Call Center Agent - PT

Virgin Hotels; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

Virgin Hotels in the United States is seeking a Call Center Agent to expeditiously answer incoming calls, log guest messages, wake‑up calls, and route information to guests, hotel management, and executives.

The role supports guests and hotel staff by handling requests across engineering, housekeeping, and other departments, and by processing departures and billing tasks to ensure accurate guest experiences.

Qualifications

• Must be legally authorized to work in the United States.
• Strong communication skills in English with guests and coworkers.
• Proficient in using a computer to input and retrieve customer information with attention to detail.
• High school diploma or equivalent with at least two months of on‑the‑job training.

Responsibilities

• Answer incoming calls and direct calls or provide general information.
• Log and distribute guest messages and wake‑up calls to guests, staff, and executives.
• Assist in‑house guests with requests across engineering, housekeeping, and other departments.
• Process guest departures, including billing tasks and finalizing folios.

Skills

Effective communication

Attention to detail

Teamwork

Self-motivation

English proficiency

Data entry

Education

High school diploma or equivalent

Tools

PBX NEC console system

Agilysys AS400

LMS property management system

Microsoft Word

Excel

Outlook

Job description

Call Center Agent will play an important role for expediting all incoming calls in a timely and accurate manner, responding to emergency situations, and handling guest messages and wake‑up calls. The agent will be responsible for logging and distributing messages to hotel guests, hotel management, and hotel executives, as well as handling guest and wake‑up calls.

Essential Job Duties

• Receive internal and external calls to answer questions, direct calls or provide general information.
• Meet department standards regarding dialogue and customer courtesy.
• Provide accurate information to appropriate authorities/departments during emergencies.
• Assist in‑house guests with all requests and challenges, including but not limited to engineering challenges, housekeeping needs, and general questions.
• Answer internal phone calls from food and beverage outlets with questions regarding charging privileges, room service amenities, and pre‑authorization of charges.
• Process guest departure requests, including settling the bill, arranging and posting late check‑out fee, and finalizing departure requests such as emailing or faxing the guest's folio.

Qualifications

• Use all equipment associated with the position, including computer keyboard, PBX NEC console system, Agilysys AS400, LMS property management system, and two‑way radios and cellular phone equipment.
• Use a computer effectively to access, understand, and input customer information.
• Effectively communicate in English with customers and coworkers.
• Review and comprehend all necessary documentation.

Must‑Have Skills

• Current, legal, and unrestricted ability to work in the United States.
• Always communicate effectively with all levels of employees and all external contacts.
• Experience using a computer to effectively access, understand, and input customer information.
• Review, comprehend, and respond to all necessary documentation with strong attention to detail.
• Use all equipment associated with the position, including Microsoft Word, Excel, and Outlook.
• Must have a high school degree or equivalent, and at least two months of on‑the‑job training.

Working Conditions

• Work in an environment with varying noise levels, dependent on work volume.
• Effectively and efficiently move from floor to floor as needed.
• Lift up to 40 pounds and up to 50 pounds to perform inspector and utility duties and inventory checks.
• Must be able to withstand prolonged sitting without restriction.
• Must be able to work in a fast‑paced, busy, and somewhat stressful environment, maintaining physical stamina and mental attitude while dealing with guests, management, team members, and outside contacts under pressure and meeting deadlines.
• Must be able to touch and handle supplies in a safe and non‑hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods.

Desired Traits

• Logical and creative approach.
• Enjoy working with a team and alone as the situation dictates.
• Adaptable and flexible.
• Embodies a great attitude.
• Unwavering integrity and strong work ethic.
• Appreciates constructive feedback and provides it graciously.
• Tenacious and self‑motivated.