Reservations Coordinator National Casino Marketing-Full Time (Harrah's Atlantic City/CES)

Caesars Entertainment•Atlantic City, NJ

12h•Onsite

About The Position

This position functions as a reservationist for the National Casino Marketing department in the Atlantic City region. The role involves coordinating customer services, arranging accommodations and transportation for guests, and managing reservations and data entry using multiple computer systems. The Reservations Coordinator will also handle email inquiries, explain comp criteria, manage logistics for various programs, and train new hires. This role requires excellent communication and organizational skills, the ability to make comp decisions based on NCM guidelines, and to provide elevated service to VIP guests. The position also involves applying service recovery, proactive problem-solving, and maintaining high levels of integrity and honesty.

Requirements

HS degree or GED equivalent required.
Must be able to work independently
Must be able to sit and stand for prolonged periods of time
Ability to work in a confined space for long periods of time
Must have the manual dexterity to operate a computer and other necessary office equipment
Must be able to maneuver around office and property.
NJ CER LICENSE REQUIRED

Nice To Haves

College degree preferred but not required.
Two years customer service experience, communication and organizational skills, and Microsoft office skills desired.

Responsibilities

Coordinates customer services for internal and external customers as required on assigned shift.
Arranges room and transportation for arriving and departing guests, including assistance with check-outs utilizing NCM guidelines.
Provides independent agents, customers, and other CET departments with accurate information regarding comp status for quality gaming customers based on player rating.
Handles daily email requests from gaming customers and independent agents for reservations and explains criteria for customers to qualify for comps.
Responsible for all data entry, records collection and proper record maintenance and timely completion of charter activity using multiple computer systems.
Manages daily logistics and scheduling for various bus and plane programs.
Responsible for training new hires on LMS, CMS, reservation system, Outlook and group reservations as needed.
Responds to emails from Las Vegas, Call Center, Internal departments, customers and Independent Agents in regards to booking rooms, events, all promotions and entertainment.
Answers all email questions about upcoming events and entertainment with the intent to book.
Initiates proactive measures to solve customer inquiries and issues through independent agents, which requires research of customer accounts, and at times reviewing internal controls of events and promotions.
Utilizes NCM guidelines and criteria to be able to make comp decisions and provide elevated service to VIP guests.
If employee receives information that does not meet the VIP criteria or NCM guidelines, employee will provide detail to supervisors and above to be able to make expedited decisions.
When applicable, applying service recovery as appropriate for service breakdowns within guidelines.
Employee may contact independent agents, or Customers on the phone for further clarification and resolution if needed.
Anticipates guest and IA needs and quickly responds to guest’s requests to arrange transportation and accommodations for future visits.
Uses sound judgment and makes good decisions in accordance with established comp guidelines.
Handles difficult guests and situations in a calm, professional, and prudent manner as they arise.
Fully complies with all applicable rules, regulations, laws, and policies, and conducts themselves with highest levels of integrity and honesty.
Completes all other duties as assigned.
This position is not authorized to issue cash comps of $10,000 or more.