Hotel Front Office Agent

Cliff Castle Casino Hotel; Camp Verde (AZ); On-site; USD 20,000 - 28,000; Full time

Job summary

Cliff Castle Casino Hotel in Camp Verde, AZ, is seeking a Full Time Front Desk Agent to manage guest check-in/out and reservations, while answering calls to support hotel operations and guest satisfaction.

This role requires strong communication, basic computer skills, and a professional, guest-focused attitude. Weekend and holiday availability is expected.

Qualifications

• Experience in hotel front desk operations or guest services.
• Proficient in phone handling and reservations.
• Strong communication and bilingual skills a plus.

Responsibilities

• Assist guests with check-in/out for the Hotel and Lodge.
• Respond to guest requests, complaints, or inquiries calmly and politely.
• Operate the telephone switchboard during the shift.
• Make/modify reservations and read folios.
• Post room charges to guest accounts.
• Handle cash, credit card, and voucher transactions.
• Review future reservations for accuracy 1–7 days out.
• Coordinate with departments via radio and phone.

Skills

Front desk service

Reservations handling

Customer service

Education

HS Diploma

Tools

OPERA PMS

Job description

Job Details

Job Location: 555 W MIDDLE VERDE RD - CAMP VERDE, AZ 86322

Position Type: Full Time

Education Level: Not Specified

Salary Range: $17.50 Hourly

Job Shift: Any

Job Category: Hospitality - Hotel

POSITION SUMMARY

Responsible for the successful overall service and transactional activities related to the Front Desk of the Hotel and Lodge while ensuring smooth and efficient operations while exceeding guests’ expectations. Answers and distributes all incoming calls for the entire property and helps as required. Responsible for operations of telephone switchboard during assigned work shift. Makes/Modifies reservations.

ESSENTIAL DUTIES

• Assist Guests with the check-in/out process for the Hotel and Lodge.
• Respond to Guest requests, complaints, or inquiries in a calm, positive and friendly manner.
• Maintain working knowledge of the property as well as special events.
• Ensure that the check-in/out process is handled in accordance with company policy.
• Support guest messaging, switchboard, in-house text messaging service, and reservation function.
• Make/Modify reservations, set up packages, and be able to read and understand folios.
• Maintain thorough knowledge of Hotel and Lodge occupancy and inventory.
• Post room, tax, and other charges to guests’ accounts.
• Make, cancel, and reschedule reservations upon request.
• Conduct accurate cash, credit card, and voucher transactions.
• Review future reservations for accuracy from 1 to 7 days out.
• Call and email guests to confirm and finalize reservations (add notes, traces, and alerts for maximum communication within the department).
• Disperse radio calls to appropriate departments as necessary, document radio calls or guest requests, while consistently exercising proper radio etiquette.
• Answer telephone calls within three rings in a pleasant and professional manner, while using proper verbiage including guest name. Route calls to the appropriate party, take messages, assist callers with inquiries and reservations.You must wear a headset while working the switchboard to ensure confidentiality.
• Perform other duties as assigned.

Qualifications

Opportunities for Internships, Apprenticeships, and Coordinated Work Study programs may be available in lieu of formal education and work experience requirements for this position for enrolled members of the Yavapai-Apache Nation.

• Required Education: N/APreferred Education: HS DIPLOMA
• Work Experience:
• Prefer one (1) year prior hotel experience, preferably Front Desk Operations.
• Must have basic computer knowledge with Microsoft Office programs.
• Must possess effective communication (verbal and written) skills in English.Bilingual in Spanish a plus.
• OPERA PMS system experience a plus.
• Professional Licenses & Certifications Requirements: N/A
• Must be 18+ years old and be available for all shifts, including weekends and holidays.
• Must be eligible to work in the U.S. and pass a drug test and background check for an AZ Gaming License.
• Must adhere to all Cliff Castle Casino Hotel policies and procedures.
• Must be committed to providing exceptional guest service through a welcoming, friendly, and professional environment. Aim to exceed guest expectations with attentive, personalized service and prompt responses and resolution.