Core Responsibilities:
Provides exceptional guest service to existing casino guests.
Resolves guest conflicts and complaints on behalf of the Company in a fair and equitable manner.
Develop relationships with premium casino guests to grow the customer base and increase Company revenues by assuring customer retention and repeat business.
Attracts and manages premium casino guests through weekly telemarketing and in person contact on the casino floor. Exercises discretion to provide guests with hospitality arrangements, including rooms, food, beverage, and assists with special requests.
Knowledgeable of marker authorization procedures and may extend marker authorization limits (if granted) when appropriate and permissible.
Determine and evaluate premium customers’ casino activity to provide corresponding incentives and has authorization to approve limited number of comps and allowances (rooms, food, beverage, events tickets, promo chips, free play, airfare, or discounts) based on established policy.
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 in order to meet and greet guests during individual visits as well as during special events.
Make decisions regarding valuable complimentary options based on a consideration of recorded play, earned points, comp availability and customer profitability.
Handles all aspects of guest 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 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.
Perform other job duties as requested.
Qualifications:
Must be 21 years old or older.
High School Diploma or GED required.
Bachelor’s Degree in Hospitality, Marketing, or related field highly preferred.
Bi-lingual preferred.
Minimum of 3 years of experience in a Casino Marketing environment.
Must be able to obtain and maintain a valid Nevada Gaming 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.
Physical Demands:
Work is performed in a fast-paced setting.
Must be available to work nights, weekends, and holidays.
Must be tolerant of 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
Equal Opportunity Employer:
At Palms Casino Resort, we are committed to creating a work environment where the growth and well-being of our Team Members is the top priority. We provide equal employment opportunities to all Team Members and applicants for employment and we prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Palms Casino Resort, its affiliates and subsidiaries will make reasonable accommodations in compliance with applicable law.
Join our team today!
Skills Required
- Must be 21 years old or older.
- High School Diploma or GED.
- Bachelor's Degree in Hospitality, Marketing, or related field.
- Bi-lingual.
- Minimum of 3 years of experience in a Casino Marketing environment.
- Ability to obtain and maintain a valid Nevada Gaming License.
- Intermediate proficiency in Microsoft Outlook, Word, Excel, PowerPoint and Access.
- Outstanding oral and written communication skills; ability to write reports and business correspondence.
- Ability to maintain confidentiality and a high level of professionalism.
- Ability to identify problems, collect data, analyze, and draw valid conclusions.
- Availability to work nights, weekends, and holidays.
- Ability to lift, carry, push, pull or otherwise move objects and/or move up to 50 pounds occasionally.
- Knowledge of marker authorization procedures and ability to authorize limited comps/allowances.
- Drive to exceed revenue generation targets.
What We Do
The San Manuel Gaming and Hospitality Authority is a governmental instrumentality of the Yuhaaviatam of San Manuel Nation. It manages and invests in gaming and hospitality businesses, including the premier Yaamava' Resort & Casino at San Manuel in California and the Palms Casino Resort in Las Vegas, offering luxury hotel accommodations, high-end gaming, and world-class dining and entertainment.
