Player's Club Ambassador, Guest Services

Promotional Duties

• Promotes the use of the Club Serrano card to non-members and members on the gaming floor.
• Supports all department requests for guest assistance with Club Serrano membership.
• Affords support to all property departments with guest requests and communications when known high end players are on the casino floor.

Administrative Duties

• Enters customer data into casino player tracking systems as well as other software applications accurately and consistently.
• Responsible for collecting pertinent customer information, such as email, telephone, and physical address in accordance with the monthly email and telephone quotas set by leadership.
• Safeguards the confidential nature of guest, department, and enterprise data.
• Supports all lost and found daily duties; including but not limited to property record keeping and property retrieval.
• Affords support with guest related administrative tasks, such as, online enrollments, Club Serrano application troubleshooting, responding to guest correspondence, processing win/loss requests, copies of W2Gs, audit and compliance related tasks.

Customer Service

• Remains current on all property events, promotions, and entertainment to accurately communicate and encourage club card usage and new club card enrollments.
• Affords support with promotions and special events with set-up, line control, and guest communication.
• Researches and resolves guest issues effectively and professionally.

Training and Support

• Trains and re-trains team members with department practices, responsibilities, and compliance related operations.

Other Duties

• Performs other duties as assigned to support the efficient operation of the department.

Qualifications

• High School diploma or GED is required.
• Minimum of three (3) years of experience in customer service is required.
• Minimum of three (1) one year of casino experience is preferred.

Knowledge, Skills and Abilities (KSAs)

• Intermediate proficiency in the Microsoft Office Suite (Excel, Word, and PowerPoint).
• Complete knowledge of the club requirements and benefits.
• Effective communication and interpersonal skills.
• Ability to multi-task in a fast-paced environment.
• Comfortable working and speaking with the public.
• Experience working under pressure while meeting deadlines and goals.
• Positive and professional demeanor under stressful situations.

Physical Requirements

• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves standing most of the time and may sit at times.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.