PositionResponsible for managing hotel guest and resident communications, as well as monitoring the property's fire alarm system and performing emergency response protocols. This duel 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.Organizational RelationshipsReports to:Front Desk Manager/Director of Front DeskSupervises:NAQualifications and SkillsMust be 18 years of age or olderExcellent written and verbal communication to interact with clients, vendors, staff, and guestsMust be able to speak, read, write and communicate in English to adequately perform the duties of the jobExcellent problem-solving abilities and attention to detailCapacity to identify and resolve issues promptly and efficientlyAbility to work in a fast-paced environment and handle multiple tasksProficient in using computer systems and hotel management softwareWork varying schedules that include evenings, weekends, holidays and extended hours as business dictates.Education and ExperienceHigh School diploma/GED or equivalent educationHospitality training preferredPrevious experience in customer service role, specifically hospitality or hotel settingProficient computer skills including but not limited to Microsoft Word, Power Point, Excel and Outlook and other required systems.Duties and ResponsibilitiesFire Command Emergency Response:· 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.Guest & Resident Communications:· 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 needsHotel Reservation Management:· Understand and access the reservation system to ensure accurate reservations, modifications and cancellationsTraining & Development:· When needed, train and mentor new team members on Fire Command & Safety procedures, hotel reservation procedures, and customer service standardsCompliance:· Ensure compliance with Fire Command and Hotel Policies, Procedures, and industry regulationsOther:· Completes training and other duties as assigned.Showboat Core Values Demonstrates Showboats core values in the performance of position responsibilities:1) Friendly Focused – we are committed to creating a fun environment that embraces families and children of all ages.2) Kindness Focused – we demonstrate kindness in everything we do, seeking to uplift and support all of those around us.3) Team Spirit – we foster a respectful workplace where team members work together to exceed our guest's expectations.4) Hearts that Serve – we are driven by a passion to bring joy and happiness to the guests that we serve.5) Take Ownership – we take full responsibility for our actions and the resulting outcomes, embracing personal accountability.Essential FunctionsThe ability to attend work predictably and regularly and to be punctual.The ability to work varying schedules including evenings, weekends, holidays, and extended hours as business operations dictatesThe ability to read and understand documents, drawings, and instructions (whether presented in written, oral, diagram or schedule form).The ability to work with mathematical concepts and to apply concepts to practical situations.The ability to work cooperatively with others.The ability to deal politely and professionally with customers and coworkers.The ability to perform several tasks at once.The ability to follow directions or instruction.The ability to use a computer to communicate, create, and access information.The ability to lift and move 25 pounds.The ability to sit/stand/bend/stretch, etc.The ability to use hands to finger, handle, or feel and reach with the hands and armsPhysical DemandsConstantly – occupation requires this activity more than 66% of the time (5.5+ hours/day)Frequently – occupation requires this activity from 33% to 66% of the time (2.5 – 5.5 hours/day)Occasionally – occupation requires this activity up to 33% of the time (0 – 2.5 hrs/day)Not Applicable – activity is not applicable to this occupation.Physical DemandsStand ConstantlyXFrequently Occasionally Not Applicable Walk ConstantlyXFrequently Occasionally Not Applicable Sit ConstantlyXFrequently Occasionally Not Applicable Handling/FingeringXConstantly Frequently Occasionally Not Applicable Reach OutwardXConstantly Frequently Occasionally Not Applicable Reach Above Shoulder Constantly FrequentlyXOccasionally Not Applicable Climb Constantly Frequently OccasionallyXNot Applicable Crawl Constantly FrequentlyXOccasionally Not Applicable Squat or Kneel Constantly FrequentlyXOccasionally Not Applicable Bend Constantly FrequentlyXOccasionally Not Applicable Lift/Carry10 lbs. or less ConstantlyXFrequently Occasionally Not Applicable 11 to 20 lbs. ConstantlyXFrequently Occasionally Not Applicable 21 to 50 lbs. Constantly FrequentlyXOccasionally Not Applicable 51 to 100 lbs. Constantly Frequently OccasionallyXNot Applicable Over 100 lbs. Constantly Frequently OccasionallyXNot Applicable Push/Pull12 lbs. or less ConstantlyXFrequently Occasionally Not Applicable 13 to 25 lbs. ConstantlyXFrequently Occasionally Not Applicable 26 to 40 lbs. ConstantlyXFrequently Occasionally Not Applicable 41 to 100 lbs. Constantly FrequentlyXOccasionally Not Applicable Environmental FactorsExtreme Cold (non-weather) ConstantlyXFrequently Occasionally Not Applicable Extreme Heat (non-weather) ConstantlyXFrequently Occasionally Not Applicable Loud Noise Level ConstantlyXFrequently Occasionally Not Applicable OtherAbility to ReadXConstantly Frequently Occasionally Not Applicable Ability to Speak EnglishXConstantly Frequently Occasionally Not Applicable Ability to Understand Verbal DirectionsXConstantly Frequently Occasionally Not Applicable Ability to Report to Work RegularlyXConstantly Frequently Occasionally Not Applicable Ability to Report to Work on TimeXConstantly Frequently Occasionally Not Applicable Ability to Work SafelyXConstantly Frequently Occasionally Not Applicable