Job Code
316790
Employment Status
Full Time
Category
Marketing
Travel Involved


Charter Services Coordinator

Job Description

The Charter Service Coordinator assists with the preparation, coordination, and greeting of guest arrivals and departures for Fly Borgata flights in accordance with Borgata standards. They assist the Charter Services Operations Manager with all functions related to charter flight arrivals and departures and assist guests when needed and as outlined.

ESSENTIAL FUNCTIONS AND TASKS

  • Serves as first liaison with Customer Care with guest inquires and bookings.
  • Works diligently to support the S.H.O.W. Service Basic Standards culture and team philosophy throughout the property.
  • Manage the Charter flight Call Backs to ensure customers inquiries are answered within allocated time frame.
  • Position assists Charter Services Operations Manager with coordination of all charter flights.
  • Prepare for group arrivals by ensuring all necessary items are completed.
  • Required to greet all flights at Atlantic City airport and complete necessary job assignments via the remote location.
  • Ensure that all guests receive proper information upon landing or at departure.
  • Handle guest questions during the arrival/departure process.
  • Take care of guest issues during arrival/departure process.
  • Gives discretionary complimentaries to casino guests as needed.
  • Sends and approves guest birthday and anniversary amenities to hotel rooms prior to charter arrival.
  • Ensures all Tour Participant Agreement forms are accounted for on each flight.
  • Adds and approves all late check-out for charter guests.
  • Ability to extend offer upgrades based on given criteria.
  • Monitor departures by directing guests onto transportation and giving the final approval for the bus departure.
  • Gather accurate head counts for departing groups and ensuring proper departure time lines are met.
  • Answers phone calls from internal departments.
  • Answer guest phone calls and assist guests with all requested information.  Resolve guest issues both by phone and in person.
  • Research MGM player’s accounts and open new accounts where necessary.
  • Process and confirm reservation submissions from Relationship Marketing Team.
  • Work in multiple computer programs such as CCA, ACSC, CRM, Opera,  and Patron.
  • Add and delete all  Bonus Slot Dollar codes for arriving charters as directed.
  • Send communication internally with all flight landings and property arrival times.
  • Work closely with Front Desk, Customer Care, M Life Desk, Transportation.
  • Work closely air charter vendor with day of additions, cancellations and manifest updates.
  • Assist Director/Manager/ where needed.
  • Must comply with policies and procedures of the Fly Borgata team with the understanding that additional duties may be assigned as needed.

Job Requirements

QUALIFICATIONS:

  • High school diploma or equivalent GED preferred.
  • Ability to communicate with customers and employees in a clear and concise manner.
  • Superior customer service skills with the ability to manage difficult customer situations and respond promptly to customer needs and requests.
  • Ability to effectively communicate in English.