Job Description
JOB SUMMARY
The Casino Ambassador provides quality guest service to casino guests. Must be able to welcome guests they locate on the casino floor that are not using player’s cards and speak with them about the benefits of the card. They assist the Players Club, The Cage when acting as the Players Club, Marketing and the Player Development department. All functions will be performed within the guidelines of the Saracen Casino Resort (which includes the Saracen Annex and other Saracen gaming venues within the State of Arkansas policies and procedures, Internal Control Standards and objectives.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
- Highly motivated, excellent customer service skills. Friendly, outgoing and welcoming manner and demeanor.
- Must be familiar with all aspects of gaming property, games offered, CMR system, comp percentages based on theoretical play
- Identify and greet guests on the casino floor by possessing excellent communication skills to promote the Q Club and the benefits of card usage.
- Assist the Marketing & Player Development Department with events.
- Assist the Q Club or Cage acting in the capacity of the Q Club, in issuing players cards as needed for business demands.
- Establish and maintain good will with our new and established guests.
- Enroll new members into the Q Club.
- Work with Marketing & Player Development on contacting guests for special events as time allows.
- While on the casino floor, identify new VIP level guests, greet said guests, and report guests to the Q Club Manager, Operations Manager, P D Manager or Manager on Duty to be assigned to a Casino Host or for comping assessment
- Arrange accommodations and amenities for guests as needed by contacting VIP Services.
- Work with all departments to insure the highest levels of customer satisfaction.
- Assist the Marketing & Player Development Department to market special events to Gold, Silver, and Platinum Hosted guests as time allows.
- Work nights, weekends, and holidays as required.
- Assist the Marketing Dept and P D Department with Promotions when needed.
- Issue comps based on current play.
QUALIFICATIONS/REQUIREMENTS
- High School diploma or equivalent required.
- Must be 21 years of age or older upon employment.
- Minimum 1 year outside sales, service, or telemarketing experience preferred but not required
- Proficient in Microsoft Office and able to learn proficiency with Oasis, Loyalty or gaming system in use as well as CRM system in use and kiosk systems in use. Must have excellent communications skills
- Provide the highest level of customer service to guests at all times.
- Respond to all guest inquiries in a professional, courteous and friendly manner.
- Ability to handle adverse or stressful situations in a diplomatic and tactful manner within specified guidelines.
- Enter correct and accurate guest information into database system.
- Must enjoy being with people and have the ability to make each guest feel welcome, appreciated and special.
- Scheduling flexibility and dependability required.
- Adhere to regulatory, departmental, and company policies in an ethical manner.
- At all times act as a role model and present oneself as a credit to Saracen Casino Resort.
- Must be able to read, write, speak and understand English. Must be able to respond to visual and aural cues.
- Employment is contingent upon a favorable outcome of a background investigation and drug screening.
- Must possess or be eligible for a valid gaming license.
- Must be capable of learning and using necessary software/computer programs required within the Marketing, Player Development and/or VIP Services Department.
PHYSICAL, MENTAL, AND WORK DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Must be physically mobile and be able to maneuver in all areas of the casino.
- Must be able to tolerate areas containing secondary smoke, high noise levels, bright lights, and dust.
- Must be able to work extended shifts with little notice.
- Must be able to bend, stoop, reach, kneel, twist, and grip items when necessary.
- Must be able to respond calmly and make rational decisions when handling guest demands in a fast pace environment.
- Must exercise patience, listen to guest concerns and be able to discern what appropriate response/offer is and when to move issue to management.
Saracen Casino Resort is an Equal Opportunity Employer.