Hotel Front Office Agent

CLIFF CASTLE CASINO HOTEL•Camp Verde, AZ

11d•$18 - $0•Onsite

About The Position

The Hotel Front Office Agent is responsible for guest service and transactional activities at the Hotel and Lodge front desk, helping ensure smooth and efficient operations while exceeding guest expectations. The role handles check-in and check-out, reservations, guest communications, telephone switchboard operations, account charges, and payment transactions. The agent also answers and distributes calls for the property and provides assistance as needed.

Requirements

Must be at least 18 years old.
Must be available for all shifts, including weekends and holidays.
Must be eligible to work in the United States.
Must pass a drug test and background check for an Arizona Gaming License.
Must adhere to Cliff Castle Casino Hotel policies and procedures.
Must be committed to exceptional guest service in a welcoming, friendly, and professional environment, including attentive, personalized service and prompt responses and resolution.
Basic computer knowledge, including Microsoft Office programs.
Effective verbal and written communication skills in English.

Nice To Haves

High school diploma preferred.
One year of prior hotel experience preferred, preferably in Front Desk Operations.
Bilingual Spanish skills are a plus.
OPERA PMS system experience is a plus.
Internship, apprenticeship, or coordinated work-study opportunities may be available in lieu of formal education and work experience requirements for enrolled members of the Yavapai-Apache Nation.

Responsibilities

Assist guests with the Hotel and Lodge check-in and check-out process in accordance with company policy.
Respond calmly, positively, and courteously to guest requests, complaints, and inquiries.
Maintain working knowledge of the property, special events, Hotel and Lodge occupancy, and inventory.
Support guest messaging, the telephone switchboard, the in-house text messaging service, and reservation functions.
Make, modify, cancel, and reschedule reservations; set up packages and understand folios.
Post room, tax, and other charges to guest accounts and conduct accurate cash, credit card, and voucher transactions.
Review future reservations one to seven days out for accuracy.
Call and email guests to confirm and finalize reservations, adding notes, traces, and alerts to support departmental communication.
Disperse radio calls to appropriate departments, document calls and guest requests, and use proper radio etiquette.
Answer telephone calls within three rings in a pleasant and professional manner, use proper verbiage including the guest’s name, route calls, take messages, and assist callers with inquiries and reservations.
Wear a headset while working the switchboard to ensure confidentiality.
Perform other duties as assigned.