Reservationist

Mohegan PA; Connecticut; Hybrid; USD 35,000 - 47,000; Full time

Job summary

Mohegan Sun is seeking a Reservationist to deliver superior customer service by phone and digital channels. You will process reservations for hotel, events, restaurants and other amenities, and assist VIPs with VIP reservations and complimentary offers.

Leveraging knowledge of player ratings and promotions, you will support multiple departments to resolve guest questions, troubleshoot login issues, and drive revenue through upsell opportunities.

Qualifications

• Excellent verbal communication skills and can write professionally.
• Strong customer service background in a contact center, hotel operations, or events environment.
• Familiarity with reservation systems and related software is a plus.

Responsibilities

• Answers and processes all incoming communications with internal and external guests.
• Facilitates processes and creates reservations for Hotel, Events, Restaurants and other amenities.
• Evaluates player ratings to determine access and promotions.
• Uses cross- and up-sell techniques to generate additional revenue for designated products, services or amenities.
• Assists Executive Host and Player Development with VIP reservations and complimentary offers.
• Troubleshoots guest issues with online logins and gaming accounts.
• Communicates with multiple departments to resolve guest questions via telephone and email.

Skills

Communication skills

Customer service

Verbal communication

Written communication

Active listening

Technical troubleshooting

Education

High School Diploma or equivalent

Tools

Microsoft Office

SharePoint

LMS

Passkey

Finesse

Strivacity

Avatar

ACT

GHS

GUI

Job description

**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.