Airfare Specialist - Full Time (Caesars Call Center)

JOB SUMMARY:

The Airfare Specialist will be responsible for making travel arrangements for Caesars guests through various booking systems. Arrangements can include individual Charter & Commercial Air, Group bookings, Hotel stays, and Ground transportation. Reservations must maintain the highest level of accuracy, cost effectiveness and timeliness.

KEY JOB FUNCTIONS:

• Daily job duties will vary based on volumes in 2 key areas of the business: Commercial Seat Block and Charter Groups

• All job duties will be focused on giving superior customer service and ensuring all travel preferences are met and/or documented and advised

• Commercial Seat Block Program

• Work closely with our property and vendor representatives to secure commercial airline group block space for groups of 10 to 50 passengers

• Secure, quote, book space, deposit space, confirm the names, and ticket the reservation within the given timeframes.

• Heavy attention to detail by tracking, calendaring and providing the appropriate payments in a timely manner

• Takes Inbound telephone calls for Direct Mail and retain customers converting them into reservations for the CSB program.

• Charter Program

• Answers inbound telephone calls for Direct Mail and retail customers converting them into reservations for the Charter program. Other duties include but not limited to:

• Book inbound phone guests into SkyForce, the propriety booking engine used to secure guests onto our charter aircraft.

• Completing transfer of Charter reservation to on-property hotel systems while confirming data is complete & correct and all needs are met/requested in both systems

• Responds to and consistently meets the needs of guests

• Offers upgrades to player experience through upselling higher-level services and opportunities

• Monitoring queue and follow up on pending request, while processing various reservation requests simultaneously

• Utilize all preferred vendors when making various travel arrangements and comply with contractual rules and guidelines

• Must be knowledgeable of all happenings on property and in market

• Politely gives consistent, timely and accurate information and finds answer when unsure

• Ensure proper alignment with all internal teams through proactive communication strategies

• Maintains confidentiality of sensitive information

• Other duties as assigned

EDUCATION and/or EXPERIENCE:

• Previous inbound sales experience in hospitality, hotel or Leisure sales area

• Sales experience or demonstrated ability to convert calls to bookings and to upsell customers to higher yielding products and services

• LMS and Airline software certifications strongly prefered

QUALIFICATIONS: Must be at least 21 years old or older.

Ability to think independently in making decisions; ability to effectively manage time and perform multiple tasks simultaneously. Prefer previous experience with hotel/casino management systems, GDS, phone systems and Microsoft Office. Excellent interpersonal, team building and problem solving skills required. Must have excellent customer service skills. Must present a well-groomed professional appearance. Must be available to work various shifts. Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business. Must have a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences. Must have excellent oral and written communication skills. Must be able to listen and respond to visual and aural cues.

WORK ENVIRONMENT:

Must be able to respond calmly and handle many customer demands in a fast-paced environment. Able to handle more than one function at a time by being well organized and pay attention to details. Must have manual dexterity to operate the computer and necessary office equipment.

Disclaimer

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).