Guest Services Agent PBX - Seasonal

Horseshoe Bay Resort•Horseshoe Bay, TX

4h•Onsite

About The Position

The Guest Services Agent (PBX/Rapid Response) supports daily Reservations operations by serving as the primary point of contact for in-house guests. This role manages guest calls, coordinates service requests through the HotSOS system, books activities and dining, and assists with accounting-related inquiries to ensure timely service and guest satisfaction. External calls are routed to Sales Agents as appropriate.

Requirements

High school diploma or GED required
Six months to one year of related experience, or an equivalent combination of education and experience
Basic computer proficiency, including Microsoft Office applications
Ability to read and comprehend routine correspondence and instructions
Ability to perform basic math calculations, including percentages and discounts
Clear and professional verbal and written communication skills
Strong organizational and problem-solving abilities
Ability to work independently and collaboratively as part of a team
Ability to perform effectively in high-volume and high-pressure environments
Strong attention to detail and accuracy

Nice To Haves

Prior hotel, resort, or call center experience preferred

Responsibilities

Answer all in-house guest calls promptly and professionally
Accurately communicate approved rates, packages, and resort information
Book in-house accommodations, additional room nights, dining, and activity reservations including golf, spa, transportation, and tennis
Manage and update guest service requests using the HotSOS platform
Complete follow-up calls to confirm reservations and ensure guest satisfaction
Maintain accurate reservation records and amenity documentation to support guest itineraries
Assist with accounting-related inquiries and create service tickets for escalation as needed
Communicate reservation details clearly to resort departments to ensure seamless service delivery
Route external calls to appropriate Sales Agents
Assist Group Reservation Coordinators with overflow work as business needs require
Maintain confidentiality of guest and member information
Perform work with accuracy, efficiency, and attention to detail in a fast-paced environment
Maintain a clean, organized, and professional work area
Participate in ongoing training for reservation systems and resort amenities

Benefits

Weekly meal subsidies
Retail and dining discounts at Horseshoe Bay Resort
Discounts at Crescent Hotels and Resorts properties
Limited access to select resort amenities based on occupancy and business levels
Medical, Dental, and Vision Insurance
Paid vacation and paid holidays
401(k) plan with employer match
Short- and long-term disability coverage
Critical illness and accident insurance
Associate Relief Fund