Call Center Agent/PBX

1 Hotel Austin, L.L.C.; Austin (TX); On-site; USD 35,000 - 50,000; Full time

Job summary

1 Hotel Austin, L.L.C. is seeking a Call Center / PBX Agent to join their team in Austin, Texas. The role involves handling all hotel calls and providing excellent guest service, processing reservations, and resolving inquiries effectively.

The ideal candidate will possess strong communication skills, attention to detail, and a high school diploma. Flexibility with scheduling is essential to meet business needs, especially during peak times.

Qualifications

• Previous experience in a hotel call center, front desk, or guest services role preferred.
• Ability to multitask and remain composed in a fast-paced environment.
• Flexible availability including evenings, weekends, and holidays.

Responsibilities

• Field all hotel calls and direct them appropriately.
• Greet callers sincerely and professionally.
• Process reservations accurately and handle guest requests.

Skills

Strong verbal communication skills

Attention to detail

Organizational abilities

Problem-solving abilities

Proficiency with telephone systems

Education

High school diploma or equivalent

Tools

Property Management System (PMS)

Job description

Overview

Grow with us… Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. We hire thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us. Our team is fast, friendly, and easy to talk to about anything that sets our guests up for success with their trip. They can anticipate our guests’ needs and provide on‑the‑spot solutions, help with arrival and departure, from airport transfers to luggage storage. We are looking for a warm, articulate, naturally helpful Call Center / PBX Agent to join our team.

Responsibilities

• Field all hotel calls, direct them appropriately, and communicate critical information to guests and staff as needed.
• Greet callers with a friendly and sincere welcome, using a positive and clear speaking voice.
• Answer incoming calls, e‑mails, and online booking inquiries promptly and professionally.
• Process reservations accurately using the Property Management System (PMS).
• Provide knowledge on room product, rates, availability, and special offers.
• Upsell rooms and services to maximize revenue opportunities.
• Handle guest issues, overbooking, and potential wait‑listed business; escalates system support issues to the Reservations Manager.
• Ensure daily checklist tasks are completed.
• Maintain thorough knowledge of hotel policies, promotions, and events.
• Handle special requests and assist with group bookings or VIP reservations.
• Ensure all guest information is entered accurately and kept confidential.
• Promptly answer telephone and web inquiries.
• Input messages into the computer and communicate content to the guest.
• Attend pre‑shift meetings to learn shift details, including property and guest expectations.
• Attend and participate in all required meetings.
• Perform any other reasonable duties as requested by the leadership team.
• Analyze and resolve problems, exercise good judgement, and keep the guest in mind.
• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries.
• Ensure compliance with hotel policies, procedures, and standards.
• Maintain clean and professional uniform and personal appearance.
• Maintain confidentiality of proprietary information.
• Embod[e] the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good‑Natured Service, and uphold our Brand Pillars.

Qualifications & Skills

• High school diploma or equivalent required.
• Previous experience in a hotel call center, front desk, reservations, or guest services role preferred.
• Strong verbal communication skills with a clear, pleasant, and professional phone manner.
• Excellent listening skills and attention to detail.
• Ability to multitask and remain composed in a fast‑paced environment.
• Strong organizational and problem‑solving abilities.
• Proficiency with telephone systems and basic computer applications.
• Ability to work independently and collaboratively as part of a team.
• Flexible availability, including evenings, weekends, and holidays as required by business needs.
• Workers are required to work varying schedules, including holidays, to accommodate hotel demands.

Equal Opportunity Employer

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non‑discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.