Call Center Agent - Full Time (Shifts Vary)

Oaklawn•Hot Springs, AR

2d•Onsite

About The Position

Oaklawn is seeking a talented individual to become a Call Center Agent. This role is responsible for creating and maintaining reservation records, processing cancellations and modifications, and assisting guests by finding the right accommodations to fit their needs. The agent will suggest different packages or amenities offered by Oaklawn and provide a memorable first impression, always presenting a friendly and professional image at the Hotel/Casino. This is a full-time position with varying shifts.

Requirements

Must be at least 21 years of age.
2+ years hotel/resort experience
2+ years guest service experience
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.
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

Create and maintain reservation records.
Process cancellations and modifications.
Assist guests by finding the right accommodations to fit their needs.
Suggest different packages or amenities that Oaklawn offers.
Provide a memorable first impression.
Always present a friendly and professional image at the Hotel/Casino.
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.
Master the INFOR Hotel Management System.
Book and enter room reservation requests using the Property Management System.
Enter rooming 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.

Benefits

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.

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