Front Desk Agent PBX Operator

at  Margaritaville Lake of the Ozarks

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

JOB SUMMARY

The Front Desk Agent’s skills and abilities are the first and last impression represent to our gests; it is necessary to perform duties as they relate to the front desk in an efficient and effective manner. It is the Front Desk Agent’s 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 in a timely manner, courteously, while maintaining a positive and professional image. They monitor the hotels safety and security systems are responsible for radio communications between security and engineering in emergency and non-emergency situations.

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
• Maintains hospitality standards; enthusiastically greet guests, make eye contact, smile, engage in polite conversation, use the guest’s name back, thank them and invite them back
• 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
• 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

• 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
• Maintains hospitality standards; enthusiastically greet guests, make eye contact, smile, engage in polite conversation, use the guest’s name back, thank them and invite them back
• Conscientious of and preserves hotel personnel and guest security, property and privacy and at all times
• Additional tasks may be require