Job Details
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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 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.
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Work Shift:
Regular
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