Specialist Club Serrano - On Call

SMGHA Nevada, LLC; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

Palms Casino Resort seeks a Serrano Club Specialist to communicate program details, sign up guests, and manage records efficiently. You will explain comp structures, assist with promotions, and coordinate events while mentoring teammates for top-tier guest service.

In this role, you will handle club benefits, process statements, and maintain merchandise inventory, with a focus on accurate data and exceptional hospitality small details. Weekend and holiday availability is required.

Qualifications

• Minimum age 21 and a high school diploma or equivalent.
• Prior experience in Casino Marketing and hotel reservations required.
• Must speak, read, write and understand English.
• Strong communication and superior guest service skills.
• Proficiency in Outlook and Microsoft applications.
• Knowledge of LMS and Patron Management.

Responsibilities

• Create an atmosphere that induces guests to make Palms Casino Resort their choice for gaming entertainment; actively build and retain guest relations and mentor team members to provide superior service.
• Sign up new Serrano Club members and maintain guest records, flag duplicates to ensure accuracy.
• Explain complimentary structure and how to qualify for different levels of services/goods.
• Process win/loss statements to guests and handle cash/comp duties.
• Coordinate Serrano Club promotions and assist at marketing events and special functions.
• Maintain Serrano Club merchandise inventory and assist with meetings and follow-ups.

Skills

Guest relations

English proficiency

Casino marketing

Hotel reservations

Communication

Education

High School diploma or equivalent

Tools

Outlook

Microsoft Office

LMS

Patron Management

Job description

Reporting to the Manager of the Serrano Club, The Serrano Club Specialist is responsible for the effective communication of the Serrano Club program; determines whether minimum qualifications for complimentary services and/or goods have been met, informs guest of all aspects of Serrano Club, and promotes the Serrano Club program to guests on the casino floor.

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 makereasonable 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.

Company Culture

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!