Ambassador Casino Marketing

Position Overview

Reporting to the Director of Player Development, the Casino Marketing Ambassador will play an important role in providing casino guests with the best possible experience. The Casino Marketing Ambassador builds guest loyalty by using targeted marketing techniques and exceptional customer service skills to foster exclusive guest relationships and achieve budgeted gaming revenues. This highly visible and interactive role demands a high level of professionalism and teamwork.

Key Responsibilities

• Provides exceptional guest service to existing casino guests.
• Actively greets guests, answers questions, and offers assistance to ensure a positive experience.
• Resolves guest conflicts and complaints fairly and equitably on behalf of the Company.
• Introduces the benefits of and solicits enrollment into the company’s Club Serrano loyalty program.
• Maintains a consistent, visible presence on the casino floor during individual visits and special events.
• Handles incoming telephone calls regarding guest inquiries, concerns, recorded play evaluations, comp availability, and the issuance of comps.
• Develops relationships with guests to grow the customer base and boost Company revenues through strong retention and repeat business.
• Manages guest interactions through telemarketing and in-person contact, exercising discretion in providing hospitality arrangements including rooms, food, beverages, and handling special requests.
• Evaluates customers’ casino activity to provide appropriate incentives and is authorized to approve a limited number of comps and allowances per established policies.
• Makes informed decisions on complimentary options based on recorded play, earned points, comp availability, and guest profitability.
• Oversees all aspects of a guest’s journey, from ground transportation and hotel accommodations to dining reservations, entertainment, and folio clearance.
• Works collaboratively with teams across Casino Marketing, Table Games, Slots, and Food & Beverage to identify opportunities and address concerns.
• Keeps abreast of industry developments, market trends, and both on-property and competitor promotions/events.
• Attends and hosts player onsite/offsite events as assigned by management.
• Performs additional duties as assigned by Player Development management.

Required Qualifications

• Must be 21 years old or older.
• High School Diploma or GED required.
• Experience in the service industry.
• Bachelor’s Degree in Hospitality, Marketing, or a related field is highly preferred.
• A minimum of 1-2 years’ experience in Casino/Gaming, Sales, Marketing, or customer service is preferred.
• Must be able to obtain a Gaming License.
• Must be able to obtain a valid Nevada Driver's License.
• Demonstrated drive to exceed revenue generation targets.
• Intermediate proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and Access.
• Outstanding oral and written communication skills, with the ability to produce reports and business correspondence.
• Ability to maintain confidentiality and uphold a professional image with a polished appearance and demeanor.
• Strong problem-solving skills with the capability to identify issues, collect data, analyze, and draw valid conclusions.