Communication Center Agent - Rooms Division

Proper Hospitality Careers•Austin, TX

3d•Onsite

About The Position

The Communication Center Agent serves as the central communications hub of the hotel, delivering prompt, courteous, and discreet telephone services in alignment with luxury hospitality standards. This role manages incoming and outgoing calls, coordinates guest requests, and facilitates communication between guests and hotel departments to ensure a seamless and positive guest experience.

Requirements

High School Diploma or equivalent required.
Strong verbal communication and guest service skills.
Ability to multitask and manage multiple communication channels simultaneously.
Professional demeanor with the ability to remain calm and courteous in a fast-paced environment.
Frequent use of hands, fingers, and wrists for typing and grasping for phone and computer mouse use.
Hearing/auditory and vision acuity.
Clear verbal communication.

Nice To Haves

Previous experience in customer service or hospitality is preferred, but not required.
Experience with hotel reservation systems (e.g., InforHMS, Alice, or similar) is a plus.
Previous hospitality or guest service experience preferred.
Ability to occasionally lift or move up to 20 pounds.

Responsibilities

Operate the hotel telephone and manage all incoming and outgoing calls using Proper telephone etiquette, including answering promptly, routing calls appropriately, placing callers on hold when necessary, and accurately receiving and relaying messages.
Process and manage guest service requests such as wake-up calls, call screening, do-not-disturb requests, call forwarding, conference calls, and other communication-related services.
Monitor and respond to guest communications across multiple platforms, including phone and SMS, ensuring requests are documented and followed up on to confirm resolution and guest satisfaction.
Coordinate with hotel departments (Front Desk, Housekeeping, Engineering, Security, Bell Services, and Valet) to fulfill guest requests, dispatch staff as needed, and assist with luggage delivery coordination and guest notifications when rooms become available.
Support guest arrival and stay operations by monitoring online check-ins, mobile key requests, and room readiness, and by providing information about hotel services and local attractions.
Assist guests with internet access inquiries, escalate technical issues to the appropriate service provider, and ensure communications equipment is tested and functioning properly.