Call Center Agent - Part Time (Shifts Vary)

Oaklawn•Hot Springs, AR

About The Position

Oaklawn is seeking a part-time Call Center Agent to create and maintain reservation records and process cancellations and modifications. The agent assists guests in finding accommodations suited to their needs, recommends packages and amenities, and provides a memorable first impression while maintaining a friendly, professional image at the Hotel/Casino. The role requires knowledge of hotel facilities and services, room layouts and availability, rates, packages, promotions, and scheduled entertainment. The agent books reservations and enters rooming lists through the property management system, supports revenue through room upselling, responds to phone and email inquiries, and coordinates with Sales and other departments. The position also requires maintaining an organized work area, following company policies and safety standards, and meeting exceptional guest-service expectations. Must be at least 21 years of age and able to qualify for required licenses and permits. Applicants must complete a pre-employment drug screen and background check.

Requirements

Must be at least 21 years of age.
At least 2 years of hotel/resort experience.
At least 2 years of guest service experience.
Must be able to type 25 words per minute.
Computer proficiency, including Microsoft Office, Outlook, Word, and Excel.
Excellent communication skills, including proper phone etiquette, and excellent listening skills.
Ability to prioritize and multitask effectively, work well under pressure in a fast-paced environment, and work cohesively as part of a team.
Ability to remain calm, courteous, positive, and resourceful while focusing on guest needs.
Ability to meet exceptional service standards.
Must be able to qualify for licenses and permits required by federal, state, and local regulations.
Applicants must complete a pre-employment drug screen and background check.

Nice To Haves

Luxury-segment hotel experience is highly preferable.
At least 2 years of call center experience is preferred.
Hotel front desk or reservation experience is preferable.
Prior experience with front office or booking software is strongly required.

Responsibilities

Create and maintain reservation records, including processing cancellations and modifications.
Assist guests in choosing accommodations and recommend packages, amenities, and hotel facilities.
Anticipate and respond promptly to guest needs, maintain positive guest relations, and resolve complaints to ensure satisfaction.
Maintain knowledge of hotel facilities, services, room layouts, availability, rates, packages, promotions, travel arrangements, and scheduled entertainment.
Book and enter room reservation requests using the Property Management System and enter rooming lists accurately as required.
Maximize revenue by upselling guest rooms and recommending hotel facilities.
Liaise with Sales and other departments as required.
Answer telephone and email inquiries in a timely manner and provide informative assistance about hotel facilities.
Develop and maintain knowledge of local attractions, business locations, and points of interest.
Monitor cleanliness, sanitation, and organization of assigned work areas and maintain a clean work environment.
Comply with company privacy standards, department policies and service standards, and safety policies.
Perform other duties as assigned.
Work nights, weekends, holidays, and required overtime as needed.
Maintain punctual attendance and prioritize and multitask effectively.