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NCM REG Coordinator (Call Center)

Company: Caesars Entertainment
Location: Las Vegas
Posted on: June 13, 2021

Job Description:







Responsibilities/Purpose

LVCC National Casino Marketing (NCM) Coordinators are well-informed, courteous team members who provide our VIP guests, NCM Branch, and NCM Representative Teams with information and assistance. It is the responsibility of all NCM Coordinators to project a warm, gracious and helpful image to all internal and external guests and fellow team members while assisting them with all of their reservation needs. The NCM Coordinators primary responsibilities are to assist National Casino Marketing guest, Branch Office and NCM Reps promptly and efficiently with any reservation need. This includes all levels casino guests including but not limited to Gold, Platinum, Diamond and Seven Star Members with reservations needs on all levels of Direct Marketing offers, Special Events, Complimentary, Complimentary Food and Beverage, Best Rate and Friends and Family Reservations; including verifying offers, booking, modifying, canceling and cross-selling. Additionally, the NCM Coordinator assists casino guests and the NCM Branch and Rep teams with room, limo, golf, show, spa, restaurant and bill back reservations. During all aspect of the pre-trip and post-trip reservation process the NCM Coordinators are responsible for ensuring that all business rules are adhered to, as well that when discretionary comp, discount or offer decisions are made that they are aligned with company policies to maximize revenue while still ensuring guest satisfaction. This team is also responsible for the fast and flawless execution of processing NCM group and charter bookings, which can include but is not limited to inputting room lists, verifying arrival reports, and working with the internal and external guests on all aspects of the trip. NCM Coordinators must be able to perform all functions indicated for all Caesars Entertainment properties, where applicable. The NCM Coordinators are considered universal Coordinators and can assist with reservations for all properties, including any new/future properties acquired by Caesars Entertainment.



Job Functions

  • Maintains high level of sales and service skills so as to meet department standards for call handles, Salesforce reservation closures, reservation system confirmations, adherence and any other defined departmental metric.
  • Follows department selling strategies including but is not limited to, rate quoting, sales techniques and multi property and cross selling.
  • Completes daily tasks such as but not limited to booking, changing, canceling, cross-selling, and comping special event and casino reservations. These requests are submitted for evaluation through phone, email, and Salesforce and other CET applications.
  • Read CET casino play history to evaluate and make comp decision, which will be based on established company and department guidelines for both pre and post trip requests.
  • Evaluate cross market play, bank roll and marker history, as well as any additional play information provided by the NCM office to make informed comp and offer decisions to new or inactive Caesars Rewards customers.
  • Build group codes, rate plans, templates, and any other necessary components needed to complete group and charter requests submitted by NCM offices throughout Caesars Entertainment and all NCM offices.
  • Process all aspects of group and charter reservation submitted through all CET and NCM Offices, which includes all aspects of the reservation.
  • Meets department punctuality, attendance and adherence guidelines, as well as meets the department appearance guidelines.
  • Safeguards guest confidentiality and privacy in accordance to company and department standards.
  • Prioritizes and handles multiple tasks, which includes all incoming internal and external guest transactions promptly, efficiently, accurately and professionally.
  • Clearly communicates and demonstrates enthusiastic service.
  • Follows supervisor/manager directions, special projects or additional duties and adhere to a schedule.
  • Proficient in Saleforce, LMS, WINET, GSW, HET CMS, Scheduler, as well as knowledge of Golfswitch, Amenities, Guestbridge, Travel Tripper, and HMS.
  • Knowledgeable of all CET properties and the Caesars Rewards program.




Essential Requirements



Education:

  • High School Diploma or equivalent required.




Experience:

  • 1-year Customer Service or Sales experience.
  • Must have stable work history and be computer literate.




Abilities:

  • Must be 21-years of age or older.
  • Must have a valid or be able to obtain a Nevada Gaming Sheriff's Card, as well as a New Jersey gaming license.
  • Must have a pleasant speaking voice and demonstrate strong service skills, enthusiasm, and verbal communication skills.
  • Must possess a friendly demeanor and enjoy interaction with customers, both internal and external.
  • Must be able to read, write, speak and understand English.
  • Must be able to work in high and low stress areas.
  • Must be able to work in close quarters.
  • Must be multi-task oriented.
  • Excellent interpersonal, communications, team building and problem solving skills are required.
  • The ability to calmly handle multiple guest situations.
  • Must be able to work with minimal supervision.
  • Must present oneself in a professional manner.
  • Ability to perform full duties of dexterity and visual perception
  • Maintain a clean and organized work environment.
  • Knowledge of Windows based PC Applications








Disclaimer:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments.).

Keywords: Caesars Entertainment, Las Vegas , NCM REG Coordinator (Call Center), Other , Las Vegas, Nevada

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