Reservations Coordinator National Casino Marketing-Full Time (Harrah's Atlantic City/CES)
About The Position
The Reservations Coordinator functions as a reservationist for the National Casino Marketing department in the Atlantic City region. The role coordinates customer service for internal and external customers, arranges guest accommodations and transportation, handles reservation and event inquiries, and supports logistics for bus and plane programs. It maintains reservation and charter records across multiple computer systems, provides information and makes comp decisions according to NCM guidelines, and supports VIP guests. The position pays $20.00 per hour and requires an NJ CER license.
Requirements
- High school degree or GED equivalent required.
- NJ CER license required.
- Two years of customer service experience desired.
- Communication and organizational skills desired.
- Microsoft Office skills desired.
- Must be able to work independently.
- Must be able to sit and stand for prolonged periods.
- Must be able to work in a confined space for long periods.
- Must have the manual dexterity to operate a computer and other necessary office equipment.
- Must be able to maneuver around the office and property.
Nice To Haves
- College degree preferred but not required.
Responsibilities
- Coordinate customer services for internal and external customers on the assigned shift.
- Arrange room and transportation for arriving and departing guests, including assisting with check-outs according to NCM guidelines.
- Provide independent agents, customers, and other CET departments with accurate information about comp status for quality gaming customers based on player ratings.
- Handle daily reservation requests from gaming customers and independent agents and explain comp qualification criteria.
- Complete data entry, collect records, maintain records, and complete charter activity on time using multiple computer systems.
- Manage daily logistics and scheduling for bus and plane programs.
- Train new hires on LMS, CMS, the reservation system, Outlook, and group reservations as needed.
- Respond to inquiries from Las Vegas, the Call Center, internal departments, customers, and independent agents about rooms, events, promotions, and entertainment.
- Answer questions about upcoming events and entertainment with the intent to book.
- Research customer accounts and take proactive steps to resolve customer inquiries and issues through independent agents, including reviewing internal event and promotion controls when needed.
- Use NCM guidelines and criteria to make comp decisions and provide elevated service to VIP guests.
- Escalate information that does not meet VIP criteria or NCM guidelines to supervisors and above for expedited decisions.
- Apply service recovery when appropriate for service breakdowns within established guidelines.
- Contact independent agents or customers by phone for clarification and resolution when needed.
- Anticipate guest and independent agent needs and arrange transportation and accommodations for future visits.
- Use sound judgment and make decisions in accordance with established comp guidelines.
- Handle difficult guests and situations calmly, professionally, and prudently.
- Comply with applicable rules, regulations, laws, and policies, and maintain high standards of integrity and honesty.
- Complete other duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
