Caring for guests by handling inbound and outbound communications is the core responsibility of the Call Center Agent. This role serves as a central point of contact for guest requests, inquiries, and service coordination, ensuring all interactions are handled promptly, professionally, and accurately to support overall guest satisfaction and seamless hotel operations.
Responsibilities
Act as a central communication hub for the property, effectively “transporting” guest requests virtually by coordinating services and information across all hotel departments
Receive and accurately enter in-room dining orders, confirm key details with the guest, and promptly relay orders to the appropriate Food & Beverage team
Assist guests with reservations for The Knox restaurants by checking availability, recording reservation details and preferences, and confirming or updating bookings in the designated system
Accurately log, track, and monitor all guest requests, ensuring timely follow-up and resolution to confirm guest satisfaction
Proactively follow up with guests regarding requests, concerns, or service issues to ensure needs have been fully met and expectations exceeded
Receive, record, and relay messages with complete accuracy, professionalism, and attention to detail, ensuring clear communication between guests and staff
Contact and coordinate with appropriate departments including Bell Staff, Front Desk, Housekeeping, Engineering, Security/Loss Prevention, and Food & Beverage to resolve guest requests, concerns, or operational needs
Answer, document, and process all guest calls, inquiries, requests, and complaints with urgency, professionalism, and a guest-first mindset
Anticipate guest service needs by actively listening, asking clarifying questions, and recognizing preferences to provide personalized service whenever possible
Deliver all guest interactions in a professional, positive, and timely manner, ensuring a seamless and welcoming experience throughout the guest journey
Engage guests in courteous conversation regarding their stay, hotel services, amenities, and local attractions to enhance overall guest satisfaction
Thank guests sincerely for their call and provide a warm, professional farewell that reinforces hospitality standards
Answer all telephone calls within three rings, using proper telephone etiquette, including a warm greeting, appropriate tone, and clear communication
Use guest names whenever available and appropriate to personalize interactions and enhance service quality
Transfer calls efficiently to the appropriate departments or individuals while ensuring proper context and communication of guest needs
Request permission before placing callers on hold and provide timely updates for any extended hold times
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Monitor unanswered or busy lines and proactively check back with callers on hold, offering updates or alternative solutions when needed
Handle sensitive guest and employee situations with the highest level of tact, discretion, professionalism, and confidentiality
Process and manage specialized call functions including wake-up calls, call forwarding, conference calls, do-not-disturb requests, TDD relay calls, and non-registered guest inquiries
Maintain a thorough understanding of emergency procedures and possess up-to-date contact information for Police, Fire Department, and emergency maintenance or telephone repair services
Remain fully knowledgeable of hotel operations, services, and departments to ensure accurate information is provided at all times
Support overall guest satisfaction by ensuring all communication is handled with urgency, care, and attention to detail in alignment with hotel brand standards
Requirements
High school diploma or equivalent required
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
Nice to have:
Hospitality or customer service training
Previous experience in hotel operations, call center, or guest services
Strong communication and interpersonal skills
Ability to multitask and prioritize in a fast-paced environment
About the Company
The Knox, Auberge Collection, will debut in 2026 as a revolutionary destination in Dallas, offering 140 guest rooms and suites, four dining and drinking venues, event spaces, and a signature Wellbeing by Auberge concept. Auberge Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs, with 30 one-of-a-kind properties. Friedkin is a privately held family of global brands spanning automotive, entertainment, hospitality, investments, and sports, founded in 1969 and headquartered in Houston, Texas.
