Reservationist

Join Our Team And Experience Endless Career PossibilitiesThis 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 guestsFacilitates processes and creates reservations for Hotel, Events, Restaurants and other amenities in accordance with our criteria, established by Revenue Management departmentEvaluates player ratings to determine access and availability of marketing promotionsUtilizes cross and up-sell techniques to generate additional revenue for designated products, services or amenitiesAssists members of the Executive Host and Player Development departments with retrieving customer information, creating VIP reservations and issuing complimentary offersTroubleshoots guest issues with online logins for MyMoheganSun.com and gaming accountsKnowledge of all aspects of the Momentum program and promotes the benefits to transient guestsHigh level knowledge of property information including events, promotions, operational procedures, etc.Communicates with multiple departments to resolve guest questions and issues via telephone and emailSecondary Duties and Responsibilities:Assists other related departments in additional overflow dutiesProvides correct property informationDistributes arena and special event ticketsCaptures and records after-call reason codes to track types of calls received when requiredResponsible for communicating any system or equipment issues that could impact job productivity or performanceAttends quarterly department meetingsMinimum Education and QualificationsHigh School Diploma or equivalentPrevious experience in a Contact Center, Marketing, Special Event s, Hotel Operations, Box Office/Arena Club Operations or related customer service positionBasic knowledge of Microsoft Office and navigating the internetIntermediate knowledge on how to download and login to an appBasic technology troubleshooting skillsExcellent verbal communication skills and can write professionallyCompetencies: Incumbent will master the following competencies while in this position:Strong written and verbal communication skillsInternal training and techniquesMohegan Sun's sales techniquesEffective listening skills that support effective customer service techniquesWill have in depth knowledge off Call Center applications as well as the gaming and reservation systems, SharePoint, Strivacity, Workday, and EZ LinksTraining Requirements:Must complete the Mohegan Sun Reservationist training courseKnowledge of GUI, ACSC, LMS, Passkey, Avatar, ACT, Artics, GHS, Stricacity, SharePoint, and FinesseAnnual HR, Compliance, and Cyber Security trainingPhysical Demands and Work Environment:Office work environmentFast-pace call centerMust be able to sit and stand for extended periods of timeMust 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.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.