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

Job description

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