Player's Club Ambassador, Guest Services

Yaamava Resort & Casino at San Manuel; Highland (CA); On-site; USD 35,000 - 50,000; Full time

Job summary

Yaamava Resort & Casino at San Manuel is seeking a Player’s Club Ambassador to enhance club membership practices and provide exceptional guest services. This role supports various departments through VIP engagement while ensuring compliance with all policies and procedures.

Ideal candidates should have at least 3 years of customer service experience, with a preference for casino-related backgrounds. Strong communication skills and proficiency in Microsoft Office are essential. The ambassador will assist guests, promote club membership, and help in administrative tasks.

Qualifications

• Minimum of three (3) years of experience in customer service.
• Minimum of one (1) year of casino experience preferred.
• Intermediate proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Responsibilities

• Promoting the use of the Club Serrano card to guests.
• Training team members on department practices.
• Assisting with guest-related administrative tasks.

Skills

Customer service

Communication skills

Microsoft Office Suite

Multi-tasking

Education

High School diploma or GED

Job description

Under the direction of the Supervisor, Guest Services, the Player’s Club Ambassador is responsible for supporting player’s club membership practices and various administrative duties associated with club membership and Guest Services. The Player’s Club Ambassador supports and compliments all property departments through VIP engagement and contacts. This position requires direct contact with the public while delivering superior guest service in accordance with department and enterprise standards, policies and procedures as created by Yaamava’ Resort & Casino.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Promotes the use of the Club Serrano card to non-members and members on the gaming floor. Supports all department requests for guest assistance with Club Serrano membership. Assists all property departments with guest requests and communications when known high end players are on the casino floor. Enters customer data into casino player tracking systems as well as other software applications accurately and consistently. Responsible for collecting pertinent customer information, such as email, telephone, and physical address in accordance with the monthly email and telephone quotas set by leadership. Safeguards the confidential nature of guest, department, and enterprise data. Adheres to all policies and procedures set forth by the casino and Tribal Gaming regulations to minimize risk to the enterprise and to guests.
2. Responsible for training and re-training team members with department practices, responsibilities, and compliance related operations.
3. Supports all lost and found daily duties; including but not limited to property record keeping and property retrieval. Assists with guest related administrative, such as online enrollments, Club Serrano application troubleshooting, responding to guest correspondence, processing win/loss requests, copies of W2Gs, audit and compliance related tasks. Remains current on all property events, promotions, and entertainment to accurately communicate and encourage club card usage and new club card enrollments.
4. Assists with promotions and special events with set-up, line control, and guest communication.
5. Researches and resolves guest issues effectively and professionally.
6. Performs other duties as assigned to support the efficient operation of the department.

EDUCATIONAL, EXPERIENCE AND QUALIFICATIONS

• High School diploma or GED is required.
• Minimum of three (3) years of experience in customer service is required.
• Minimum of three (1) one year of casino experience is preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Intermediate proficiency in the Microsoft Office Suite (Excel, Word, and PowerPoint).
• Must have complete knowledge of the club requirements and benefits.
• Must be able to communicate effectively with guests, team members and leadership, both verbally and in writing.
• Must possess outstanding communication and interpersonal skills.
• Ability to multi-task in a fast-paced environment is required.
• Must be comfortable working and speaking with the public.
• Must have experience working under pressure while meeting deadlines and goals.
• Ability to maintain a positive and professional demeanor under stressful situations.

REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS

At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

Select One of the Following for Driving Responsibilities

• No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS – ENVIRONMENT

• Primary work environment is in a climate-controlled casino setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves standing most of the time and may sit at times. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.
• Reasonable accommodation will be made in compliance with all applicable law.