Call Center Agent - Part Time (Shifts Vary)

OJC Oaklawn Jockey Club, Inc.; Hot Springs (AR); On-site; Confidential; Full time

Job summary

Oaklawn Jockey Club in Hot Springs, Arkansas is seeking a Call Center Agent to create and maintain reservation records, assist guests with accommodations, and promote Oaklawn packages. You will deliver a friendly, professional first impression and handle calls and emails promptly.

If you have 2+ years in hotel/resort guest service or call center, strong communication, and computer proficiency (MS Office, booking software), you could join a team that values service excellence and operational

Qualifications

• Must be able to create and maintain reservation records.
• Strong communication and listening skills for guest interactions.
• Experience with hotel facilities, rates, and packages helpful.
• Proficient with Microsoft Office and hotel front desk software.

Responsibilities

• Create and maintain reservation records, process cancellations and modifications.
• Assist guests in selecting accommodations and packages.
• Provide friendly, professional service at all times.
• Answer calls and emails promptly and accurately.
• Maintain knowledge of hotel facilities, services, and local attractions.
• Upsell guest rooms and hotel facilities where appropriate.

Skills

Communication skills

Typing 25 wpm

MS Office

Guest service

Front desk experience

Reservation systems

Multitasking

Education

High school diploma or equivalent

Tools

INFOR Hotel Management System

Booking software

Job description

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.

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.

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.

Welcome to Oaklawn, your ultimate destination for unforgettable experiences in the heart of Hot Springs, Arkansas. With a rich history dating back to 1904, we have established ourselves as one of the premier Thoroughbred racetracks in the country. But we’re more than just a racetrack – Oaklawn is a world-class resort that offers so much more. Nestled in the breathtaking beauty of Hot Springs National Park, our resort provides an unparalleled level of luxury and entertainment. From gaming and dining to sports betting, spa indulgence, and captivating events, Oaklawn Hot Springs is where every moment becomes a cherished memory. At Oaklawn Hot Springs, we are not just a place to stay; we are your getaway to embracing the best of this charming region. Our resort provides the perfect base for you to explore Hot Springs' vibrant culture, natural wonders, and thrilling adventures. Choose Oaklawn Hot Springs, Arkansas, and discover a world of endless possibilities where luxury, entertainment, and the charm of Hot Springs converge. Your extraordinary journey starts at here.