Front Desk Agent / Front Office Supervisor (Dual Rate)

Job Description

Job Description

Summary of Position

The Front Desk Agent / Front Office Supervisor (Dual Rate) is responsible for delivering exceptional guest service while performing all Front Desk Agent functions and assuming Front Office Supervisor responsibilities when assigned. This position ensures efficient front desk operations, provides professional and compliant guest service, oversees front desk staff during designated supervisory shifts, and serves as the first point of escalation for guest concerns. The Dual Rate team member maintains operational excellence, supports compliance with company policies and procedures, and contributes to a positive guest experience.

Dual Pay Rate:

Front Desk Agent $18.00

Front Desk Supervisor $21.00 per hour when assigned Front Desk Supervisor duties

Organizational Relationships

Reports to:

Front Office Manager/Director of Front Office

Supervises:

Front Office Agents

Qualifications and Skills

• Must be 18 years of age or older.
• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service, problem-solving, and conflict resolution abilities.
• Ability to provide professional, empathetic, and policy-compliant guest interactions.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize competing responsibilities.
• Leadership skills with the ability to coach and support team members.
• Ability to provide and receive constructive feedback.
• Proficient computer skills including Microsoft Word, Excel, Outlook, PowerPoint, property management systems, and other required software.
• Ability to maintain confidentiality and protect sensitive guest information.
• Ability to work a flexible schedule including nights, weekends, and holidays.

Education and Experience

• Associate's or Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Hospitality training preferred.
• Previous hotel or hospitality customer service experience required.
• Two (2) to five (5) years of front office or customer service experience preferred.
• Previous supervisory or leadership experience preferred.
• Bilingual preferred but not required.

Duties and Responsibilities

Front Desk Operations

• Welcome guests in a warm, professional, and courteous manner.
• Perform guest check-in and check-out procedures accurately and efficiently.
• Register arriving guests, assign rooms, process payments, and complete departure transactions.
• Issue room keys and provide guest instructions while maintaining guest privacy and security.
• Manage reservations, room availability, modifications, and cancellations.
• Answer guest questions regarding hotel amenities, attractions, dining, entertainment, shopping, arcade, waterpark, and local points of interest.
• Compute guest bills, collect payments, process adjustments, and close guest balances.
• Understand and enforce company credit and payment policies.
• Maintain accurate guest records and documentation.

Customer Service

• Deliver exceptional guest service consistent with company standards.
• Respond promptly and professionally to guest requests and inquiries.
• Address guest concerns with empathy while adhering to company policies.
• Provide approved solutions within assigned authority.
• Partner with management when additional resolution or authorization is required.

Front Office Supervisor Responsibilities (When Assigned)

• Supervise daily front desk operations during designated supervisory shifts.
• Ensure compliance with established operating procedures and service standards.
• Coordinate workflow to maintain efficient front desk operations.
• Monitor team performance and provide coaching, support, and real-time guidance.
• Serve as the primary resource for Front Desk Agents regarding operational and billing questions.
• Assist with shift coverage, staffing needs, and operational continuity.
• Conduct shift briefings and communicate operational updates.
• Promote professionalism, accountability, teamwork, and exceptional guest service.

Guest Issue Resolution and Escalation

• Serve as the first point of escalation for guest complaints and service recovery.
• Receive, assess, investigate, and resolve routine guest concerns within established authority.
• Ensure all communications:
• Acknowledge the guest's concern.
• Demonstrate empathy and professionalism.
• Avoid unauthorized commitments.
• Offer approved solutions or appropriately escalate issues.
• Escalate sensitive, high-risk, or policy-related matters to management when necessary.

Compliance and Operational Standards

• Ensure compliance with company policies, procedures, and service standards.
• Maintain confidentiality of guest information and company records.
• Follow applicable regulatory requirements and internal compliance guidelines.
• Ensure front desk documentation is complete and accurate.
• Support continuous improvement of front office operations.

Documentation and Reporting

• Maintain accurate records of guest interactions, service recoveries, incidents, and complaints.
• Complete required reports and documentation.
• Identify recurring service trends and communicate findings to management.
• Ensure proper incident logging for compliance purposes.

Fire Command Emergency Response (Cross-Trained)

• Monitor the Fire Command Center, including fire alarm and suppression systems.
• Serve as a primary point of contact during fire alarms and emergency situations.
• Report Fire Command Center irregularities or system malfunctions.
• Coordinate with emergency responders, local fire departments, and hotel leadership during emergencies.
• Implement emergency procedures including evacuations and lockdowns.
• Maintain required incident, inspection, and maintenance documentation.
• Prepare incident reports and recommend improvements to safety procedures.

Leadership and Team Development

• Coach, mentor, and support Front Desk Agents during supervisory assignments.
• Reinforce company policies, guest service expectations, and compliance standards.
• Provide constructive feedback and recognize positive performance.
• Foster a collaborative, respectful, and guest-focused work environment.

Other Duties

• Perform other duties as assigned by the Front Office Manager, Director of Front Office or General Manager.

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

Constantly

Frequently

x

Occasionally

Not Applicable

Reach Outward

Constantly

Frequently

x

Occasionally

Not Applicable

Reach Above Shoulder

Constantly

Frequently

x

Occasionally

Not Applicable

Climb

Constantly

Frequently

x

Occasionally

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

Frequently

x

Occasionally

Not Applicable

11 to 20 lbs.

Constantly

Frequently

x

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

Frequently

x

Occasionally

Not Applicable

13 to 25 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

26 to 40 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

41 to 100 lbs.

Constantly

Frequently

Occasionally

x

Not Applicable

Environmental Factors

Extreme Cold (non-weather)

Constantly

x

Frequently

Occasionally

Not Applicable

Extreme Heat (non-weather)

Constantly

Frequently