Boutique Hotel PBX & Guest Services Concierge

Bowie House, Auberge Collection; Fort Worth (TX); On-site; USD 21,000 - 28,000; Full time

Job summary

Bowie House, Auberge Collection seeks a personable Call Center Agent (PBX Operator) to greet guests and route requests across departments at our Fort Worth property. You will handle calls, relay messages, and assist guests with wake-up calls, special requests, and information about on-site services.

The role emphasizes professional communication, attentiveness to detail, and a refined guest-service approach in a luxury environment.

Qualifications

• Ability to clearly and pleasantly communicate in English, both orally and in writing.
• Ability to perform assigned duties with attention to detail.
• Interact in a polite, professional, and engaging manner.
• Experience in a luxury environment is preferred.

Responsibilities

• Provide prompt, courteous and efficient handling of all incoming calls, keep track of guests’ requests, and follow up to ensure satisfactory service and assistance for outgoing calls.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately, completely, and legibly.
• Contact appropriate individuals or departments to resolve guest calls, requests, or problems.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Anticipate guests' service needs and act on them when possible.
• Address guests' service needs in a professional, positive, and timely manner; engage guests in conversation about their stay and offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Answer telephones using proper etiquette and procedures.
• Handle sensitive issues with tact, respect, diplomacy, and confidentiality.
• Monitor busy or unanswered lines and update status.
• Process wake up calls, screening calls, and related services.
• Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments.

Skills

English communication

Attention to detail

Professional demeanor

Guest service orientation

Telephone etiquette

Technical aptitude

Job description

Bowie House, Auberge Collection seeks a personable Call Center Agent (PBX Operator) to greet guests and route requests across departments at our Fort Worth property. You will handle calls, relay messages, and assist guests with wake-up calls, special requests, and information about on-site services.

The role emphasizes professional communication, attentiveness to detail, and a refined guest-service approach in a luxury environment.