Player Development Ambassador

Gila River Resorts & Casinos•Phoenix, AZ

6d•Onsite

About The Position

The Player Development Ambassador is responsible for engaging potential high-worth players, creating personalized experiences to encourage loyalty, and building trust-based relationships. This role involves monitoring guest gaming activity, coordinating with Executive Hosts, and collaborating with internal teams to align guest experiences with business goals. The ambassador must represent the brand with energy and professionalism, resolve guest issues, and ensure all interactions reflect the casino's values and service standards.

Requirements

High School diploma or equivalent required.
Proven experience in hospitality, sales, guest services, or casino operations.
Confident, outgoing personality with a passion for building relationships and delivering high-level guest service.
Must be computer literate and have knowledge of Microsoft Office and/or other computer and HR Software.
Ability to work a flexible schedule including nights, weekends, and holidays.
Strong interpersonal and communication skills, both written and oral.
Intermediate skills in the use of personal computers, Microsoft Office Suite Software, email and Enterprise specific programs.
Ability to read, analyze, and interpret general business periodicals, professional journals, financial reviews, technical procedures, or government regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Ability to work with mathematical concepts such as probability and statistical inference.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect, develop and analyze data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form, and deal with several abstract and concrete variables simultaneously.

Nice To Haves

Experience in Player Development a strong plus.
Understanding of casino loyalty programs, player tracking systems, and gaming operations preferred.

Responsibilities

Actively seek out and engage potential high-worth players on-property and through strategic outreach.
Create personalized, high-touch experiences that encourage guest loyalty and increased visitation.
Represent the brand with energy, authenticity, and professionalism both on and off the casino floor.
Build trust-based relationships with new and emerging players by offering guidance on casino amenities, promotions, and rewards programs.
Maintain regular communication with assigned guests through phone calls, text, email, and in-person conversations.
Monitor guest gaming activity and progression using player tracking tools and loyalty data.
Identify when players reach qualifying thresholds and coordinate a warm, seamless handoff to an Executive Host.
Ensure proper documentation of player status and interactions in the CRM system.
Work closely with Player Development, Marketing, and Operations teams to align guest experiences with business goals.
Provide feedback on player trends, preferences, and engagement patterns to support strategic planning.
Ensure every interaction reflects the values and service standards of the casino brand.
Resolve minor guest issues promptly and professionally, escalating when necessary.