Hotel Operations Agent (FCC)
About The Position
The Hotel Operations Agent manages hotel guest and resident communications, monitors the property's fire alarm and suppression systems, and carries out emergency response protocols. The role supports guest satisfaction by answering inquiries, coordinating with hotel departments, and maintaining working knowledge of hotel operations, reservations, and fire command systems. The position reports to the Front Desk Manager/Director of Front Desk and has no supervisory responsibilities. It requires attention to detail, effective communication, organization, problem-solving, and the ability to work in a fast-paced environment while handling multiple tasks. Work schedules may vary and include evenings, weekends, holidays, and extended hours as business dictates.
Requirements
- Must be at least 18 years of age.
- Excellent written and verbal communication skills for interacting with clients, vendors, staff, and guests.
- Ability to speak, read, write, and communicate in English adequately to perform the job duties.
- Excellent problem-solving abilities and attention to detail.
- Ability to identify and resolve issues promptly and efficiently.
- Ability to work in a fast-paced environment and handle multiple tasks.
- Proficiency using computer systems and hotel management software.
- Ability to work varying schedules that include evenings, weekends, holidays, and extended hours as business dictates.
- High school diploma, GED, or equivalent education.
- Previous customer service experience, specifically in a hospitality or hotel setting.
- Computer skills including Microsoft Word, PowerPoint, Excel, Outlook, and other required systems.
- Ability to attend work predictably and regularly and be punctual.
- Ability to read and understand documents, drawings, and instructions in written, oral, diagram, or schedule form.
- Ability to work with mathematical concepts and apply them to practical situations.
- Ability to work cooperatively with others and deal politely and professionally with customers and coworkers.
- Ability to perform several tasks at once and follow directions or instructions.
- Ability to use a computer to communicate, create, and access information.
- Ability to lift and move 25 pounds.
- Ability to sit, stand, bend, stretch, use hands to finger, handle, or feel, and reach with hands and arms.
Nice To Haves
- Hospitality training preferred.
Responsibilities
- Monitor the Fire Command Center, including the fire alarm and suppression systems, and act as a primary contact during a fire alarm or emergency.
- Report Fire Command Center irregularities or malfunctions.
- Coordinate with the local fire department, emergency services, and hotel staff during emergencies.
- Implement emergency procedures, including evacuation protocols and lockdowns.
- Maintain accurate records of incidents, system checks, and maintenance activities.
- Prepare incident reports and recommend improvements to safety protocols.
- Answer hotel guest and resident inquiries.
- Communicate about room availability, upgrades, billing inquiries, and special requests.
- Coordinate with the Front Desk, Housekeeping, Security, and other departments to address guest and resident needs.
- Use the reservation system to manage reservations, modifications, and cancellations accurately.
- Train and mentor new team members on fire command and safety procedures, reservation procedures, and customer service standards when needed.
- Ensure compliance with Fire Command and Hotel Policies, Procedures, and industry regulations.
- Complete training and other assigned duties.
- Demonstrate Showboat's core values in carrying out position responsibilities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
