Job Information
Mohegan Sun Reservationist in Uncasville, Connecticut
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https://www.myworkday.com/mohegan/d/inst/1$9925/9925$6521.htmld
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 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.
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.
What began in 1996 as a gaming destination in southeastern Connecticut with a handful of Team Members has expanded into a premier entertainment enterprise with over 10,000 team members across the globe. What drives our success is the centuries-old philosophy of the Mohegan Tribe “The Spirit of Aquai”. Its principles of welcoming, mutual respect, cooperation and building relationships have shaped our culture, and serve as the foundation that we live by with every guest and team member interaction today, and for generations to come.
