Guest Experience Agent – Luxury Hotel Call Center

Auberge Resorts Collection; Dallas (TX); Sur place; USD 30 000 - 42 000; Plein temps

Résumé du poste

The Knox Hotel in Dallas, part of Auberge Collection, seeks a Call Center Agent to be the central hub for guest communications. You will handle inbound and outbound calls, assist with dining reservations, and coordinate across Front Desk, Food & Beverage, Housekeeping, Engineering and Security to ensure a seamless guest experience.

A High school diploma or equivalent is required; strong communication, multitasking, and a guest‑focused demeanor are essential.

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 a central communication hub for the property, coordinating services and information across departments.
• Receive and enter in-room dining orders, confirm details with the guest, and relay orders to the appropriate Food & Beverage team.
• Assist guests with reservations for The Knox restaurants by checking availability, recording details and updating bookings.
• Accurately log, track, and monitor all guest requests, ensuring timely follow-up and resolution.
• Proactively follow up with guests regarding requests, concerns, or service issues to ensure needs are met.
• Receive, record, and relay messages with complete accuracy and professionalism.
• Coordinate with Bell Staff, Front Desk, Housekeeping, Engineering, Security/Loss Prevention, and Food & Beverage to resolve guest needs.
• Answer, document, and process all guest calls, inquiries, requests, and complaints with urgency and a guest-first mindset.
• Deliver all guest interactions in a professional, positive, and timely manner.

Connaissances

Strong communication

Interpersonal skills

Multitasking

Problem-solving

Guest-focused

Formation

High school diploma or equivalent

Description du poste

The Knox Hotel in Dallas, part of Auberge Collection, seeks a Call Center Agent to be the central hub for guest communications. You will handle inbound and outbound calls, assist with dining reservations, and coordinate across Front Desk, Food & Beverage, Housekeeping, Engineering and Security to ensure a seamless guest experience.

A High school diploma or equivalent is required; strong communication, multitasking, and a guest‑focused demeanor are essential.