Ambassador Casino Marketing

Reporting to the Director of Player Development, the Casino Marketing Ambassador will play an important role in providing Casino guests with the best possible experience. The Casino Marketing Ambassador builds casino guest loyalty using marketing techniques and customer service skills that foster an exclusive guest relationship to achieve budgeted gaming revenues. This role is highly visible and interactive with casino guests and requires a high level of professionalism. This role works collaboratively as a team to achieve department goals.

• Provides exceptional guest service to existing casino guests.
• Actively greet guests, answer questions, and provides assistance to ensure a positive guest experience.
• Resolves guest conflicts and complaints on behalf of the Company in a fair and equitable manner.
• Introduces the benefits of and solicits enrollment into the company’s Club Serrano loyalty program.
• Devotes significant time being visible and available on the casino floor to meet and greet guests during individual visits as well as during special events.
• Devotes significant time fielding incoming telephone calls regarding guest questions, concerns, evaluation of recorded play, comp availability and issuance of comps.
• Develop relationships with casino guests to grow the customer base and increase Company revenues by assuring customer retention and repeat business.
• Manage casino guests through telemarketing and in person contact on the casino floor. Exercises discretion to provide guests with hospitality arrangements, including rooms, food, beverages, and assistance with special requests.
• Determine and evaluate customers’ casino activity to provide corresponding incentives and has authorization to approve limited number of comps and allowances (rooms, food, beverage, events tickets) based on established policy.
• Make decisions regarding valuable complimentary options based on a consideration of recorded play, earned points, comp availability and customer profitability.
• Handles all aspects of a guest’s journey (ground transportation, hotel accommodation, dining reservation, entertainment, folio clearance at checkout).
• Works effectively as a collaborative team member with others within Casino Marketing, Table Games, Slots, and Food & Beverage supervisory team to identify areas of opportunity and address areas of concern when necessary.
• Maintains thorough knowledge of the latest industry developments, current market trends and all on property and competitor promotions/events.
• Attends and hosts player onsite/offsite events in various areas as assigned by management.
• Performs other duties as assigned by Player Development management to support the operation of Department.
• Perform other job duties as requested.

• Must be 21 years old or older.
• High School Diploma or GED required.
• Must have experience in the service industry.
• Bachelor’s Degree in Hospitality, Marketing, or related field highly preferred.
• Minimum of 1-2 years of experience in a Casino/Gaming, Sales, Marketing, or customer service environment preferred.
• Must be able to obtain a Gaming License.
• Must be able to obtain a valid Nevada Driver's license.
• Must possess drive to exceed revenue generation targets.
• Intermediate proficiency in Microsoft Outlook, Word, Excel, Power Point and Access necessary.
• Must have outstanding communication skills.
• Must be able to maintain confidentiality and a high level of professionalism at all times.
• Must have the ability to write reports and business correspondence.
• Must possess excellent oral and written communication skills.
• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions.
• Must be consistent with upholding a professional image with a polished appearance and demeanor.

• Work is performed in a fast-paced setting.
• Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
• May be exposed to smoke
• The noise level in the work environment is usually moderate to loud.
• Constant contact with executives, department management, employees, and guests.
• Prolonged sitting or standing and mobility.
• Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions Lift, carry, push, pull or otherwise move objects and/or move up to 50 pounds occasionally
• Eye/hand coordination.
• Use of standard office equipment.
• Ability to distinguish letters, numbers, and symbols