Serrano Club Guest Relations Concierge

SMGHA Nevada, LLC

United States

On-site

USD 38,000 - 56,000

Full time

14 days+

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Job summary

Palms Casino Resort is seeking a Serrano Club Specialist to effectively communicate the Serrano Club program, determine qualification for complimentary services, and promote the Serrano Club to guests on the casino floor. The role involves building guest relations, signing up new Serrano Club members, managing a cash drawer, explaining comp structures, and coordinating promotions with the marketing team.

Weekend/holiday availability and strong English communication are required to deliver

Qualifications

Minimum age 21 years old.
High School diploma or equivalent, required.
Prior experience in Casino Marketing and Hotel reservations, required.
Must be able to speak, read, write and understand English.
Strong communication and superior guest service skills required.
Must possess strong organizational, written and oral communication skills.
Must be computer literate with proficiency in Outlook and Microsoft applications.
Must have knowledge of operating basic office machinery; i.e. fax, copier, printer, adding machine.
Must possess knowledge of LMS and Patron Management.
Must possess the ability to determine overall value of a casino guest for comp purposes.
Must be able to work weekends, holidays and extended hours as needed.
Must be able to work independently and perform essential functions without direct supervision.
Must be able to obtain/maintain any necessary certifications and/or licenses.

Responsibilities

Creates an atmosphere that induces guests to make Palms Casino Resort their choice for gaming entertainment.
Builds and retains guest relations; mentors team members to provide superior guest service.
Signs up new Serrano Club guests, processes replacement cards and maintains guest records.
Explains complimentary structure and how to qualify for different levels of complimentary services and/or goods.
Manages a $5,000 bank drawer and balances bank at end of shift.
Issues complimentary services and/or goods based on qualified play.
Issues cash and VIP credentials and coordinates promotions.
Helps coordinate Serrano Club promotions and assists at marketing promotions and events.
Maintains Serrano Club merchandise inventory and distributes promotional coupons and gifts.
Processes win/loss statements to guests.
Attends meetings and completes follow-up as assigned.
Participates in off-property functions and events as assigned.
Perform work regularly and predictably; other duties as assigned.