Front Desk Rooms Controller

Margaritaville Lake Resort Lake of the Ozarks•Osage Beach, MO

1d•Onsite

About The Position

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. Join the team and love your job! The team at Margaritaville Lake Resort is here to create and deliver fun and escapism for our guests, and the Front Desk Rooms Controller’s skill and abilities play a huge role in guest satisfaction. With good pay, extensive benefits and a family atmosphere, we are looking for a welcoming, confident and organized individual to join the Front Office team in providing excellent customer service to every guest, every time. The Margaritaville Lake Resort is a diverse property with two complexes, two main buildings and several other building spread out over many acres. It is the Rooms Controller’s goal to ensure that we not only meet, but exceed, the expectations of our guest by meeting all of their guarantees and as many of their requests as possible. The Rooms Controller has the opportunity to make dreams come true!

Requirements

Maintain hospitality standards; enthusiastically greet guests, make eye contact, smile, engage in polite conversation, use the guest’s name, thank them and invite them back!
Has “a smile you can hear”.
Uses customer-oriented telephone etiquette to get information.
Greets callers, establishes rapport and projects professional tone.
Has great attention to detail, ability to accurately report information and works well under pressure in a fast-paced environment.
Ability to scrupulously follow all Driftwood and Margaritaville Lake Resort policies and procedures.
Is organized and able to prioritize workload; able to multi-task for the benefit of quality services
Has superb communication skills; oral and written, ability to handle difficult people.
Initiates communication or dialogue with management staff when processes, tasks, instructions etc. are not clear.
Takes pride in a job well done.
Is conscientious of and preserves hotel personnel and guest security, property and privacy at all times
Must have a comprehensive knowledge of the English language to be able to effectively communicate with guests, associates and vendors.
Must have a flexible schedule and be available days, nights, weekends and holidays.
Must have good computer skills; typing 40 words per minute or more preferred.
Adheres to the dress code as outlined in the Driftwood Hospitality Associate Handbook
Writing, typing, walking, bending, stretching, repetitive motions and standing for long periods sometimes in excess of 8 hours with only a half hour lunch break.
Occasional pushing, pulling, lifting and carrying of up to 25 pounds.
Hearing; communication with guests and staff, audible alarm systems.
Specific vision abilities required include visual acuity; near/distance vision and the ability to see color.
Must be at least 18 years of age.

Nice To Haves

typing 40 words per minute or more preferred

Responsibilities

All of the responsibilities of a Front Desk Agent and PBX Operator (a job description for each of these positions can be provided upon request).
Assist to Ensure Front Desk Agents end of day reports are completed including; shift closings, deposits, refunds, miscellaneous charges and guest responses.
Assist to Prepare the Daily Scoop Sheet to communicate resort activities.
Maintain room blocking 10 days out.
Assign rooms according to guest guarantees, requests and preferences whenever possible.
“Pull” rooms from the estates to maximize resort revenue.
If sell out is expected manage any one night reservations to avoid “holes”.
Accommodate requests for room changes when possible.
Review requests for late check-outs and approve according to occupancy.
Organize and coordinate check-in/pre-registration procedures for arriving groups.
Pre-register designated guests and prepare key packets.
Work with housekeeping to clear departures in computer system daily.
Identify any over-commitments by room type (e.g., bedding, view, size).
Work with the sales department to obtain and prepare group cover sheets and resumes.
Work as front desk “Lead” during times of low occupancy.
Respond and resolve guests’ requests, complaints or questions within scope of authority in a courteous and timely manner; request management assistance when resolution will be beyond scope of authority.
Assist guests with safe deposit boxes.
Secures guest’s valuables by processing lost and found.