Front Desk Agent / PBX Operator

Perks

Access to resort facilities with great employee discounts, 401k with employer match, full health insurance options and much more!

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.

Why you will enjoy this job

Checking people in and out. It’s a no brainer, right? Often the first impression, you understand that your interaction can set the tone for the entire guest experience and potentially impact the entire brand! Your genuine warmth and helpful nature enable you to rise to every occasion, from cheerfully greeting the excited family on a vacation adventure to handling the travel-weary guest’s request with prompt courtesy. As a Front Desk Agent, you’ll have many opportunities to brighten someone’s day.

As a Front Desk and PBX Agent, you will:

• Provide that critical first impression to our guests and have a natural passion for delivering exceptional service.
• Welcome and serve guests in person and over the phone everyday.
• Enjoy solving problems, be comfortable using a computer to check guests in and out, and handle cash and credit card transactions accurately and confidently.
• Take and route all internal and external calls promptly, courteously and professionally

What you will be doing

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.

Orients and mentors new staff members.

Fundamentals To be successful in this role, you must have excellent English communication skills and be able to read, write and speak fluently. You will regularly use a computer and different software. This position requires continuous movement, standing and occasionally, you will have to lift or move up to 20 pounds.

Benefits

• 401(k)
• Dental insurance
• 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: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment 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.