Oaklawn Racing Casino Resort - Hot Springs, AR
posted 4 days ago
Part-time - Entry Level
Hot Springs, AR
About the position
The Call Center Agent at Oaklawn is responsible for managing reservation records, processing cancellations, and assisting guests in finding suitable accommodations. This role emphasizes providing exceptional customer service and maintaining a professional image while ensuring guest satisfaction and positive relations.
Responsibilities
- Create and maintain reservation records.
- Process cancellations and modifications.
- Assist guests in finding accommodations that fit their needs.
- Suggest packages or amenities offered by Oaklawn.
- Provide a memorable first impression to guests.
- Anticipate guests' needs and respond promptly.
- Maintain positive guest relations at all times.
- Resolve guest complaints to ensure satisfaction.
- Monitor and maintain cleanliness and organization of work areas.
- Maintain complete knowledge of hotel facilities, services, and room types.
- Book and enter room reservation requests using the Property Management System.
- Ensure revenue maximization by up-selling guest rooms.
- 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 and points of interest.
- Comply with all company privacy standards and safety policies.
Requirements
- Must be at least 21 years of age.
- 2+ years of hotel/resort experience.
- 2+ years of guest service experience.
- 2+ years of call center experience preferred.
- Luxury segment hotel experience highly preferable.
- Hotel front desk/reservation experience preferable.
- Excellent communication skills with an emphasis on proper phone etiquette.
- Ability to work nights, weekends, and holidays.
- Punctual attendance required.
- Ability to prioritize and multi-task effectively.
- Computer proficiency required; experience with Microsoft Office and booking software.
Nice-to-haves
- Experience with INFOR Hotel Management System.
- Ability to type 25 words per minute.
Benefits
- Equal opportunity employer.
- Drug-free workplace.
