Reservationist

Mohegan Sun; Montville (CT); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading entertainment resort in Connecticut seeks a Customer Service Representative to provide exceptional service via phone and other electronic means. Responsibilities include managing guest communications, facilitating reservations, and assisting in troubleshooting issues. Candidates should have a high school diploma and experience in customer service roles, along with proficiency in Microsoft Office. Join a dynamic team in a fast-paced call center environment offering a regular work shift.

Qualifications

• Previous experience in customer service, preferably in a contact center or hotel operations.
• Basic knowledge of using apps and internet navigation.
• Ability to communicate professionally in writing and speech.

Responsibilities

• Process all incoming communications with guests.
• Facilitate reservations for hotel and other amenities.
• Evaluate player ratings for marketing promotions.
• Assist with retrieving customer information and VIP reservations.

Skills

Customer service expertise

Verbal communication skills

Written communication skills

Basic technology troubleshooting

Education

High School Diploma or equivalent

Tools

Microsoft Office

Call Center applications

Job description

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 log in 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 of 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, Strivacity, 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

Work Shift

Regular

EEO Statement

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.