Job Description

Rapid Response PBX Agent | Horseshoe Bay Resort

The Role

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.

Primary Responsibilities

Guest Experience & Concierge Services

• Communication Excellence: Handle all in-house inquiries with professional telephone etiquette, routing external calls to Sales Agents and internal requests to the appropriate departments.
• Itinerary Management: Book and manage guest activities, including golf, spa, dining, transportation, and tennis; provide accurate itineraries to ensure a smooth guest journey.
• Problem Resolution: Utilize HotSOS to track and complete guest requests, performing follow-up calls to ensure 100% member and guest satisfaction.
• Financial Assistance: Address guest accounting questions and escalate complex billing issues to the Accounting department via official tickets.

Operational Precision

• Revenue Protection: Convey rate and package information accurately to maximize resort yields while protecting established revenue limits.
• Technical Mastery: Maintain continuous proficiency in our Property Management System (PMS) and amenity reservation platforms.
• Administrative Support: Assist Group Reservation Coordinators with overflow tasks and maintain a meticulously organized workspace.
• Data Integrity: Ensure precise tabulation of all bookings, clerical records, and social guest itineraries.

Employment Standards & Requirements

• Experience: 6 months to 1 year of related experience or training; previous call center or hotel/resort experience is highly preferred.
• Education: High School Diploma or GED required.
• Communication: Exceptional verbal and written skills; ability to present information clearly in one-on-one and small group settings.
• Technical Skills: Proficiency in Microsoft Office Suite; ability to learn and adapt to resort-specific reservation software.
• Mathematical Skills: Basic math proficiency (addition, subtraction, multiplication, division) and the ability to calculate percentages and discounts.

Physical & Mental Demands:

• Focus: Ability to work with speed, accuracy, and extreme attention to detail in a high-pressure environment.
• Stamina: Primarily a sedentary role involving extended periods of sitting, telephone use, and computer work; ability to occasionally lift up to 25 lbs
• Discretion: Must maintain strict confidentiality regarding all member and guest information.

Welcome to the Lake Life (Benefits)

Horseshoe Bay Resort offers 17,000 acres of natural beauty in the Texas Hill Country. We believe in providing a world-class environment for our associates to grow their careers.

Core Benefits:

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