Guest Services Agent PBX - Seasonal

Guest Services Agent - PBX (Rapid Response)Department: ReservationsLocation: Reservations BuildingFLSA Status: Non-ExemptReports To: Reservations Manager / Reservations SupervisorSchedule: Full-time; rotating schedule including nights and weekendsSupervisory Responsibility: NoneJob SummaryThe 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 ResponsibilitiesAnswer all in-house guest calls promptly and professionallyAccurately communicate approved rates, packages, and resort informationBook in-house accommodations, additional room nights, dining, and activity reservations including golf, spa, transportation, and tennisManage and update guest service requests using the HotSOS platformComplete follow-up calls to confirm reservations and ensure guest satisfactionMaintain accurate reservation records and amenity documentation to support guest itinerariesAssist with accounting-related inquiries and create service tickets for escalation as neededCommunicate reservation details clearly to resort departments to ensure seamless service deliveryRoute external calls to appropriate Sales AgentsAssist Group Reservation Coordinators with overflow work as business needs requireMaintain confidentiality of guest and member informationPerform work with accuracy, efficiency, and attention to detail in a fast-paced environmentMaintain a clean, organized, and professional work areaParticipate in ongoing training for reservation systems and resort amenitiesKnowledge, Skills, and AbilitiesClear and professional verbal and written communication skillsStrong organizational and problem-solving abilitiesAbility to work independently and collaboratively as part of a teamAbility to perform effectively in high-volume and high-pressure environmentsStrong attention to detail and accuracyMinimum QualificationsHigh school diploma or GED requiredSix months to one year of related experience, or an equivalent combination of education and experiencePrior hotel, resort, or call center experience preferredBasic computer proficiency, including Microsoft Office applicationsAbility to read and comprehend routine correspondence and instructionsAbility to perform basic math calculations, including percentages and discountsEmployment StandardsTo 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 DemandsAbility to sit, stand, walk, and use hands for computer and telephone tasksOccasional bending, reaching, or stoopingAbility to lift and move up to 25 poundsWork EnvironmentModerate noise levelOffice and resort operational environmentOccasional exposure to outdoor weather conditionsBenefits and PerksAvailable to Eligible AssociatesWeekly meal subsidiesRetail and dining discounts at Horseshoe Bay ResortDiscounts at Crescent Hotels and Resorts propertiesLimited access to select resort amenities based on occupancy and business levelsFull-Time BenefitsMedical, Dental, and Vision InsurancePaid vacation and paid holidays401(k) plan with employer matchShort- and long-term disability coverageCritical illness and accident insuranceAssociate Relief FundEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws.