Casino Guest Experience & Loyalty Specialist

Agua Caliente Casinos; Rancho Mirage (CA); On-site; USD 34,000 - 44,000; Full time

Job summary

Agua Caliente Casinos in Rancho Mirage, CA seeks a full-time Customer Service Associate to be the first guest contact and data entry clerk for ACE Club database information. This role focuses on identifying valuable guests, developing loyalty relationships, and supporting marketing programs.

The position requires strong English communication, basic computer skills, and a high school diploma. It involves working nights, weekends, holidays, and may include tours of gaming floors and properties,

Qualifications

• High school diploma or GED.
• Some demonstrated customer service experience and/or training or combination of education and experience.
• Computer literate with good oral and written English communication skills.
• Multi-lingual desirable with good phone etiquette.

Responsibilities

• Convey terms of ACE Program and explains qualification requirements to prospective gaming guest.
• Assist in making reservations for guests for outlets on property and may assist in arranging transportation.
• Identify and initiate relationships with new guests for possible enrollment into the players club.
• Record and report database information to management, may assist in updating database files.
• Assist guests both over the phone and in person.
• Issue complimentary items for guests as designated by management.
• Issue and reprint club cards to guest.
• Provide excellent guest service through clear communication of all marketing activities and promotions, and amenities available to guests.
• Assist in the implementation of promotional programs designed to attract and retain large groups of new and existing customers to the casino such as slot tournaments, show tickets, buses, and off property events.
• Performs cash and credit card transactions associated with event ticket sales when assigned to the box office.
• May assist with special events and promotions as required.
• Maintain the highest level of professionalism while managing sensitive issues. Demonstrate empathy while providing thoughtful and prompt resolutions.
• Available to work nights, weekends and Holidays.
• Oversee and/or participate in formal and informal surveys and queries.
• Must be able to conduct tours of the gaming floor and other related facilities and possess knowledge of all Tribal properties and entities.
• When acting as gift shop clerk
• Ensures bank is counted and balanced with the Cash Cage.
• Assists in maintaining redemption items inventory and recommends the purchase of incentives/merchandise.
• Clears, cleans, resets, and maintains station during shift.
• Handles guest’s receipts according to internal casino policy.

Skills

Customer service

English communication

Multilingual

Phone etiquette

Education

High school diploma or GED

Tools

General office software

Job description

Agua Caliente Casinos in Rancho Mirage, CA seeks a full-time Customer Service Associate to be the first guest contact and data entry clerk for ACE Club database information. This role focuses on identifying valuable guests, developing loyalty relationships, and supporting marketing programs.

The position requires strong English communication, basic computer skills, and a high school diploma. It involves working nights, weekends, holidays, and may include tours of gaming floors and properties,