Front Desk Agent and PBX Operator

Driftwood Hospitality; Osage Beach (MO); On-site; USD 10,000 - 60,000; Full time

Job summary

Driftwood Hospitality is seeking a Front Desk Agent for Margaritaville Lake Resort in Osage Beach, Missouri. The role involves providing excellent customer service, managing guest check-ins and check-outs, and ensuring a welcoming atmosphere. Candidates should possess strong communication skills and a commitment to hospitality standards.

Benefits

401(k)

Health insurance

Paid time off

Room discounts

Employee Food and Beverage discounts

Qualifications

• Must be at least 18 years of age.
• Good computer skills; typing 40+ words per minute preferred.
• Comprehensive knowledge of English for effective communication.

Responsibilities

• Check guests in and out efficiently and courteously.
• Respond quickly and accurately to disaster and emergency situations.
• Maintain knowledge of hotel amenities and management staff.

Skills

Customer service

Communication

Organization

Attention to detail

Job description

Margaritaville Lake Resort, 494 Tan Tar A Drive, Osage Beach, Missouri, United States of America

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.

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: $15.00 per hour

Age Requirement: Must be at least 18 years of age
Reports 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; it’s 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 hotel's safety and security systems and be responsible for radio communications between security and engineering in emergency and non-emergency situations.

Responsibilities include:

• Check guests in and out efficiently and courteously following procedures outlined in the Front Desk Handbook.
• Issue room keys in accordance with security practices.
• Post room charges accurately.
• Collect payments, make change, run daily end-of-shift reports, and maintain accurate cash handling.
• Answer multiple incoming telephone lines with appropriate greetings and route calls accordingly. Ask permission to put callers on hold and thank them prior to disconnecting.
• Respond quickly and accurately to disaster and emergency situations, remaining calm.
• Receive and dispatch engineering, security, and housekeeping calls.
• Maintain knowledge of hotel amenities, meeting rooms, and management staff.
• Maintain call logs for security and engineering.
• Monitor alarm systems and notify appropriate personnel as required.
• Keep a clean and tidy work area.
• Assist with Guest Services responsibilities in their absence (a job description can be provided upon request).
• Provide complete and accurate information to all internal and external customers.
• Respond to guests promptly and professionally, taking appropriate action and following up to ensure satisfaction.
• Resolve guest complaints within scope of authority or refer to management.

Personal Skills:

• Maintain hospitality standards; greet guests enthusiastically, make eye contact, smile, engage politely, use guest’s name, thank them, and invite them back.
• Use customer-oriented telephone etiquette; greet callers, establish rapport, and project a professional tone.
• Pay attention to detail, report information accurately, and work well under pressure.
• Follow all Driftwood and Margaritaville policies and procedures scrupulously.
• Be organized, prioritize workload, and multi-task effectively.
• Exhibit excellent communication skills, both oral and written, and handle difficult people professionally.
• Initiate communication with management when processes or instructions are unclear.
• Take pride in a job well done.
• Protect hotel personnel and guest security, property, and privacy at all times.
• Have a comprehensive knowledge of English for effective communication.
• Maintain a flexible schedule, available days, nights, weekends, and holidays.
• Possess good computer skills; typing 40+ words per minute preferred.
• Adhere to dress code as outlined in the Associate Handbook.

Physical Requirements:

• Perform writing, typing, walking, bending, stretching, repetitive motions, and standing for long periods (up to 8 hours or more with breaks).
• Occasionally push, pull, lift, and carry up to 25 pounds.
• Hearing ability for communication and alarm systems.
• Visual acuity for near/distance vision and color recognition.

Benefits include:

• 401(k), Disability insurance, Employee assistance program, Flexible spending account, Health insurance, Life insurance, Paid time off, Vision insurance, Room discounts, Employee Food and Beverage discounts.

EEO statement: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer, considering qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.