Hotel Operations Agen (FCC)

Showboat Hotel & Island Waterpark•Atlantic City, NJ

About The Position

Responsible for managing hotel guest and resident communications, as well as monitoring the property's fire alarm system and performing emergency response protocols. This dual 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.

Requirements

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.
High School diploma/GED or equivalent education
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.

Nice To Haves

Hospitality training preferred

Responsibilities

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.
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
Understand and access the reservation system to ensure accurate reservations, modifications and cancellations
When needed, train and mentor new team members on Fire Command & Safety procedures, hotel reservation procedures, and customer service standards
Ensure compliance with Fire Command and Hotel Policies, Procedures, and industry regulations
Completes training and other duties as assigned.