What are the responsibilities and job description for the Hotel Operations Agent (FCC) position at Showboat Hotel & Island Waterpark?
Job Title:
Hotel Operations Agent (FCC)
Location:
Company:
Showboat
Showboat LLC
Department:
Front Desk
FLSA
FT/PT Status:
Non-exempt
Full Time
Summary of Position
Responsible for managing hotel guest and resident communications, as well as monitoring the property's fire alarm system and performing emergency response protocols. This duel role requires meticulous attention to detail, strong leadership, exceptional organizational skills, and the ability to effectively communicate with guests and various departments to ensure smooth guest operations. This position plays a crucial role in promoting guest satisfaction through answering guest inquiries and having extensive knowledge of our hotel operating departments, including the property's hotel reservation and fire alarm system.
Organizational Relationships
Reports to:
Front Desk Manager/Director of Front Desk
Supervises:
NA
Qualifications and Skills
- Must be 18 years of age or older
- Excellent written and verbal communication to interact with clients, vendors, staff, and guests
- Must be able to speak, read, write and communicate in English to adequately perform the duties of the job
- Excellent problem-solving abilities and attention to detail
- Capacity to identify and resolve issues promptly and efficiently
- Ability to work in a fast-paced environment and handle multiple tasks
- Proficient in using computer systems and hotel management software
- Work varying schedules that include evenings, weekends, holidays and extended hours as business dictates.
Education and Experience
- High School diploma/GED or equivalent education
- Hospitality training preferred
- Previous experience in customer service role, specifically hospitality or hotel setting
- Proficient computer skills including but not limited to Microsoft Word, Power Point, Excel and Outlook and other required systems.
Duties and Responsibilities
Fire Command Emergency Response:
Monitors the Fire Command Center, including the Fire Alarm & Suppression System, and acts as a primary point of contact in the event of a fire alarm or emergency
Reposts any Fire Command Center irregularities or malfunctions
Coordinate with the local fire department, emergency services, and internal hotel staff during emergencies.
Implement emergency procedures, including evacuation protocols and lockdowns
Maintains accurate records of all incidents, systems checks, and maintenance activities
Prepare incident reports and provide recommendations for improving safety protocols.
Guest & Resident Communications:
Answers hotel guest and resident inquiries
Communicates effectively regarding room availability, upgrades, general billing inquiries, and other special requests
Coordinates with the Front Desk, Housekeeping, Security and other departments as needed to address guest and resident needs
Hotel Reservation Management:
Understand and access the reservation system to ensure accurate reservations, modifications and cancellations
Training & Development:
When needed, train and mentor new team members on Fire Command & Safety procedures, hotel reservation procedures, and customer service standards
Compliance:
Ensure compliance with Fire Command and Hotel Policies, Procedures, and industry regulations
Other:
Completes training and other duties as assigned.
Showboat Core Values
Demonstrates Showboats core values in the performance of position responsibilities:
1) Friendly Focused - we are committed to creating a fun environment that embraces families and children of all ages.
2) Kindness Focused - we demonstrate kindness in everything we do, seeking to uplift and support all of those around us.
3) Team Spirit - we foster a respectful workplace where team members work together to exceed our guest's expectations.
4) Hearts that Serve - we are driven by a passion to bring joy and happiness to the guests that we serve.
5) Take Ownership - we take full responsibility for our actions and the resulting outcomes, embracing personal accountability.
Essential Functions
- The ability to attend work predictably and regularly and to be punctual.
- The ability to work varying schedules including evenings, weekends, holidays, and extended hours as business operations dictates
- The ability to read and understand documents, drawings, and instructions (whether presented in written, oral, diagram or schedule form).
- The ability to work with mathematical concepts and to apply concepts to practical situations.
- The ability to work cooperatively with others.
- The ability to deal politely and professionally with customers and coworkers.
- The ability to perform several tasks at once.
- The ability to follow directions or instruction.
- The ability to use a computer to communicate, create, and access information.
- The ability to lift and move 25 pounds.
- The ability to sit/stand/bend/stretch, etc.
- The ability to use hands to finger, handle, or feel and reach with the hands and arms
Physical Demands
Constantly - occupation requires this activity more than 66% of the time (5.5 hours/day)
Frequently - occupation requires this activity from 33% to 66% of the time (2.5 - 5.5 hours/day)
Occasionally - occupation requires this activity up to 33% of the time (0 - 2.5 hrs/day)
Not Applicable - activity is not applicable to this occupation.
Physical Demands
Stand
Constantly
X
Frequently
Occasionally
Not Applicable
Walk
Constantly
X
Frequently
Occasionally
Not Applicable
Sit
Constantly
Frequently
X
Occasionally
Not Applicable
Handling/Fingering
X
Constantly
Frequently
Occasionally
Not Applicable
Reach Outward
X
Constantly
Frequently
Occasionally
Not Applicable
Reach Above Shoulder
Constantly
Frequently
X
Occasionally
Not Applicable
Climb
Constantly
Frequently
Occasionally
X
Not Applicable
Crawl
Constantly
Frequently
Occasionally
X
Not Applicable
Squat or Kneel
Constantly
Frequently
Occasionally
X
Not Applicable
Bend
Constantly
Frequently
Occasionally
X
Not Applicable
Lift/Carry
10 lbs. or less
Constantly
X
Frequently
Occasionally
Not Applicable
11 to 20 lbs.
Constantly
X
Frequently
Occasionally
Not Applicable
21 to 50 lbs.
Constantly
Frequently
X
Occasionally
Not Applicable
51 to 100 lbs.
Constantly
Frequently
Occasionally
X
Not Applicable
Over 100 lbs.
Constantly
Frequently
Occasionally
X
Not Applicable
Push/Pull
12 lbs. or less
Constantly
X
Frequently
Occasionally
Not Applicable
13 to 25 lbs.
Constantly
X
Frequently
Occasionally
Not Applicable
26 to 40 lbs.
Constantly
X
Frequently
Occasionally
Not Applicable
41 to 100 lbs.
Constantly
Frequently
X
Occasionally
Not Applicable
Environmental Factors
Extreme Cold (non-weather)
Constantly
X
Frequently
Occasionally
Not Applicable
Extreme Heat (non-weather)
Constantly
X
Frequently
Occasionally
Not Applicable
Loud Noise Level
Constantly
X
Frequently
Occasionally
Not Applicable
Other
Ability to Read
X
Constantly
Frequently
Occasionally
Not Applicable
Ability to Speak English
X
Constantly
Frequently
Occasionally
Not Applicable
Ability to Understand Verbal Directions
X
Constantly
Frequently
Occasionally
Not Applicable
Ability to Report to Work Regularly
X
Constantly
Frequently
Occasionally
Not Applicable
Ability to Report to Work on Time
X
Constantly
Frequently
Occasionally
Not Applicable
Ability to Work Safely
X
Constantly
Frequently
Occasionally
Not Applicable
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.
This job description is subject to change but remains in effect until superseded or canceled in writing by the Director of Human Resources.
