VIP Reservations & Guest Services Specialist

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

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.