Specialist Serrano Club - Full Time

SMGHA Nevada, LLC; United States; On-site; USD 38,000 - 56,000; Full time

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.

Skills

Communication

Guest service

English proficiency

Organizational skills

Written & oral 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 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.

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 the growth and well-being of our team members is the top priority. Join our team and be part of something special!