Hotel Operations Agent

Job Summary: The Hotel Operations Agent is responsible for managing hotel guest and resident communications, as well as monitoring the property's fire alarm system and performing emergency response protocols. This hybrid 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 systems.

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.
• Reports any Fire Command Center irregularities or malfunctions.
• Coordinate with local fire department, emergency services, and internal hotel staff during emergencies.
• Implements emergency procedures, including evacuation protocols and lockdowns.
• Maintains accurate records of all incidents, system 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. Coordinates with the reservations department when needed.
• Training and 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.

Qualifications

• Education: High school diploma or equivalent; college or hospitality training preferred.
• Experience: Previous experience in a customer service role, especially in a hospitality or hotel setting, is advantageous.
• Skills

• Strong communication and interpersonal skills.
• Excellent problem-solving abilities and attention to detail.
• Proficiency in using computer systems and hotel management software.
• Ability to work in a fast-paced environment and handle multiple tasks.

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Capability to lift and carry items up to 25 pounds.
• Ability to quickly travel throughout the property when needed.

Working Conditions:

• The position will often require coordination between multiple parties during highly stressful circumstances. More specifically, during an active fire alarm, the operator must demonstrate a calm and assertive demeanor when communicating with the local Fire Department, Hotel Security, and other Showboat Department personnel.
• The position typically involves working in an office setting and occasional working at the hotel front desk counter.

May require shift work, including evenings, weekends, and holidays.