Reservationist

Mohegan Sun, Inc.; Connecticut; On-site; USD 37,000 - 52,000; Full time

Job summary

A prominent entertainment venue in Connecticut is seeking a Reservationist to provide exceptional customer service via phone and online communication. The role includes creating reservations, evaluating player ratings, and assisting with guest inquiries. Ideal candidates should possess a High School Diploma and have prior customer service experience. Familiarity with Microsoft Office and technology troubleshooting is also beneficial. This full-time position requires flexibility and strong verbal communication skills.

Qualifications

• High School Diploma or equivalent is required.
• Previous experience in a Contact Center or related customer service position.
• Excellent verbal communication skills and professional writing ability.
• Proficient with Microsoft Office and internet navigation.
• Ability to troubleshoot login issues and use company systems.

Responsibilities

• Provide superior customer service via phone and electronic means.
• Answer and process incoming communications.
• Facilitate reservations for Hotel, Events, Restaurants, etc.
• Assists VIP reservations and issues complimentary offers.
• Troubleshoots guest issues with online logins and gaming accounts.

Skills

Verbal communication

Customer service

Effective listening

Technology troubleshooting

Multitasking

Education

High School Diploma or equivalent

Tools

Microsoft Office

Call Center applications

Strivacity

Workday

EZ Links

Job description

Reservationist page is loaded## Reservationistlocations: Uncasville, CTtime type: Full timeposted on: Posted Yesterdayjob requisition id: R-06366**JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIES****IF YOU ARE AN EXISTING TEAM MEMBER,** **PLEASE CLICK THE FOLLOWING LINK TO BE TAKEN TO THE INTERNAL CAREER SITE:****Position Summary:**This position is responsible for providing superior customer service via phone and other electronic means.**Primary Duties and Responsibilities****:** includes but not limited to:* 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**Secondary Duties and Responsibilities:*** 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**Minimum Education and Qualifications*** High School Diploma or equivalent* Previous experience in a Contact Center, Marketing, Special Event**s**, 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**Competencies:** Incumbent will master the following competencies while in this position:* 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**Training Requirements:*** 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**Physical Demands and Work Environment:*** Office work environment* Fast-pace call center* Must be able to sit and stand for extended periods of time* Must be able to work various shifts and flexible hoursThis is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Mohegan Sun reserves the right to make changes in the above job description whenever necessary.Work Shift:Regular.***Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.***