Call Center Agent

3 days ago


Houston, Texas, United States Hotel Granduca Full time
The PBX Operator at Hotel Granduca Houston plays a critical role in ensuring the smooth operation of our hotel's communication systems. As a key member of our team, you will be responsible for handling all incoming and outgoing calls, managing reservations, and overseeing in-room dining orders. Your expertise will enable you to effectively communicate with guests, staff, and external services, while maintaining a professional demeanor at all times. In addition to your core responsibilities, you will also be involved in emergency procedures, record keeping, and collaboration with other departments. To excel in this role, you will need to possess excellent customer service skills, strong communication abilities, and the capacity to work under pressure in a fast-paced environment. If you are a motivated individual with a passion for delivering exceptional service, we invite you to join our dynamic team as a PBX Operator.
Key Responsibilities:
  • Telephone Handling: Manage all incoming and outgoing calls, respond to general inquiries, and route calls to appropriate departments or rooms.
  • Reservations Management: Oversee the reservation process, take and confirm room bookings, and update reservation details in the system.
  • In-Room Dining Orders: Process and confirm in-room dining orders, ensure timely delivery, and provide guests with menu options and answer any questions related to in-room dining.
  • Guest Interaction: Address guests' calls, inquiries, and concerns in a friendly and professional manner, take messages for guests, and maintain a professional demeanor at all times.
  • Communication Systems Management: Operate the hotel's PBX system, ensure it is functioning properly, and monitor and report any issues with the telephone system or equipment.
  • Emergency Procedures: Respond promptly to emergency calls, follow the hotel's emergency protocol, and contact the necessary authorities if needed.
  • Record Keeping and Reports: Maintain accurate logs of telephone calls, messages, in-room dining orders, and reservations, and prepare reports on telephone usage, billing inquiries, and other required documentation.
  • Collaboration: Work closely with other departments such as the front desk, concierge, housekeeping, and food & beverage to provide seamless service to guests, and maintain positive working relationships with team members.

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