Front Desk Agent and PBX Operator

Job Summary

The Front Desk Agents skills and abilities are the first and last impression represented to our guests; it is necessary to perform duties as they relate to the front desk efficiently and effectively. It is the Front Desk Agents goal to ensure that we not only meet but exceed the expectations of our internal and external customers.

The PBX Operator is the heartbeat of the hotel and is responsible for processing incoming, outgoing, and in-house communications promptly, and courteously, while maintaining a positive and professional image. They monitor the hotel's safety and security systems and are responsible for radio communications between security and engineering in emergency and non-emergency situations.

Job Type: Full-Time

Pay 14.00 per hour

Age Requirement: Must be at least 18 years of age or older

Reports To: Front Des Assistant Managers/Front Office Assistant Manager and/or Front Office Manager

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Responsible for checking guests in and out of the hotel promptly, efficiently and courteously following the procedures outlined in the Front Desk Handbook
• Issue room keys in accordance with security practices
• Accurately post room charges
• Collect payment and make change, run daily end of shift report and maintain accurate cash handling
• Answers multiple incoming telephone lines with appropriate greeting and routes them to the appropriate extensions; asks permission to put caller on hold and thanks the caller prior to disconnecting
• Responds quickly and accurately to disaster and emergency situations as required, remaining calm
• Receive and dispatch engineering, security and housekeeping calls
• Maintain working knowledge of hotel amenities, meeting rooms and management staff
• Maintain call logs for security and engineering
• Monitors all alarm systems located in PBX and notifies appropriate personnel as required
• Maintain a clean and tidy work area
• Assist with Guest Services responsibilities in their absence
• Ensure complete and accurate information is provided to all internal and external customers
• Responds to guests quickly and professionally by taking appropriate action and following up to ensure satisfaction
• Resolve guest complaints within scope of authority; otherwise referring matter to management staff
• Orients and mentors new staff members
• Conscientious of and preserves hotel personnel and guest security, property and privacy and at all times
• Additional tasks may be required

Knowledge, Skills & Abilities

• Has a smile you can hear; uses customer-oriented telephone etiquette to get information; greets callers, establishes rapports and projects professional tone
• Maintains hospitality standards; enthusiastically greet guests, make eye contact, smile, engage in polite conversation, use the guests name back, thank them and invite them back
• Has great attention to detail, ability to accurately report information and works well under pressure in a fast-paced environment
• Ability to follow all Driftwood and Margaritaville Lake Resort policies and procedures
• Follows time management guidelines; allowing for paperwork and shift change information
• Organized and able to prioritize workload; able to multi-task for the benefit for quality services
• Has superb communication skills, oral and written, and ability to handle difficult people
• Can initiate and constructively develop positive team dynamics with management, peer and customers
• Can demonstrate leadership and organizational skills in assisting in the planning and implementing of changes where applicable
• Can initiate communication or dialogue with management staff when process, tasks, instructions, etc. are not clear
• Knows all safety emergency, and accident prevention procedures as outlined in the Driftwood Hospitality Management Safety and Health Program
• Comprehensive knowledge of the English language and able to effectively communicate with guests, associates and vendors
• Have flexible schedule and be available day, nights, weekends and holidays
• Must demonstrate predictable, reliable and timely attendance
• Must have good mathematical and computer skills; typing 40 words per minute or more preferred

Physical Demands

• Requires rigorous activity: grasping, writing, typing, walking, bending, stretching, repetitive motions and standing for long periods sometimes in excess of 8 hours with only a half hour lunch break
• Occasionally pushing, pulling, lifting and carrying of up to 25 lbs.
• Hearing; communication with guests and staff, audible alarm systems
• Specific vision abilities required include visual acuity; neat/distance vision and the ability to see color
• Adheres to the dress code as outlined in the Driftwood Hospitality Associate Handbook