Reservationist

Mohegan Sun; Montville (CT); On-site; USD 36,000 - 48,000; Full time

Job summary

Mohegan Sun in Montville, CT is seeking a Reservationist to provide superior customer service by phone and other channels. You will handle hotel, event, restaurant and amenity reservations, upsell services, and coordinate with departments to resolve guest questions.

Must maintain knowledge of Momentum program, promotions, and reservation systems; training will cover GUI, ACSC, LMS, and SharePoint. Join a fast-paced team in a renowned destination and contribute to exceptional guest experiences

Qualifications

• High School Diploma or equivalent.
• Experience in a Contact Center, Marketing, or related customer service role.
• Basic knowledge of Microsoft Office and internet navigation.
• Strong verbal communication and professional writing skills.

Responsibilities

• Answers and processes all incoming communications with guests.
• Facilitates reservations for hotel, events, restaurants and other amenities.
• Evaluates guest ratings to determine access to promotions.
• Uses cross- and upsell techniques to generate revenue.
• Assists VIP reservations and offers with executive hosts.
• Troubleshoots online login issues for Mohegan Sun accounts.
• Communicates with multiple departments to resolve questions by phone and email.

Skills

Customer service

Verbal communication

Microsoft Office

Education

High School Diploma or equivalent

Tools

SharePoint

CRM systems

Job description

Join Our Team And Experience Endless Career Possibilities

Position Summary

This position is responsible for providing superior customer service via phone and other electronic means.

Primary Duties and 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

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 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

Competencies

• 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 hours

This 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.