Job Description
Communication Center Agent - Rooms Division
PROPER AUSTIN HM LLC
Austin, TX Job Details 14 hours ago Qualifications High school diploma or GED Full Job Description Situated in Downtown's Second Street District, Austin Proper Hotel and Residences is an iconic luxury destination just steps from Lady Bird Lake, ACL Live, and the city's best shopping. With expressive interiors by Kelly Wearstler and culinary concepts by McGuire Moorman Lambert Hospitality, the hotel offers 238 design-forward rooms and suites, a rooftop pool, immersive wellness experiences, and menus built around local farms, vibrant produce, and nutrient-rich ingredients. Wellness, design, and culture, seamlessly woven into every stay. Job Summary:
The Communication Center Agent serves as the central communications hub of the hotel, delivering prompt, courteous, and discreet telephone services in alignment with luxury hospitality standards. This role manages incoming and outgoing calls, coordinates guest requests, and facilitates communication between guests and hotel departments to ensure a seamless and positive guest experience. Essential Functions:
Operate the hotel telephone and manage all incoming and outgoing calls using Proper telephone etiquette, including answering promptly, routing calls appropriately, placing callers on hold when necessary, and accurately receiving and relaying messages. Process and manage guest service requests such as wake-up calls, call screening, do-not-disturb requests, call forwarding, conference calls, and other communication-related services. Monitor and respond to guest communications across multiple platforms, including phone and SMS, ensuring requests are documented and followed up on to confirm resolution and guest satisfaction. Coordinate with hotel departments (Front Desk, Housekeeping, Engineering, Security, Bell Services, and Valet) to fulfill guest requests, dispatch staff as needed, and assist with luggage delivery coordination and guest notifications when rooms become available. Support guest arrival and stay operations by monitoring online check-ins, mobile key requests, and room readiness, and by providing information about hotel services and local attractions. Assist guests with internet access inquiries, escalate technical issues to the appropriate service provider, and ensure communications equipment is tested and functioning properly. Education and or/Experience High School Diploma or equivalent required. Previous experience in customer service or hospitality is preferred, but not required. Experience with hotel reservation systems (e.g., InforHMS, Alice, or similar) is a plus. Skills/Specialized Knowledge Strong verbal communication and guest service skills. Ability to multitask and manage multiple communication channels simultaneously. Professional demeanor with the ability to remain calm and courteous in a fast-paced environment. Previous hospitality or guest service experience preferred. Physical Demands:
Long-term sitting is the primary physical function. Walking and standing are occasionally required. Frequent use of hands, fingers, and wrists for typing and grasping for phone and computer mouse use. Hearing/auditory and vision acuity. Clear verbal communication. Ability to occasionally lift or move up to 20 pounds. Why Join Proper Hospitality At Proper, we build experiences that move people — and that begins with the team behind them. As a best-in-class employer, we're committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together. Everything we do is grounded in the belief that hospitality is more than a profession - it's an opportunity to care for others and make lives better. Guided by the Pillars of Proper , we show up with warmth and authenticity ( Care Proper ), strive for excellence in everything we do ( Achieve Proper ), think creatively and resourcefully ( Imagine Proper ), and take pride in the style and culture that make us who we are ( Present Proper ). We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career, and a life, that feels as inspiring as the experiences we create for our guests. Our Commitment:
Building the Best Place to Work Our Best Place to Work initiative is a living commitment — a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically. At Proper, joining the team means more than finding a job — it means joining a community that believes in building beautiful experiences together , for our guests and for one another. Proper Hospitality is an equal-opportunity employer. We provide employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category. We also consider qualified applicants with criminal histories in accordance with local Fair Chance Hiring Ordinances. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
