Call Center Agent

Job Description

The Call Center Agent is responsible for handling inbound and outbound guest communications in a hotel environment. This role serves as a central point of contact for guest requests, inquiries, and service coordination. The Call Center Agent ensures all guest interactions are handled promptly, professionally, and accurately while supporting overall guest satisfaction and seamless hotel operations.

• 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.
• 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.

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.

Additional Information

About Auberge Collection
Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.

For more information: auberge.com

Connect with Auberge Collection on Instagram, TikTok, Facebook, and LinkedIn @Auberge and #AlwaysAuberge

About Friedkin
Friedkin is a privately held family of global brands spanning automotive, entertainment, hospitality, investments, and sports.

Founded in 1969 and headquartered in Houston, Texas, the company is led by Chief Executive Dan Friedkin, and united by a mission to build breakthrough brands that redefine the status quo.

The Friedkin portfolio includes Gulf States Toyota, 30WEST, Accelerated Solutions Group, AS Roma, Ascent Automotive Group, Auberge Collection, Congaree, Copilot Capital, Diamond Creek, Everton Football Club, GSFSGroup, Imperative Entertainment, Legendary Expeditions, NEON, Northside Lexus, Pursuit Sports, The Friedkin Group International, USAL and Westside Lexus.

For more information, please visit www.friedkin.com

The Knox Hotel Employer LLC is an Equal Opportunity Employer, M/F/D/V. The Knox Hotel Employer LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, The Knox Hotel Employer LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training