Hotel Operations Agent (FCC)

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 X Frequently 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 X Occasionally Not Applicable Squat or Kneel Constantly Frequently X Occasionally Not Applicable Bend Constantly Frequently X Occasionally 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