Reservations Coordinator National Casino Marketing-Full Time (Harrah's Atlantic City/CES)

This position functions as a reservationist for the National Casino Marketing department in the Atlantic City region. $20.00 per hour

Responsibilities

•    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.
 

Qualifications

•    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