Reservations Rapid Response PBX Agent

Horseshoe Bay Resort • Horseshoe Bay, TX

8d

About The Position

As a Rapid Response PBX Agent, you are the central hub of communication for
Horseshoe Bay Resort. You serve as the primary point of contact for in-house
guests, ensuring their "Lake Life" experience is seamless, personalized, and
stress-free. From securing elite dining reservations to resolving accounting
inquiries and managing service requests via HotSOS, you are the voice of our
luxury hospitality.

Requirements

• 6 months to 1 year of related experience or training; previous call center or hotel/resort experience is highly preferred.
• High School Diploma or GED required.
• Exceptional verbal and written skills; ability to present information clearly in one-on-one and small group settings.
• Proficiency in Microsoft Office Suite; ability to learn and adapt to resort-specific reservation software.
• Basic math proficiency (addition, subtraction, multiplication, division) and the ability to calculate percentages and discounts.
• Ability to work with speed, accuracy, and extreme attention to detail in a high-pressure environment.
• Primarily a sedentary role involving extended periods of sitting, telephone use, and computer work; ability to occasionally lift up to 25 lbs.
• Must maintain strict confidentiality regarding all member and guest information.

Nice To Haves

• previous call center or hotel/resort experience is highly preferred.

Responsibilities

• Handle all in-house inquiries with professional telephone etiquette, routing external calls to Sales Agents and internal requests to the appropriate departments.
• Book and manage guest activities, including golf, spa, dining, transportation, and tennis; provide accurate itineraries to ensure a smooth guest journey.
• Utilize HotSOS to track and complete guest requests, performing follow-up calls to ensure 100% member and guest satisfaction.
• Address guest accounting questions and escalate complex billing issues to the Accounting department via official tickets.
• Convey rate and package information accurately to maximize resort yields while protecting established revenue limits.
• Maintain continuous proficiency in our Property Management System (PMS) and amenity reservation platforms.
• Assist Group Reservation Coordinators with overflow tasks and maintain a meticulously organized workspace.
• Ensure precise tabulation of all bookings, clerical records, and social guest itineraries.

Benefits

• Medical, Dental, and Vision; Long/Short-term Disability, Major Illness, and Accident plans.
• 401(k) with employer match, Paid Vacation, Paid Holidays, and scheduled reviews/raises.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED