Front Desk Agent/Rooms Controller (Dual Rate)

Job Description

Job Description

Summary of Position

Front Desk Agent/Rooms Controller (Dual Rate) is responsible for performing in a pleasant, professional, and efficient manner a combination of Front Desk Agent and Rooms Controller duties that contribute to an exceptional guest experience. This dual-rate position requires flexibility to perform front desk operations, guest services, room inventory management, and room assignments while coordinating with housekeeping and other hotel departments to maximize occupancy and operational efficiency.

Dual Pay Rate:

Front Desk Agent $18.00 per hour

Rooms Controller $19.00 per hour when assigned Rooms Controller duties

Organizational Relationships

Reports to:

Front Office Manager/Director of Front Office

Supervises:

NA

Qualifications and Skills

• Must be 18 years of age or older.
• Excellent communication and interpersonal skills, with the ability to listen attentively to guests.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize front desk and room control responsibilities.
• Ability to provide and receive constructive feedback and guidance.
• Ability to maintain confidentiality regarding guest information and room assignments.
• Ability to work a flexible schedule, including nights, weekends, and holidays.

Education and Experience

• High School diploma, GED, or equivalent.
• Bilingual preferred but not required.
• Hospitality training preferred.
• Previous customer service experience, preferably in a hotel or hospitality environment.
• Experience with hotel Property Management Systems (PMS) preferred.
• Proficient in Microsoft Word, Excel, Outlook, PowerPoint, and other hotel operating systems.

Duties and Responsibilities

Guest Check-In and Check-Out

• Greet guests in a warm, welcoming, and professional manner.
• Register arriving guests, assign rooms, process payments, and complete departure procedures.
• Issue room keys and provide hotel information while maintaining guest privacy by not announcing room numbers aloud.

Guest Inquiries

• Answer questions regarding hotel amenities, waterpark, arcade, dining, shopping, entertainment, directions, and local attractions.
• Provide exceptional customer service while responding to guest requests promptly.

Reservation Management

• Accept, modify, confirm, and cancel reservations.
• Maintain accurate reservation information and room availability.

Customer Service

• Resolve guest concerns professionally and courteously.
• Partner with supervisors when handling complex guest complaints.

Billing

• Compute guest bills and process payments.
• Understand and enforce hotel credit policies.
• Balance guest accounts and complete financial transactions accurately.

Rooms Controller Responsibilities

• Manage daily room inventory to maximize occupancy and revenue.
• Assign rooms based on guest preferences, VIP status, group requirements, and operational priorities.
• Coordinate closely with Housekeeping to ensure rooms are cleaned, inspected, and available for arriving guests.
• Monitor room status throughout each shift and update the Property Management System accordingly.
• Prioritize early arrivals, late departures, out-of-order rooms, and special accommodations.
• Communicate room availability and status changes with Front Desk, Housekeeping, Maintenance, and Hotel Leadership.
• Assist in minimizing room outages and improving room utilization.
• Ensure accurate room assignments while maintaining guest satisfaction and operational efficiency.

Fire Command Emergency Response (Cross-Trained)

• Monitor the Fire Command Center, including the Fire Alarm and Suppression System.
• Serve as the primary point of contact during fire alarms or emergency situations.
• Report Fire Command Center irregularities or system malfunctions.
• Coordinate with local fire departments, emergency services, and hotel staff during emergencies.
• Implement emergency procedures, including evacuations and lockdowns.
• Maintain accurate incident, inspection, and maintenance records.
• Prepare incident reports and recommend improvements to safety procedures.

Additional Responsibilities

• Maintain confidentiality of guest information.
• Follow all hotel policies, procedures, and safety standards.
• Perform other duties as assigned by the Front Desk Manager and/or Director of Front Desk.

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

x

Occasionally

Not Applicable

Loud Noise Level

Constantly

Frequently

x

Occasionally

Not Applicable

Other

Ability to Read

x

Constantly

Frequently