Guest Services Agent PBX

Description

Guest Services Agent – PBX (Rapid Response)

Department: Reservations

Location: Reservations Building

FLSA Status: Non-Exempt

Reports To: Reservations Manager / Reservations Supervisor

Schedule: Full-time; rotating schedule including nights and weekends

Supervisory Responsibility: None

Job Summary

The Guest Services Agent (PBX/Rapid Response) supports daily Reservations operations by serving as the primary point of contact for in-house guests. This role manages guest calls, coordinates service requests through the HotSOS system, books activities and dining, and assists with accounting-related inquiries to ensure timely service and guest satisfaction. External calls are routed to Sales Agents as appropriate.

Essential Duties and Responsibilities

• Answer all in-house guest calls promptly and professionally
• Accurately communicate approved rates, packages, and resort information
• Book in-house accommodations, additional room nights, dining, and activity reservations including golf, spa, transportation, and tennis
• Manage and update guest service requests using the HotSOS platform
• Complete follow-up calls to confirm reservations and ensure guest satisfaction
• Maintain accurate reservation records and amenity documentation to support guest itineraries
• Assist with accounting-related inquiries and create service tickets for escalation as needed
• Communicate reservation details clearly to resort departments to ensure seamless service delivery
• Route external calls to appropriate Sales Agents
• Assist Group Reservation Coordinators with overflow work as business needs require
• Maintain confidentiality of guest and member information
• Perform work with accuracy, efficiency, and attention to detail in a fast-paced environment
• Maintain a clean, organized, and professional work area
• Participate in ongoing training for reservation systems and resort amenities

Knowledge, Skills, and Abilities

• Clear and professional verbal and written communication skills
• Strong organizational and problem-solving abilities
• Ability to work independently and collaboratively as part of a team
• Ability to perform effectively in high-volume and high-pressure environments
• Strong attention to detail and accuracy

Minimum Qualifications

• High school diploma or GED required
• Six months to one year of related experience, or an equivalent combination of education and experience
• Prior hotel, resort, or call center experience preferred
• Basic computer proficiency, including Microsoft Office applications
• Ability to read and comprehend routine correspondence and instructions
• Ability to perform basic math calculations, including percentages and discounts

Employment Standards

To perform this job successfully, an associate must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Physical Demands

• Ability to sit, stand, walk, and use hands for computer and telephone tasks
• Occasional bending, reaching, or stooping
• Ability to lift and move up to 25 pounds

Work Environment

• Moderate noise level
• Office and resort operational environment
• Occasional exposure to outdoor weather conditions

Benefits and Perks

Available to Eligible Associates

• Weekly meal subsidies
• Retail and dining discounts at Horseshoe Bay Resort
• Discounts at Crescent Hotels and Resorts properties
• Limited access to select resort amenities based on occupancy and business levels

Full-Time Benefits

• Medical, Dental, and Vision Insurance
• Paid vacation and paid holidays
• 401(k) plan with employer match
• Short- and long-term disability coverage
• Critical illness and accident insurance
• Associate Relief Fund

Qualifications

Experience coordinating guest needs across multiple departments, assisting with accounting-related inquiries, creating service tickets, maintaining accurate reservation records, and working with attention to detail in a fast-paced, high-pressure hospitality environment.

Education

• Some college (Preferred)
• High School (Required)

Experience

• Required

  Experience coordinating guest needs across multiple departments, assisting with accounting-related inquiries, creating service tickets, maintaining accurate reservation records, and working with attention to detail in a fast-paced, high-pressure hospitality environment.

• Required

  Experience using property management systems and guest request platforms (such as HotSOS) to book accommodations and amenities, track service requests, document guest itineraries, and complete follow-up communication to ensure guest satisfaction.

• Required

  Experience handling high-volume in-house PBX calls in a hotel or resort environment, including guest inquiries, service requests, dining reservations, and activity bookings, while maintaining professional telephone etiquette and service standards.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.