Call Center Agent - Full Time (Shifts Vary)

Call Center Agent

We are currently seeking a talented individual to become a Call Center Agent. An individual could be successful if they possess the following.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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. The following and other duties may be assigned as necessary:

• 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 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
• 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
• Other duties as assigned

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

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

CERTIFICATES, LICENSES, REGISTRATIONS

Employee must be able to qualify for licenses and permits required by federal, state and local regulations.

OAKLAWN IS AN EQUAL OPPORTUNITY EMPLOYER

It is Oaklawn's intent to provide a drug-free, healthy, safe and secure environment for our Team Members. All applicants must complete a pre-employment drug screen and background check.