Guest Experience Call Center Agent

The Knox, Auberge Collection; Dallas (TX); On-site; USD 22,000 - 33,000; Full time

Job summary

The Knox, Auberge Collection in Dallas seeks a Call Center Agent who will serve as the central contact point for guest requests, inquiries, and service coordination within a luxury hotel environment. You will handle in-room dining orders, reservations, messages, and cross-department coordination to ensure guest satisfaction and seamless operations.

The role requires clear communication, multitasking in a fast-paced setting, and a professional, guest-focused demeanor.

Qualifications

• High school diploma or equivalent; hospitality or customer service training preferred.
• 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; professional, calm, guest-focused demeanor.

Responsibilities

• Act as a central communication hub for the property, coordinating services and information across departments.
• Receive and enter in-room dining orders, confirm details, and relay to F&B team.
• Assist guests with restaurant reservations, recording details and updating bookings.
• Log and monitor guest requests, ensuring timely follow-up and resolution.
• Follow up with guests to ensure needs are met and expectations exceeded.
• Record and relay messages with accuracy and professionalism.
• Coordinate with Bell Staff, Front Desk, Housekeeping, Engineering, Security, and F&B.
• Answer, document, and process guest calls, inquiries, and complaints with urgency.
• Anticipate guest needs and provide personalized service where possible.
• Deliver interactions in a professional, positive, and timely manner.
• Engage guests about stay, services, and local attractions to boost satisfaction.
• Thank guests and provide a warm, professional farewell.
• Answer calls within three rings with proper etiquette and tone.
• Use guest names to personalize interactions when available.
• Transfer calls efficiently with context and guest needs.
• Request permission before holds and provide timely updates.
• Monitor lines and follow up on holds with updates or alternatives.
• Handle sensitive situations with tact, discretion, and confidentiality.
• Manage wake-up calls, call forwarding, conference calls, DND, TDD, and non-registered inquiries.
• Maintain knowledge of emergency procedures and contacts for Police, Fire, and maintenance.
• Remain knowledgeable of hotel operations, services, and departments.
• Support guest satisfaction with urgency, care, and attention to brand standards.

Skills

Strong communication

Multitask

Guest services

PMS familiarity

Attention to detail

Professional demeanor

Education

High school diploma or equivalent

Tools

Hotel PMS

Job description

The Knox, Auberge Collection in Dallas seeks a Call Center Agent who will serve as the central contact point for guest requests, inquiries, and service coordination within a luxury hotel environment. You will handle in-room dining orders, reservations, messages, and cross-department coordination to ensure guest satisfaction and seamless operations.

The role requires clear communication, multitasking in a fast-paced setting, and a professional, guest-focused demeanor.