Casino Telemarketing Specialist

Wynn Las Vegas; Las Vegas (NV); On-site; USD 19,000 - 30,000; Full time

Benefits offered by this job

Bonus eligibility after first full ¼

Job summary

Wynn Las Vegas is seeking a Casino Telemarketing Specialist to engage qualified casino guests through high-volume outbound calls, driving room reservations and incremental revenue. This hourly, performance-driven role blends sales, guest relationship management, and service recovery to boost loyalty and property performance.

The position offers a bonus eligibility after the first full quarter and requires strong communication, hospitality experience, and proficiency with common office software.

Qualifications

• High school diploma or equivalent required.
• Minimum two years of experience in casino ops, telemarketing, or hospitality/customer service.

Responsibilities

• Conduct 75+ outbound calls daily to targeted casino guests.
• Convert calls into room reservations and revenue-generating bookings.
• Meet or exceed established sales and productivity targets.
• Apply comp and expense guidelines during guest interactions.
• Build and maintain one-on-one guest relationships to drive repeat business.
• Deliver personalized service tailored to guest preferences.
• Promote casino promotions, events, and programs.
• Coordinate reservations, transportation, and accommodations.
• Handle guest concerns professionally and escalate when necessary.
• Participate in coaching, training, and performance improvement efforts.

Skills

Outbound calling

Sales & upsell

Guest relations

Time management

Education

High school diploma or equivalent

Tools

Outlook

Word

Excel

Opera PMS

Empower CM

Job description

Job Description

The Casino Telemarketing Specialist is responsible for engaging qualified casino guests through high-volume outbound calls to drive booked room reservations and incremental revenue. This role combines sales performance, guest relationship management, and service recovery to enhance guest loyalty and overall property performance.

This is an hourly, performance-driven position with eligibility for a bonus after completion of the first full quarter.

Core Job Duties & Responsibilities

Sales & Revenue Generation

• Conduct 75+ outbound calls daily to targeted casino guests
• Convert calls into room reservations and revenue-generating bookings
• Meet or exceed established sales and productivity targets
• Apply comp and expense guidelines appropriately during guest interactions

Guest Engagement & Relationship Management

• Build and maintain one-on-one guest relationships to drive repeat business
• Deliver personalized, high-quality service tailored to guest preferences
• Promote casino promotions, events, and programs
• Coordinate reservations, transportation, and accommodations

Service Recovery & Issue Resolution

• Handle guest concerns professionally and efficiently
• Escalate issues when necessary while ensuring a positive guest experience

Team Contribution

• Participate in coaching, training, and performance improvement efforts
• Maintain professionalism, integrity, and compliance with all policies

Work Environment & Expectations

• A desk-based role with continuous computer and phone usage
• Moderate to high noise levels in a call-center-style environment
• Performance measured by:
  • Call volume
  • Conversion rate
  • Generated revenue
  • Guest satisfaction

Qualifications

Experience & Education

• High school diploma or equivalent required
• Minimum two (2) years of experience in one or more of the following:
  • Casino operations
  • Telemarketing/sales
  • Hospitality/customer service

Communication Requirements

• Fluent in English (written and verbal)
• Ability to interpret policies and communicate clearly with guests and internal teams
• Produces polished, professional guest email communications
• Additional language skills are a plus

Licensing & Requirements

• Must be 21 years or older Required:
  • Nevada Gaming Control Board Registration
  • Alcohol Awareness Card

Technical Skills

• Working knowledge of Microsoft Outlook, Word, and Excel Preferred familiarity with key systems including Patron Management, Opera and Empower CM, etc. is strongly preferred
• Training provided

Core Skills

• Strong communication and interpersonal skills
• Comfortable with cold calling and sales-driven conversations
• Ability to make real-time decisions to maximize guest experience and revenue
• Excellent multitasking, organization, and time management skills
• Ability to receive and apply coaching feedback

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws confidential according to EEO guidelines.