Boutique Hotel PBX & Guest Services Lead

Auberge Collection; Fort Worth (TX); Sur place; USD 17 000 - 25 000; Plein temps

Résumé du poste

Bowie House, Auberge Collection is a boutique hotel in Fort Worth seeking a on-property Call Center Agent (PBX Operator). You will handle all guest calls with prompt, courteous service, relay messages, and coordinate with various departments to ensure guest satisfaction.

Ideal candidates will have 1 year in a similar role, strong English communication, attention to detail, and a polished, guest-focused demeanor. Luxury hospitality experience is preferred.

Qualifications

• 1 year experience in same or similar role.
• Ability to clearly and pleasantly communicate in English, both orally and in writing.
• Ability to perform assigned duties with attention to detail.
• Ability to interact in a polite, professional, and engaging manner.
• Experience in a luxury environment is preferred.

Responsabilités

• 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, including asking questions of guests to better understand their needs and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Answer telephones using appropriate etiquette and procedures.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Monitor busy or unanswered lines, check back with callers on hold to update status and offer to take a message.
• Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, and related services.
• Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments.

Connaissances

English proficiency

Attention to detail

Polite communication

Professional demeanor

Description du poste

Bowie House, Auberge Collection is a boutique hotel in Fort Worth seeking a on-property Call Center Agent (PBX Operator). You will handle all guest calls with prompt, courteous service, relay messages, and coordinate with various departments to ensure guest satisfaction.

Ideal candidates will have 1 year in a similar role, strong English communication, attention to detail, and a polished, guest-focused demeanor. Luxury hospitality experience is preferred.