Guest Experience Agent - Lobby

Job description

the employer Movement is a journey of art, culture, and community. The Guest Experience Agent – Lobby manages all incoming and outgoing telephone calls, directing them efficiently to the correct departments or guests. The role ensures clear, professional communication, assists guests with inquiries, and supports internal communication to maintain smooth hotel operations. Duties include answering calls promptly, transferring calls efficiently, providing accurate information, operating the PBX/switchboard system, handling wake‑up calls and message taking, maintaining guest privacy, supporting inter‑departmental communication, updating call logs, assisting with emergency procedures, and maintaining professionalism during high‑volume situations.

Requirements

• High school diploma or equivalent
• diploma in hospitality or communications is an advantage
• 1–3 years experience in a PBX, call center, front office, or customer service role (preferably in hospitality)
• basic understanding of telephone switchboard/PBX systems and call handling procedures
• familiarity with hotel operations and guest service standards is an advantage
• basic computer literacy and ability to use communication systems and software
• proficiency in Microsoft Office applications is an advantage

Skills