Call Center Agent - Part Time (Swing Shift)

Oaklawn•Hot Springs, AR

5d•Onsite

About The Position

Thank you for your interest in becoming part of the Oaklawn Team. We have an extraordinary legacy. We are a family with strong core values, providing a new level of excitement for our guests and Team Members as we aspire to be Arkansas' Employer of Choice. We are currently seeking a talented individual to become a Call Center Agent. An individual could be successful if they possess the following. The Call Center Agent is responsible for creating and maintaining reservation records along with processing any cancellations or modifications. The Call Center Agent will also assist guests by finding the right accommodations to fit their needs, suggesting different packages or amenities that Oaklawn offers as well as providing a memorable first impression. Always presents a friendly and professional image at the Hotel/Casino.

Requirements

Ability to work nights, weekends and holidays
Punctual attendance required
Ability to work required overtime.
Must be able to prioritize and multi-task effectively
Must be able to meet exceptional service standards
Excellent communication skills with an emphasis on proper phone etiquette
Excellent listening skills
Ability to work well under pressure in a fast-paced environment
Ability to work cohesively as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Ability to remain positive, resourceful and improvise while working in a fast-paced environment, sometimes under pressure
Must be able to type 25 words per minute
Computer proficiency is required; Microsoft Office, Outlook, Word, Excel, prior experience with front office/booking software is strongly required
Must be at least 21 years of age.
2+ years hotel/resort experience
2+ years guest service experience
Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
All applicants must complete a pre-employment drug screen and background check.

Nice To Haves

Luxury segment hotel experience highly preferable
2+ years call center experience preferred
Hotel front desk/reservation experience preferable

Responsibilities

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge of: All hotel facilities/services, hours of operation, all guest room layouts, bed types, décor, appointments, and locations, room availability, restricted dates, rates and room types, packages and promotions, arrangements between hotel and travel agencies, and/or corporate reservations center, and Entertainment/special events scheduled in the hotel.
Consistently offer professional, friendly and engaging service
Ability to master INFOR Hotel Management System
Book and enter room reservation requests using the Property Management System
Enter room lists while ensuring accuracy, as required
Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
Liaise with Sales and other departments as required
Answer telephone and email inquiries in a timely manner
Assist guests regarding hotel facilities in an informative way
Develop and maintain knowledge of local attractions, business locations and points of interest
Maintain a clean and organized work environment
Comply with all company privacy standards
Follow department policies, procedures and service standards
Follow all safety policies