Central Services Representative

The Central Services Representative is responsible for coordinating all aspects of hotel room reservations while delivering efficient, professional, and friendly telephone and guest services. This role serves as a primary point of contact for internal and external calls, performing PBX operations such as answering and directing calls, transferring calls to guest rooms or departments, recording and relaying accurate messages, processing wake-up calls, and assisting with guest inquiries, requests, complaints, and service recovery. The position requires strong knowledge of the hotel property management system to maximize room revenue, sell rooms to meet occupancy goals, follow approved selling strategies, and communicate daily with management and front desk leadership regarding guest-related issues. The representative builds guest loyalty through sincere interactions, maintains confidentiality of sensitive information, makes quick decisions in a fast-paced environment, works collaboratively with team members, and demonstrates full understanding of emergency procedures while working with Security as needed.

The Central Services Representative must adhere to Laguna Development Corporation core values, policies, safety and health regulations, and TGRA compliance requirements, while maintaining a clean, safe, and hazard-free work environment. Duties also include communicating with area hotels regarding occupancy and rates, supporting up-selling opportunities, participating in corporate meetings and events, and cross-training with the Front Office when necessary. The role requires regular, punctual attendance with flexibility to work weekends, holidays, and unusual hours, along with the physical ability to sit, stand, use hands repetitively, lift moderate weight, and function in an indoor environment with exposure to smoke, odors, noise, and confined areas. Qualifications include a high school diploma or GED preferred, relevant guest service experience (preferably in hospitality or gaming), clerical and PBX experience, basic computer proficiency, and the ability to pass a pre-employment drug and alcohol screening.