Casino Guest Experience & Loyalty Advocate

Gila River Resorts & Casinos; Chandler (AZ); Sur place; USD 42 000 - 64 000; Plein temps

Résumé du poste

Gila River Resorts & Casinos in Chandler, AZ seeks a Guest Engagement & Player Development professional to actively engage high-worth players, create personalized experiences, and represent the brand with energy and professionalism on and off the casino floor.

You will build relationships, monitor player activity, coordinate handoffs to Executive Hosts, document interactions in CRM, collaborate with Marketing and Operations, and uphold service excellence across all guest interactions.

Qualifications

• High School diploma or equivalent required.
• Experience in hospitality, sales, guest services, or casino operations; Player Development a strong plus.
• Confident, outgoing personality with strong relationship-building and guest service.
• Proficient with computers; knowledge of MS Office and HR software.
• Knowledge of casino loyalty programs and player tracking systems preferred.
• Ability to work nights, weekends, and holidays.
• Strong written and verbal communication skills.

Responsabilités

• Actively engage potential high-worth players on-property and through strategic outreach.
• Create personalized, high-touch experiences that encourage guest loyalty and increased visitation.
• Represent the brand with energy, authenticity, and professionalism both on and off the casino floor.
• Build trust-based relationships with new and emerging players by offering guidance on casino amenities, promotions, and rewards programs.
• Maintain regular communication with assigned guests through phone calls, text, email, and in-person conversations.
• Monitor guest gaming activity and progression using player tracking tools and loyalty data.
• Identify when players reach qualifying thresholds and coordinate a warm, seamless handoff to an Executive Host.
• Ensure proper documentation of player status and interactions in the CRM system.
• Work closely with Player Development, Marketing, and Operations teams to align guest experiences with business goals.
• Provide feedback on player trends, preferences, and engagement patterns to support strategic planning.
• Resolve minor guest issues promptly and professionally, escalating when necessary.

Connaissances

Guest relationships

Communication

Interpersonal skills

Customer service

Sales experience

MS Office

HR software

Formation

High School diploma or equivalent

Outils

Microsoft Office

HR software

Description du poste

Gila River Resorts & Casinos in Chandler, AZ seeks a Guest Engagement & Player Development professional to actively engage high-worth players, create personalized experiences, and represent the brand with energy and professionalism on and off the casino floor.

You will build relationships, monitor player activity, coordinate handoffs to Executive Hosts, document interactions in CRM, collaborate with Marketing and Operations, and uphold service excellence across all guest interactions.