Reservationist

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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 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: 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 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
Knock, knock. Hear that sound? That's opportunity!
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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.