Hotel Front Office Agent

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: Specific areas of responsibility including, but not limited to:

• 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.

1. Required Education: N/A   Preferred Education: HS DIPLOMA
2. Work Experience:
   1. Prefer one (1) year prior hotel experience, preferably Front Desk Operations.
3. Knowledge, Skills, and Abilities:
   1. Must have basic computer knowledge with Microsoft Office programs.
   2. Must possess effective communication (verbal and written) skills in English.  Bilingual in Spanish a plus.
   3. OPERA PMS system experience a plus.
4. Professional Licenses & Certifications Requirements: N/A
5. Must be 18+ years old and be available for all shifts, including weekends and holidays.
6. Must be eligible to work in the U.S. and pass a drug test and background check for an AZ Gaming License.
7. Must adhere to all Cliff Castle Casino Hotel policies and procedures.
8. 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.