Front Desk Rooms Controller

Front Desk Rooms Controller – Margaritaville Lake Resort, Osage Beach, MO 65065

As the Front Desk Rooms Controller, you will be responsible for managing room assignments, ensuring guest satisfaction, and supporting the front office team to meet and exceed guest expectations.

• Carry out all duties of a Front Desk Agent and PBX Operator.
• Ensure end‑of‑day reports are completed: shift closings, deposits, refunds, miscellaneous charges, guest responses.
• Prepare the Daily Scoop Sheet to communicate resort activities.
• Maintain room blocking 10 days out and assign rooms according to guest guarantees, requests and preferences.
• Pull rooms from the estates to maximize resort revenue.
• Manage one‑night reservations to avoid holes when sell‑out is expected.
• Accommodate requests for room changes when possible.
• Review and approve requests for late check‑outs based on occupancy.
• Organise and coordinate check‑in/pre‑registration procedures for arriving groups; pre‑register designated guests and prepare key packets.
• Coordinate with housekeeping to clear departures in the computer system daily.
• Identify over‑commitments by room type (e.g., bedding, view, size).
• Collaborate with the sales department to obtain and prepare group cover sheets and resumes.
• Serve as front desk lead during low occupancy periods.
• Respond to and resolve guests’ requests, complaints or questions within your scope of authority; request management assistance for issues beyond scope.
• Assist guests with safe deposit boxes and process lost and found items.

• Maintain hospitality standards: greet guests enthusiastically, make eye contact, smile, engage in polite conversation, use guests’ names, thank them and invite them back.
• Exhibit a "smile you can hear" and use customer‑oriented telephone etiquette to gather information.
• Display great attention to detail, accurate reporting, and the ability to work under pressure in a fast‑paced environment.
• Follow all Driftwood and Margaritaville Lake Resort policies and procedures scrupulously.
• Organise and prioritise workload; be able to multi‑task to deliver quality service.
• Communicate effectively: superb oral and written skills, ability to handle difficult people.
• Communicate with management when processes, tasks or instructions are unclear.
• Take pride in a job well done and preserve hotel personnel and guest security, property and privacy at all times.
• Possess a comprehensive knowledge of the English language for effective communication with guests, associates and vendors.
• Be available on a flexible schedule, including days, nights, weekends and holidays.
• Have good computer skills; typing 40 words per minute or more preferred.
• Adhere 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 over 8 hours with a half‑hour lunch break).
• Occasional pushing, pulling, lifting and carrying up to 25 pounds.
• Hearing and visual acuity required; near/distance vision and colour vision required.

• 401(k)
• Disability Insurance
• Employee Assistance Program
• Health Insurance
• Life Insurance
• Paid Time Off
• Room Discounts
• Employee Food and Beverage Discounts

Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.