Hotel Operations Agent (FCC)

Hotel Operations Agent (FCC)

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.

Reports to: Front Desk Manager/Director of Front Desk

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:

Friendly Focused we are committed to creating a fun environment that embraces families and children of all ages.

Kindness Focused we demonstrate kindness in everything we do, seeking to uplift and support all of those around us.

Team Spirit we foster a respectful workplace where team members work together to exceed our guest's expectations.

Hearts that Serve we are driven by a passion to bring joy and happiness to the guests that we serve.

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

Stand - Constantly - Frequently - Occasionally - Not Applicable

Walk - Constantly - Frequently - Occasionally - Not Applicable

Sit - Constantly - 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

Showboat Hotel & Island Waterpark