Membership Ambassador

Westside Resort; Parañaque; On-site; PHP 240,000 - 360,000; Full time

Job summary

Westside Resort is seeking a Membership Ambassador to drive loyalty and membership enrollment. You will be the primary contact for guests, promote the membership program, and handle on-site inquiries and transactions with a focus on service excellence.

Entry-level role requiring a senior high school diploma and hospitality or customer service experience. You will work across property teams and at events, while strictly adhering to policies and gaming regulations to protect guest data.

Qualifications

• Senior high school graduate; hospitality experience preferred.
• Customer service experience or service-industry background, ideally in gaming.
• Excellent customer relations, interpersonal and organizational skills.
• Ability to stand for long periods and move around the property.
• Willingness to work shifting schedules including graveyard shifts, weekends and holidays.
• Maintain data privacy and confidentiality of guest information.
• Comply with internal policies and regulatory requirements (PAGCOR, AML).

Responsibilities

• Proactively engage guests and promote the membership program across the property and at off-site events.
• Assist new member sign-up via walk-ins, online platform and events.
• Create, update and maintain member profiles in the management system.
• Process all membership transactions and data entries accurately.
• Assist members with point balances, rewards, account updates, and card replacement.
• Serve as primary contact for membership benefits, promotions and services.
• Promote casino events, promotions, and offers at the membership desk.
• Address guest complaints and resolve issues, escalating when needed.
• Follow data privacy and company Code of Conduct.

Skills

Customer service

Hospitality

Data entry

Membership management

Education

Senior High School

Job description

About the role

The Membership Ambassador is an essential, entry-level, frontline role dedicated to driving customer loyalty and membership acquisition for Westside Resort's membership and loyalty program. This position serves as the primary point of contact for guests, responsible for proactively engaging them to facilitate seamless enrollment and providing world-class service and experience to guests regarding all property-wide inquiries, transactions, and promotions. The Membership Ambassador manages all membership administrative tasks, contributes to increased player engagement, and must strictly operate within established company policies, service standards, gaming regulations, and data privacy guidelines, ensuring the highest level of integrity and confidentiality.

Key responsibilities

• Proactively engage guests and promote the membership program across the property and at designated off-site events
• Assist new member sign-up across various channels such as walk in, online platform and during events
• Create, update, and maintain accurate member profiles in the membership management system
• Accurately process all membership transactions, including new sign-ups, data entry and profile updates
• Assist members with a variety of transactions, including checking point balances, issuing promotional rewards, updating account information, and replacing lost cards
• Serve as the primary contact for inquiries related to membership benefits, promotions, and all property services
• Actively promote current and upcoming casino events, promotions, and special offers to guests at the membership desk
• Address and resolve guest complaints and service issues promptly and professionally, escalating complex situations to a supervisor or manager when necessary
• Adhere strictly to all internal policies, data privacy policies, regulatory requirements (PAGCOR, Anti-Money Laundering), and company Code of Conduct
• Perform administrative tasks related to membership operations and coordinate with casino operations, marketing, security, and IT team as needed

About you

• At least senior high school graduate
• At least 1 year experience in hospitality industry (required for Senior High graduates; waived for degree holders)
• Experience in customer service, or similar experience in a service industry preferably in the gaming industry
• Excellent customer relations service, interpersonal and organizational skills
• Ability to stand for long duration and walk frequently while proactively engaging guests on the property
• Ability to handle high-stress situations, including dealing with challenging or demanding guests and players, and maintain a professional demeanor
• Must be able to work shifting schedule and graveyard shift, including weekends and public holidays
• Demonstrates the ability to establish rapport with a diverse range of individuals and exhibits confidence in interactions with customers
• Ensure accuracy and completeness of data collected prior entry to database
• Ensures confidentiality of guest information

About us

Westside Resort is a gaming and hospitality establishment offering membership and loyalty programs, casino operations, food and beverage services, theater shows, and affiliated hotel accommodations.