Service Center Associate

Service Center Associate: Rosewood Calistoga

OUR PURPOSE AND CULTURE

We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact.

As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

THE TEAM

The Service Center team serves as the communication hub of the resort, connecting guests with the services, experiences, and support they need throughout their stay. As the voice of the resort, the team creates meaningful first impressions, resolves guest requests efficiently, and ensures seamless communication across all departments.

Working closely with Front Office, Concierge, Butler, Housekeeping, Engineering, Spa, Transportation, and Food & Beverage teams, the Service Center plays a critical role in delivering personalized service and exceptional guest experiences.

YOUR ROLE

As a Service Center Associate (PBX Operator), you will be the primary point of contact for guests calling the resort. You will manage incoming and outgoing communications, coordinate guest requests, take In-Room Dining orders, assist with restaurant and activity reservations, and support operational communication across the property.

This role requires exceptional communication skills, attention to detail, and a genuine desire to help others. Through professionalism, efficiency, and warmth, you will ensure every guest interaction reflects the personalized hospitality that defines Rosewood.

HOW YOU'LL MAKE THE PLACE

• Respond to incoming guest calls, emails, text messages, and service requests with professionalism, warmth, and efficiency.
• Coordinate guest requests and communicate effectively with resort departments to ensure timely fulfillment and exceptional service.
• Process In-Room Dining orders accurately while promoting menu offerings and enhancing the guest experience.
• Assist guests with restaurant reservations, spa appointments, transportation arrangements, resort activities, and special requests.
• Maintain accurate reservation and guest information while documenting requests and follow-up actions appropriately.
• Serve as a knowledgeable resort ambassador by providing information about amenities, services, events, and local experiences.

COULD THIS BE YOU?

• You are passionate about hospitality and creating exceptional guest experiences through every interaction.
• You possess outstanding verbal and written communication skills and enjoy assisting guests with a wide variety of requests.
• You are highly organized, detail-oriented, and able to manage multiple priorities simultaneously.
• You remain calm, professional, and solution-oriented in a fast-paced environment.
• You are comfortable learning and utilizing multiple technology systems, including phone, reservation, and messaging platforms.
• You bring previous experience in hospitality, guest services, call center operations, front office, restaurant reservations, or customer service roles.

OUR BENEFITS

As part of our team, you'll enjoy a thoughtfully designed benefits package that supports your wellbeing, professional growth, and life beyond work. Our offerings include:

• Zero-cost healthcare plan options
• 401(k) retirement savings program
• 15 days of paid time off and 7 paid holidays
• 16 weeks of fully paid maternity and paternity leave for eligible associates
• 12 complimentary room nights annually plus 50% off food and beverage experiences
• Complimentary employee meals and free onsite parking.

In addition, we provide ongoing learning and development opportunities and access to global career pathways across Rosewood Hotels & Resorts, helping you build a rewarding and meaningful career.

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard and valued. We're a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations.

We're not only committed to building and nurturing genuine, long-lasting relationships but to transforming them - and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.

PAY TRANSPARENCY

The wage for this position is $26.00 hourly. This is the pay range that the company expects to pay for this position. Decisions regarding individual salaries will be based on several factors, such as experience, type of experience, location, and education.