Airfare Specialist - Call Center

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.

• Must be at least 21 years old or older to work at a casino
• 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 preferred
• 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.

ADDITIONAL REQUIREMENTS:

• 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.
• Must be able to maneuver to all areas of the casino. 
• Must be able to lift up to 10 pounds and carry up to 5 pounds. 
• Must be able to bend, reach, kneel, twist and grip items while working at assigned desk area. 
• Must be able to work at a fast pace and in stressful situations. 
• Must be able to read, write, speak and understand English. 
• Must be able to respond to visual and aural cues.

GAMING LICENSE: N/A 

• 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