Reservationist

Position Summary

This position is responsible for providing superior customer service via phone and other electronic means.

• Answers and processes all incoming communications with internal and external guests
• Facilitates processes and creates reservations for Hotel, Events, Restaurants and other amenities in accordance with our criteria, established by Revenue Management department
• Evaluates player ratings to determine access and availability of marketing promotions
• 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
• Troubleshoots guest issues with online logins for  and gaming accounts
• Knowledge of all aspects of the Momentum program and promotes the benefits to transient guests
• High level knowledge of property information including events, promotions, operational procedures, etc.
• Communicates with multiple departments to resolve guest questions and issues via telephone and email

• Assists other related departments in additional overflow duties
• Provides correct property information
• Distributes arena and special event tickets
• Captures and records after‑call reason codes to track types of calls received when required
• Responsible for communicating any system or equipment issues that could impact job productivity or performance
• Attends quarterly department meetings

• High School Diploma or equivalent
• Previous experience in a Contact Center, Marketing, Special Events, Hotel Operations, Box Office/Arena Club Operations or related customer service position
• Basic knowledge of Microsoft Office and navigating the internet
• Intermediate knowledge on how to download and log in to an app
• Basic technology troubleshooting skills
• Excellent verbal communication skills and can write professionally

• Strong written and verbal communication skills
• Internal training and techniques
• Mohegan Sun’s sales techniques
• Effective listening skills that support effective customer service techniques
• Will have in depth knowledge of Call Center applications as well as the gaming and reservation systems, SharePoint, Strivacity, Workday, and EZ Links

• Must complete the Mohegan Sun Reservationist training course
• Knowledge of GUI, ACSC, LMS, Passkey, Avatar, ACT, Artics, GHS, Strivacity, SharePoint, and Finesse
• Annual HR, Compliance, and Cyber Security training

• Office work environment
• Fast‑pace call center
• Must be able to sit and stand for extended periods of time
• Must be able to work various shifts and flexible hours

Regular

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.