Reservations Coordinator National Casino Marketing-Full Time (Harrah's Atlantic City/CES)
Employer not yet confirmed · Atlantic City, New Jersey, United States · onsite
This position functions as a reservationist for the National Casino Marketing department in the Atlantic City region. $20.00 per hour
• Coordinates customer services for internal and external customers as required on assigned shift.
• Arranges room and transportation for arriving and departing guests, including assistance with check-outs utilizing NCM guidelines.
• Provides independent agents, customers, and other CET departments with accurate information regarding comp status for quality gaming customers based on player rating.
• Handles daily email requests from gaming customers and independent agents for reservations and explains criteria for customers to qualify for comps.
• Responsible for all data entry, records collection and proper record maintenance and timely completion of charter activity using multiple computer systems.
• Manages daily logistics and scheduling for various bus and plane programs.
• Responsible for training new hires on LMS, CMS, reservation system, Outlook and group reservations as needed.
• Responds to emails from Las Vegas, Call Center, Internal departments, customers and Independent Agents in regards to booking rooms, events, all promotions and entertainment.
• Answers all email questions about upcoming events and entertainment with the intent to book.
• Initiates proactive measures to solve customer inquiries and issues through independent agents, which requires research of customer accounts, and at times reviewing internal controls of events and promotions.
• Utilizes NCM guidelines and criteria to be able to make comp decisions and provide elevated service to VIP guests.
• If employee receives information that does not meet the VIP criteria or NCM guidelines, employee will provide detail to supervisors and above to be able to make expedited decisions.
• When applicable, applying service recovery as appropriate for service breakdowns within guidelines.
• Employee may contact independent agents, or Customers on the phone for further clarification and resolution if needed.
• Anticipates guest and IA needs and quickly responds to guest’s requests to arrange transportation and accommodations for future visits.
• Uses sound judgment and makes good decisions in accordance with established comp guidelines.
• Handles difficult guests and situations in a calm, professional, and prudent manner as they arise.
• Fully complies with all applicable rules, regulations, laws, and policies, and conducts themselves with highest levels of integrity and honesty.
• Completes all other duties as assigned.
• This position is not authorized to issue cash comps of $10,000 or more.
• College degree preferred but not required.
• HS degree or GED equivalent required.
• Two years customer service experience, communication and organizational skills, and Microsoft office skills desired.
ADDITIONAL REQUIREMENTS
• Must be able to work independently
• Must be able to sit and stand for prolonged periods of time
• Ability to work in a confined space for long periods of time
• Must have the manual dexterity to operate a computer and other necessary office equipment
• Must be able to maneuver around office and property.
NJ CER LICENSE REQUIRED