Reservationist

Mohegan Sun•Montville, CT

1d•Onsite

About The Position

This position is responsible for providing superior customer service via phone and other electronic means. The Reservationist will answer and process all incoming communications with internal and external guests, facilitate processes and create reservations for Hotel, Events, Restaurants and other amenities in accordance with established criteria. They will evaluate player ratings to determine access and availability of marketing promotions, utilize cross and up-sell techniques to generate additional revenue, and assist departments with retrieving customer information, creating VIP reservations and issuing complimentary offers. The role also involves troubleshooting guest issues with online logins, promoting the Momentum program, and communicating with multiple departments to resolve guest questions and issues.

Requirements

High School Diploma or equivalent
Previous experience in a Contact Center, Marketing, Special Events, Hotel Operations, Box Office/Arena Club Operations or related customer service position
Basic knowledge of Microsoft Office and navigating the internet
Intermediate knowledge on how to download and login to an app
Basic technology troubleshooting skills
Excellent verbal communication skills and can write professionally
Must complete the Mohegan Sun Reservationist training course
Knowledge of GUI, ACSC, LMS, Passkey, Avatar, ACT, Artics, GHS, Stricacity, SharePoint, and Finesse
Annual HR, Compliance, and Cyber Security training

Nice To Haves

Strong written and verbal communication skills
Internal training and techniques
Mohegan Sun’s sales techniques
Effective listening skills that support effective customer service techniques
Will have in depth knowledge off Call Center applications as well as the gaming and reservation systems, SharePoint, Strivacity, Workday, and EZ Links

Responsibilities

Answers and processes all incoming communications with internal and external guests
Facilitates processes and creates reservations for Hotel, Events, Restaurants and other amenities in accordance with our criteria, established by Revenue Management department
Evaluates player ratings to determine access and availability of marketing promotions
Utilizes cross and up-sell techniques to generate additional revenue for designated products, services or amenities
Assists members of the Executive Host and Player Development departments with retrieving customer information, creating VIP reservations and issuing complimentary offers
Troubleshoots guest issues with online logins for MyMoheganSun.com and gaming accounts
Knowledge of all aspects of the Momentum program and promotes the benefits to transient guests
High level knowledge of property information including events, promotions, operational procedures, etc.
Communicates with multiple departments to resolve guest questions and issues via telephone and email
Assists other related departments in additional overflow duties
Provides correct property information
Distributes arena and special event tickets
Captures and records after-call reason codes to track types of calls received when required
Responsible for communicating any system or equipment issues that could impact job productivity or performance
Attends quarterly department meetings