Hotel Operations Agent

HOTEL OPERATION AGENT

Job Summary : The Hotel Operations Agent is responsible for managing hotel guest and resident communications, as well as monitoring the property's fire alarm system and performing emergency response protocols. This hybrid 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 systems.

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.
• Reports any Fire Command Center irregularities or malfunctions.
• Coordinate with local fire department, emergency services, and internal hotel staff during emergencies.
• Implements emergency procedures, including evacuation protocols and lockdowns.
• Maintains accurate records of all incidents, system 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.
• Coordinates with the reservations department when needed Training and 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.

Qualifications

Education :

Experience :

Physical Requirements :

Working Conditions :

At Showboat Resort each team member is chosen with our guests in mind and in alignment with our core values listed below :

Showboat Core Values

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 the 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.