Overnight Front Desk

Castle Hot Springs; Morristown (AZ); On-site; USD 25,000 - 39,000; Full time

Job summary

Castle Hot Springs is seeking an Overnight Front Desk Agent to start guests’ experiences from arrival through departure, including overnight security coverage. The role focuses on delivering consistent, efficient service and handling guest requests with professionalism.

This on-site, overnight position requires strong English communication, ability to manage multiple phone calls, and familiarity with the property's facilities and local attractions.

Qualifications

• The role requires reading, writing, and oral proficiency in English.
• Experience in a hotel/resort front desk or guest services is preferred.
• Must be able to stand/walk for long periods and handle high-stress situations.
• Knowledge of local attractions and directions is beneficial.

Responsibilities

• Welcome registered guests and fulfill requests following policies.
• Maintain a friendly, professional demeanor with guests and staff.
• Familiarize with room availability and quote accordingly.
• Know Castle Hot Springs facilities, hours, personnel, events, and functions.
• Handle multiple phone calls and manage communications via radio and email.
• Assist guests with concierge requests for on-property activities and local attractions.
• Address guest concerns with management and communicate resolutions.
• Operate front desk computer systems to run reports and post charges.

Skills

Front desk experience

Customer service

Communication skills

English proficiency

Telephone handling

Radio/e-mail communication

Interpersonal skills

Problem solving

Education

High school diploma

Hotel/Resort experience preferred

Tools

Opera PMS

Job description

This position is overnight and will be 3-10 hour shifts

Position Summary: The Overnight Front Desk Agent is a key facilitator of the Resort guest’s experience starting from their arrival onto our property and through to their departure. The focus of the position is to maintain consistent and efficient service for our guests from start to finish and beyond. This position covers the responsibilities of a traditional resort front desk and guest services department. This position also helps cover overnight security.

Responsibilities include:

• The ability to welcome registered resort guests, with an emphasis on fulfilling requests; following special handling instructions, and adhering to established credit policies and procedures.
• The ability to display, at all times, a friendly, courteous, and professional manner in all dealings with resort guests and other Castle Hot Springs employees.
• The ability to familiarize oneself with room and rate availability for current and future dates and quote accordingly.
• The ability to know and recite information regarding all of Castle Hot Springs facilities, hours of operation, key personnel, special events and activities, and functions in the Resort.
• The ability to handle several telephone calls at any given time.
• The ability to offer adequate directions to the Resort from all locations.
• The ability to assist resort guests with concierge requests for on-property adventures & activities and local Arizona attractions.
• Knowledge of key local Arizona areas and attractions.
• The ability to handle guest challenges or concerns in conjunction with Management, keeping the team well informed as to the problem resolution and actions that are being taken.
• The ability to utilize computer systems in running daily reports, posting charges, and applying for credits.
• The ability to speak clearly and professionally via radio, e-mail, and in-person to resort guests and other staff members.
• The ability to handle resort emergency procedures and situations with maturity and professionalism.

Specific job knowledge, skill, and ability:

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Reading, writing, and oral proficiency in the English language.
• Ability to maintain a pleasant disposition and function efficiently in a high-stress/pressure work environment.
• Solid interpersonal skills and a positive attitude are a must.
• Computer experience needed, Opera preferred or other Hotel / Property Management System.
• 1 Year Hotel/resort or customer service front desk experience preferred.
• Ability to stand and/or walk continuously to perform essential job functions.
• Clear, articulate telephone voice and excellent/professional communication skills required
• Ability to listen effectively, speak, and write English clearly.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Familiarity with the surrounding area is a plus.
• Must have a clean driving record to meet Resort insurance requirements.
• Must adhere topractices of occupational safety and healthincluding wearing personal protective equipment when required.

Physical Demands:

• Standing, walking,
• Lifting through full range (50+ lbs.)
• Work in temperature extremes of heat, cold, and inclement weather

Appearance Requirements:

• Proper professional attire is required by following appearance guidelines as set forth in the Employee Handbook.
• Appearance must always be neat, clean, and professional.
• Name badge and proper/uniform must be worn at all times.