Guest Experience Agent - Luxury Hotel Call Center

Auberge Collection; Dallas (TX); Sur place; USD 19 000 - 33 000; Plein temps

Résumé du poste

The Knox Hotel, Auberge Collection, Dallas, TX, seeks a Call Center Agent to handle inbound and outbound guest communications in a hotel environment. You will be the central contact for guest requests, coordinating services across departments and ensuring prompt, professional, and accurate responses to inquiries and service needs.

Responsibilities include recording orders, assisting with restaurant reservations, logging guest requests, and maintaining clear communication with guests and staff.

Qualifications

• High school diploma or equivalent required; hospitality or customer service training preferred.
• Previous experience in hotel operations, call center, or guest services preferred.
• Strong communication and interpersonal skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Basic computer proficiency and ability to learn hotel property management systems.
• Strong attention to detail and problem-solving skills.
• Professional, calm, and guest-focused demeanor.

Responsabilités

• Act as central communication hub for the property, coordinating services and information across departments.
• Enter in-room dining orders accurately, confirm details, and relay to F&B team.
• Assist guests with restaurant reservations by checking availability and recording details.
• Log and track all guest requests, ensuring timely follow-up and resolution.
• Proactively follow up with guests to ensure needs are fully met and expectations exceeded.
• Receive, record, and relay messages with accuracy and professionalism.
• Coordinate with Bell Staff, Front Desk, Housekeeping, Engineering, Security and F&B to resolve requests.
• Answer, document, and process all guest calls, inquiries, and complaints with urgency and a guest-first mindset.
• Deliver all guest interactions in a professional, positive, and timely manner.

Connaissances

Communication

Multitasking

Guest service

Computer skills

Formation

High school diploma or equivalent

Outils

Property Management System (PMS)

Description du poste

The Knox Hotel, Auberge Collection, Dallas, TX, seeks a Call Center Agent to handle inbound and outbound guest communications in a hotel environment. You will be the central contact for guest requests, coordinating services across departments and ensuring prompt, professional, and accurate responses to inquiries and service needs.

Responsibilities include recording orders, assisting with restaurant reservations, logging guest requests, and maintaining clear communication with guests and staff.