Job Title : NNVAP Call Center Lead
Department : Customer Service
Property : Harrah's Reno
Shift : Day
Status : Full-Time

Calling All Entertainers!! Entertainment isn't just our business, it's our culture, so living and breathing it is only fitting! It’s our employees who provide that entertaining experience for our guests, so it’s only natural we would reward you with an entertaining array of outstanding compensation and benefits with the endless opportunities for professional growth within the company. In fact, Harrah’s earned a spot on Business Week’s 2007 “The Best Places to Launch a Career” list. Harrah’s Entertainment in Northern Nevada (Reno & Lake Tahoe) was honored as a Finalist for the 2009 Reno-Tahoe “Best Places to Work” Awards. With nearly 40 casinos, Harrah’s Entertainment is the world’s premier provider of branded casino entertainment.

Launch your career at Harrah's Reno and help us roll out the red carpet for our guests! This original founding Harrah's Casino and Hotel offers our guests with 7 unique and diverse restaurants, over 900 rooms, and 57,000 square feet of casino space. If you have a passion for amazing our guests with incredible, entertaining service, Harrah’s Reno is the place for you to start your career. It is time for you to make your mark on the world of entertainment!

Job Description:
Essential job functions include:
This position is responsible for providing superior service to external customers. The incumbent is also responsible for providing training, assistance and on the job work direction to the Reservations Sales Agents. This position assists the Supervisor in the daily monitoring and statistical tracking of reports. Air Programs are focused on the retention and development of Avid Experience Players (AEP) and VIP Customers.
CHARTER PROGRAM FUNCTIONS
* Perform special duties that encompass the establishment and maintenance of Flight Seat Inventory for Harrah’s Northern Nevada Air Program.
* Establish and maintain Seat Blocks for Harrah’s Northern Nevada customers based on yield procedures.
* Adjust blocks as necessary to optimize yield.
* Coordinate with Air Program Management, the filling of seats using theoretical criteria as the guideline.
* Establish and maintain a database noting trends in call volume from Air Charter cities.
* Coordinates and manages direct mail to fill Harrah’s Northern Nevada Air Charter blocks.
* Coordinates and orders Media Advertising when necessary.
* Supervises the creation of all the reservation templates associated with the flights and manages them during the booking process to provide the best yield for the aircraft.
* Coordinates with Branch Offices, Junket Representatives and VIP Services the management of seat blocks for all charters.
* Analyzes financial data and makes recommendations for maximized growth in load factor and theoretical per seat.
* Completes weekly forecasting for Air Program Measurements.

GENERAL FUNCTIONS
* Must be able to continuously maneuver around the office and respond to visual and aural cues.
* Must be able to work under pressure and handle situations in a timely manner.
* Must be able to work independently and be self-motivated.
* Able to read, write, speak and understand English.
* Must have the manual dexterity to operate a computer and other necessary office equipment.
* Must be able to respond calmly and make rational decisions when handling problems.
* Must be able to tolerate areas containing secondary smoke.
* Must be able to travel and work various shifts.

This list of essential functions, other duties, mental and physical demands, requirements and license is not meant to be exhaustive and management reserves the right to revise job descriptions and to require other tasks to be performed when the circumstances of the job change.

Qualifications:
The ideal candidate for this position will have the following qualifications:
EDUCATION: High school graduate or equivalent preferred.

EXPERIENCE: Minimum six months experience as a Reservations Sales Agent

ABILITIES:
* Ability to think independently in making decisions to maximize yield and profitability of Air Program.
* Ability to effectively manage time and perform multiple tasks simultaneously.
* Must be knowledgeable in LMS, CMS, COGNOS, ACCESS and WINDOWS.
* Excellent interpersonal, team building, problem solving and analytical skills required.
* Must have excellent customer service skills.
* Must be able to attend various meetings and committees.
* Must present a well-groomed professional appearance.

Harrah's is an Equal Opportunity Employer, Drug Free Environment.

Must be 21 or older to gamble. Know When To Stop Before You Start. Gambling Problem? Call 1-800-522-4700. ©2008, Harrah's License Company, LLC. All rights reserved.

GREAT OPPORTUNITIES FOR GROWTH!! Stick with Harrah's and you can go places. Just climb aboard the most progressive career building system in the industry and hold on as Harrah's Entertainment helps you get where you want to be. With programs such as tuition reimbursement, 401(k), health & wellness awareness programs, company-wide internal transfer opportunities, you'll have every opportunity to turn your job at Harrah's into something more.

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