Reservationist

About the position

The Reservationist position at Mohegan Sun is focused on delivering exceptional customer service through various communication channels. The role involves managing reservations for hotels, events, and restaurants while ensuring a high level of service for guests, particularly those in the highest tier. The Reservationist will also evaluate player ratings for promotional access and assist in generating additional revenue through upselling techniques.

Responsibilities

• Answer and process all incoming communications with internal and external guests.
• Facilitate processes and create reservations for hotels, events, restaurants, and other amenities for multiple properties.
• Evaluate player ratings to determine access and availability of marketing promotions.
• Create all hotel, special event, arena event, dinner, and golf reservations according to criteria established by the Revenue Management department.
• Utilize cross and up-sell techniques to generate additional revenue for designated products, services, or amenities.
• Assist members of the Executive Host and Player Development departments with retrieving customer information, creating VIP reservations, and issuing complimentary offers.
• Capture and record 'lost business' information in the appropriate system of record.
• Meet Forbes Guest Service Standards.
• Assist other related departments with additional overflow duties.
• Assist guests with wake-up calls and provide correct property information.
• Travel off-property to tour establishments for relevant local offerings.
• Distribute arena and special event tickets.

Requirements

• 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.
• Strong written and verbal communication skills.
• Effective listening skills that support effective customer service techniques.

Nice-to-haves

• Knowledge of GUI, ACSC, LMS, Passkey, Avatar, ACT, Artics, GHS, Duvoice, SharePoint, and Finesse.