Luxury Hotel Guest Concierge & PBX Specialist

Auberge-Collection; Fort Worth (TX); On-site; USD 21,000 - 30,000; Full time

Job summary

The Bowie House by Auberge Collection in Fort Worth, Texas, seeks an on-site Call Center Agent (PBX Operator) to connect guests with the right services 24/7. You will handle calls promptly, relay messages, and coordinate with Bellperson, Front Desk, Housekeeping, and other teams to ensure guest satisfaction.

Ideal candidates have at least 1 year in a similar role, strong English communication, attention to detail, and a professional, engaging manner.

Qualifications

• 1 year experience in same or similar role.
• Ability to clearly and pleasantly communicate in English, both orally and in writing.
• Ability to perform assigned duties with attention to detail .
• Ability to interact in a polite, professional, and engaging manner.
• Experience in a luxury environment is preferred.

Responsibilities

• Provide prompt, courteous and efficient handling of all incoming calls, keep track of guests’ requests, and follow up to ensure satisfactory service and assistance for outgoing calls.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately, completely, and legibly.
• Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Monitor busy or unanswered lines, check back with callers on hold to update status and offer to take a message.
• Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments.

Skills

Customer service

English proficiency

Communication

Attention to detail

Professional demeanor

Tools

PBX system

Job description

The Bowie House by Auberge Collection in Fort Worth, Texas, seeks an on-site Call Center Agent (PBX Operator) to connect guests with the right services 24/7. You will handle calls promptly, relay messages, and coordinate with Bellperson, Front Desk, Housekeeping, and other teams to ensure guest satisfaction.

Ideal candidates have at least 1 year in a similar role, strong English communication, attention to detail, and a professional, engaging manner.