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About the Role

Responsible for transporting guests virtually anywhere they need to go at any time, providing prompt, courteous, and efficient handling of all incoming calls, and managing guest requests to ensure satisfaction.

Responsibilities

• Provide prompt, courteous, and efficient handling of all incoming calls.
• Keep track of guests' requests and follow up to ensure satisfactory service.
• Receive, record, and relay messages accurately, completely, and legibly.
• Contact appropriate individuals or departments to resolve guest calls, requests, or problems.
• Accept and record wake-up call requests and deliver them to the appropriate department.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Follow up with guests regarding satisfaction with guest-related issues.
• Assist other team members to ensure proper coverage and prompt guest service.
• Anticipate guests' service needs and act on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Answer telephones using appropriate etiquette, including answering within 3 rings and using the caller's name.
• Handle sensitive issues with team members and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other team members and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Advise guests of any messages received for them and send to room if required.
• Monitor busy or unanswered lines and check back with callers on hold to update status.
• Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Forward calls to Front Desk during breaks, at night, or whenever the phones are unattended.
• Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments.
• Perform other duties as assigned, including assisting other departments on an as-needed basis.

Requirements

• Ability to clearly and pleasantly communicate in English, both orally and in writing, using proper spelling and grammar, with guests, co-workers, and management.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to interact in a polite, professional, and engaging manner upon encountering resort guests.
• Ability to work a flexible schedule that may include evenings, weekends, and holidays.
• Ability to be a clear thinker and remain calm in emergency situations.

Location

• Austin

Work Type

• Full-time

About the Company

• Auberge Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs.
• Each property shares a crafted approach to luxury and brings the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service.
• With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.

Equal Opportunity

• 4100 Red River Holdings LLC is an Equal Opportunity Employer, M/F/D/V.
• 4100 Red River Holdings 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, 4100 Red River Holdings 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.