Specialist Club Serrano

SMGHA Nevada, LLC; Las Vegas (NV); On-site; USD 42,000 - 62,000; Full time

Job summary

Palms Casino Resort is seeking a guest relations professional to create an atmosphere that attracts guests to choose the resort for gaming entertainment and to mentor team members toward superior service. The role signs up new Serrano Club guests, processes replacement cards, maintains guest data, explains the complimentary structure, and coordinates promotions and events.

Requirements include a High School diploma, 21 years of age, English fluency, and prior casino marketing or hotel

Qualifications

• Minimum age 21.
• High School diploma or equivalent.
• Experience in Casino Marketing and Hotel reservations.
• Must speak/read/write English.
• Strong communication and guest service skills.

Responsibilities

• Create guest relations atmosphere and mentor team for superior service.
• Sign up Serrano Club guests and maintain records.
• Explain complimentary structure and qualification levels.
• Cashes cash and checks and maintains a $5,000 bank drawer.
• Coordinate Serrano Club promotions and assist at events.
• Process win/loss statements for guests.

Skills

Excellent communication

Guest service expertise

Team mentoring

Organizational skills

Computer literacy (Outlook, MS Office)

Tools

Outlook

Microsoft Office

LMS

Patron Management

Job description

Core Job Responsibilities

• Creates an atmosphere that induces guests to make Palms Casino Resort their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service.
• Signs up new guests for their Serrano Club card, processes replacement cards and maintains the data base updating guest records and flagging duplicate accounts to ensure guest information is correct.
• Effectively explains complimentary structure and how to qualify for different levels of complimentary services and/or goods.
• Cashes direct mail and cash back coupons, maintains accountability of a $5,000 bank drawer, balances bank at end of shift.
• Issues complimentary services and/or goods based upon qualified play.
• Issues cash and comp concert tickets and VIP credentials.
• Helps coordinate Serrano Club promotions and assists at marketing promotions and special events.
• Helps with maintenance and inventory control of Serrano Club merchandise.
• May distribute promotional coupons and gifts.
• Processes win/loss statements to guests.
• Attend and participate in meetings, completing follow-up as assigned.
• Attend and participate in off property functions and events as assigned.
• Perform work regularly and predictably.
• Other duties as assigned.

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.

Physical Demands

Work is performed in a hotel/resort setting. Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality. May be exposed to smoke The noise level in the work environment is usually moderate to loud. Constant contact with executives, department management, employees, and guests. Prolonged sitting or standing and mobility. Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions Lift, carry, push, pull or otherwise move objects and/or move up to 75 pounds occasionally Eye/hand coordination. Use of standard office equipment. Ability to distinguish letters, numbers, and symbols May be required to work evening, weekends, and holiday shifts.

Equal Opportunity Employer

Palms provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Palms, its affiliates and subsidiaries will make reasonable accommodations in compliance with applicable law. We are committed to making a work environment where the growth and well-being of our team members is the top priority. Join our team today! At Palms Casino Resort and Palms Place, we believe our Team Members are the heart of our success. Every role plays a role in creating unforgettable experiences for our guests. We provide competitive pay, benefits, and programs that help you learn and grow. Guided by our values: Integrity, Humility, Unity, Respect, and Excellence, we are committed to a workplace where your well-being and career development come first. Join our team and be part of something special!