Front Desk Rooms Controller

Job Details

Job Location:

532 - Osage Beach Margaritaville - Osage Beach, MO 65065

Position Type:
Full Time

Pay $16 per hour

Age Requirement:
Must be at least 18 years of age

Reports to:

Front Office Manager, Front Desk

Driftwood Hospitality Management’s company culture empowers 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 its fully integrated approach to hospitality services, all delivered with outstanding client service. The team at Margaritaville Lake Resort is here to create and deliver fun and escapism for 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.

• All of the responsibilities of a Front Desk Agent and PBX Operator.
• 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 the 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.
• Act 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.
• Secure guests’ valuables by processing lost and found.

KNOWLEDGE, SKILLS & ABILITIES

• 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 a professional tone.
• Has great attention to detail, accurately reports information and works well under pressure in a fast‑paced environment.
• Scrupulously follows all Driftwood and Margaritaville Lake Resort policies and procedures.
• Is organized and able to prioritize workload; can multi‑task for the benefit of quality services.
• Has superb communication skills, oral and written, and can handle difficult people.
• Initiates communication or dialogue with management staff when processes, tasks or instructions 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 communicate effectively 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 eight 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.

• 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.