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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 guestsFacilitates 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 promotionsCreates all hotel, special event, arena event, dinner and golf reservations in accordance with our criteria, established by Revenue Management departmentUtilizes 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 offersCaptures and records "lost business" information in the appropriate system of recordResponsible in meeting Forbes Guest Service Standards Secondary Duties and Responsibilities: Assists other related departments in additional overflow dutiesAssists guests with wake-up calls and providing correct property informationTravels off-property to tour establishments in order to gain relevant information in regards to local offeringsDistributes arena and special event ticketsCaptures and records "lost business" information in the appropriate system of record Minimum Education and Qualifications High School Diploma or equivalentPrevious experience in a Contact Center, Marketing, Special Events, Hotel Operations, Box Office Operations or related customer service positionBasic knowledge of Word and ExcelBasic working knowledge of the internet Competencies: 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 techniques Training Requirements: Must complete the Mohegan Sun Reservationist training courseKnowledge of GUI, ACSC, LMS, Passkey, Avatar, ACT, Artics, GHS, Duvoice, SharePoint, and Finesse Physical Demands and Work Environment: Office work environmentMust be able to sit and stand for extended periods of timeMust 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!
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.