Front Desk Agent - PBX Operator

Join the team and love your job!

The team at Margaritaville Lake Resort is here to create and deliver fun and escapism for our guests, and that experience begins at the Front Desk. With good pay, extensive benefits and a family atmosphere, we are looking for a welcoming, confident and organized individual to join the Front Office team in providing excellent customer service to every guest, every time.

Job Type: Full Time

Pay $ 14.00 per hour

Age Requirement: Must be at least 18 years of ageReports to: Front Office Manager, Front Desk Manager

As a Front Desk Agent, your skills and abilities will form the first and last impression of our guests; its your 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 and courteous manner, while maintaining a positive and professional image. You will monitor the hotels safety and security systems and be responsible for radio communications between security and engineering in emergency and non-emergency situations.

Responsibilities include:

• 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. (a job description for this position can be provided upon request)
• 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 refer the matter to management staff.

Personal Skills

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

• Has a smile you can hear. Uses customer-oriented telephone etiquette to get information. Greets callers, establishes rapport 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 scrupulously follow all Driftwood and Margaritaville Lake Resort policies and procedures.

• Is organized and able to prioritize workload; able to multi-task for the benefit of quality services
• Has superb communication skills; oral and written, ability to handle difficult people.

• Initiates communication or dialogue with management staff when processes, tasks, instructions etc. are not clear.
• Takes pride in a job well done.
• Is conscientious of and preserves hotel personnel and guest security, property and privacy at all times

• Must have a comprehensive knowledge of the English language to be able to effectively communicate with guests, associates and vendors.
• Must have a flexible schedule and be available days, nights, weekends and holidays.
• Must have good computer skills; typing 40 words per minute or more preferred.

• Adheres to the dress code as outlined in the Driftwood Hospitality Associate Handbook

Physical Requirements

• 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.
• Occasional pushing, pulling, lifting and carrying of up to 25 pounds.
• Hearing; communication with guests and staff, audible alarm systems.
• Specific vision abilities required include visual acuity; near/distance vision and the ability to see color.