1. 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. Assists all property departments with guest requests and communications when known high end players are on the casino floor. 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,... more details
Under the direction of the Guest Services leadership team, the Player’s Club Ambassador is responsible for supporting player’s club membership practices and various administrative duties associated with club membership and Guest Services. The Player’s Club Ambassador supports and compliments all property departments through VIP engagement and contacts. This position requires direct contact with the public while delivering superior guest service in accordance with department and enterprise standards, policies and procedures as created by Yaamava’ Resort & Casino.
Essential Duties & Responsibilities
1. 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. Assists all property departments with guest requests and communications when known high end players are on the casino floor. 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. Adheres to all policies and procedures set forth by the casino and Tribal Gaming regulations to minimize risk to the enterprise and to guests.
2. Responsible for training and re-training team members with department practices, responsibilities, and compliance related operations.
3. Supports all lost and found daily duties; including but not limited to property record keeping and property retrieval. Assists with guest related administrative, such as, online enrollments, Club Serrano application troubleshooting, responding to guest correspondence, processing win/loss requests, copies of W2Gs, audit and compliance related tasks. Remains current on all property events, promotions, and entertainment to accurately communicate and encourage club card usage and new club card enrollments.
4. Assists with promotions and special events with set-up, line control, and guest communication.
5. Researches and resolves guest issues effectively and professionally.
6. Performs other duties as assigned to support the efficient operation of the department.
Education/Experience/Qualifications
- High School diploma or GED is required.
- Minimum of three (3) years of experience in customer service is required; one year of casino experience is preferred.
- Intermediate proficiency in the Microsoft Office Suite (Excel, Word, and PowerPoint).
- Must have complete knowledge of the club requirements and benefits.
- Must be able to communicate effectively with guests, team members and leadership, both verbally and in writing.
- Must possess outstanding communication and interpersonal skills.
- Ability to multi-task in a fast paced environment is required.
- Must be comfortable working and speaking with the public.
- Must have experience working under pressure while meeting deadlines and goals.
- Ability to maintain a positive and professional demeanor under stressful situations.
Certificates/Licenses/Registrations
- At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
Yaamava’ Resort and Casino at San Manuel will make reasonable accommodations in compliance with applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
