Reservationist

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 for multiple properties focusing efforts on our highest tiered guests
Evaluates player ratings to determine access and availability of marketing promotions
Creates all hotel, special event, arena event, dinner and golf reservations in accordance with our criteria, established by Revenue Management department
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
Captures and records "lost business" information in the appropriate system of record
Responsible in meeting Forbes Guest Service Standards

Secondary Duties and Responsibilities:

Assists other related departments in additional overflow duties
Assists guests with wake-up calls and providing correct property information
Travels off-property to tour establishments in order to gain relevant information in regards to local offerings
Distributes arena and special event tickets
Captures and records "lost business" information in the appropriate system of record

Minimum Education and Qualifications

High School Diploma or equivalent
Previous experience in a Contact Center, Marketing, Special Events, Hotel Operations, Box Office Operations or related customer service position
Basic knowledge of Word and Excel
Basic working knowledge of the internet

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

Training Requirements:

Must complete the Mohegan Sun Reservationist training course
Knowledge of GUI, ACSC, LMS, Passkey, Avatar, ACT, Artics, GHS, Duvoice, SharePoint, and Finesse

Physical Demands and Work Environment:

Office work environment
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.

Mohegan Sun practices Native American Preference. "Native American" means an individual who is duly enrolled member of the Mohegan Tribe or duly enrolled member of any group of Native Americans recognized as an Indian Tribe by the Mohegan Tribe, the United States, or the State of Connecticut.