Airfare Specialist, Call Center (Caesars New Orleans)

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.

Responsibilities

• 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

Qualifications

• 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 

Caesars New Orleans Casino & Hotel earned recognition as a City Business “Best Places to Work” honoree and was named “#1 Large Employer” in the New Orleans area by the “Times-Picayune” Top Workplaces program. A destination property in the heart of the city, we are continually striving to attract the best talent to provide exceptional experiences for our guests.

Caesars New Orleans Casino is a Caesars Entertainment company. Our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.  

Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values – Together We Win, All In On Service and Blaze the Trail – every day. Our mission, “Create the Extraordinary”. Our vision, “Create spectacular worlds. That immerse, inspire and connect you. We don’t perform magic; we create it with excellence. #WeAreCaesars”.  If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.