Call Center Agent

Auberge Collection • Dallas, TX

3d

About The Position

The Call Center Agent handles inbound and outbound guest communications in a hotel environment and serves as a central point of contact for guest requests, inquiries, and service coordination. The role ensures interactions are handled promptly, professionally, and accurately while supporting guest satisfaction and seamless hotel operations. The agent coordinates guest requests across departments, manages in-room dining and restaurant reservations, and records, tracks, and follows up on requests to confirm resolution. The position also handles telephone functions and sensitive communications while maintaining knowledge of hotel operations, services, departments, and emergency procedures.

Requirements

• High school diploma or equivalent.
• Strong communication and interpersonal skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Basic computer proficiency and ability to learn hotel property management systems.
• Strong attention to detail and problem-solving skills.
• Professional, calm, and guest-focused demeanor.

Nice To Haves

• Hospitality or customer service training.
• Previous experience in hotel operations, a call center, or guest services.

Responsibilities

• Serve as the property's central communication hub by coordinating guest requests, services, and information across hotel departments.
• Receive and accurately enter in-room dining orders, confirm details with guests, and relay orders promptly to the Food & Beverage team.
• Assist guests with reservations for The Knox restaurants by checking availability, recording details and preferences, and confirming or updating bookings in the designated system.
• Log, track, and monitor guest requests, following up promptly to ensure resolution and guest satisfaction.
• Proactively follow up with guests about requests, concerns, or service issues.
• Receive, record, and relay messages accurately and professionally between guests and staff.
• Coordinate with Bell Staff, Front Desk, Housekeeping, Engineering, Security/Loss Prevention, and Food & Beverage to address guest requests and operational needs.
• Answer, document, and process guest calls, inquiries, requests, and complaints with urgency and professionalism.
• Listen actively, ask clarifying questions, and recognize guest preferences to anticipate service needs and personalize service.
• Provide professional, positive, and timely guest interactions throughout the guest journey.
• Discuss the guest's stay, hotel services, amenities, and local attractions to enhance satisfaction.
• Thank guests sincerely and provide a warm, professional farewell.
• Answer telephone calls within three rings using proper telephone etiquette, a warm greeting, and clear communication.
• Use guest names when available and appropriate.
• Transfer calls efficiently to the correct department or individual and communicate the relevant context.
• Request permission before placing callers on hold, provide updates during extended holds, and check back with callers on unanswered or busy lines.
• Handle sensitive guest and employee situations with tact, discretion, professionalism, and confidentiality.
• Manage wake-up calls, call forwarding, conference calls, do-not-disturb requests, TDD relay calls, and inquiries from non-registered guests.
• Maintain familiarity with emergency procedures and current contact information for police, fire, and emergency maintenance or telephone repair services.
• Remain knowledgeable about hotel operations, services, and departments to provide accurate information.
• Support guest satisfaction by handling all communications with urgency, care, and attention to detail in alignment with hotel brand standards.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED