Player's Club Ambassador, Guest Services

San Manuel Band of Mission Indians • Highland, CA

1d • Hybrid

About The Position

Under the direction of the Supervisor, Guest Services, the Player's Club Ambassador is responsible for supporting an exceptional guest experience within a fast-paced casino environment by serving as a knowledgeable resource, ensuring smooth program engagement, and maintaining high service standards. This role enhances guest interactions, contributes to the successful execution of property initiatives, and upholds operational accuracy and regulatory compliance while playing an integral part in fostering an inviting atmosphere and supporting both guests and team members through strong communication, professionalism, and service excellence.

Requirements

• High School diploma or GED is required.
• Minimum three (3) years of experience in customer service is required.
• Complete knowledge of the club requirements and benefits, with the ability to accurately apply program rules and information in varied situations.
• Effective verbal and written communication and interpersonal skills, enabling effective interaction with guests, team members, and leadership.
• Intermediate proficiency in the Microsoft Office Suite (Excel, Word, and PowerPoint) to support documentation, reporting, and presentation needs.
• Ability to multi‑task in a fast‑paced environment, maintaining organization and accuracy while managing multiple priorities.
• Comfort and confidence working and speaking with the public, fostering positive engagement and clear, professional communication.
• Experience working under pressure while meeting deadlines and goals, with the ability to maintain a positive and professional demeanor during stressful situations.

Nice To Haves

• Minimum one (1) year of casino experience is preferred.

Responsibilities

• Promotes and reinforces the use of the Club Serrano card by engaging guests, explaining program benefits, assisting with enrollment, reprints, card usage, account maintenance, mobile APP engagement, and various other guest inquiries. Maintains best-in-class service levels while performing in a high-volume environment serving as an advanced Guest Services resource by responding to membership and gaming‑related inquiries, providing elevated support for high‑value guests, escorting guests throughout the casino floor, and ensuring accurate documentation in casino floor tracking systems and related applications. Guests interactions will be in person, via email, and telephone.
• Supports high volume property promotions and special events by engaging with guests, providing information, answering questions, and escorting guests to various promotional locations. Special events may include crowd control, unpacking boxes, product staging, guest concerns, constant physical demands, while still providing best-in-class service. Must deliver best-in-class service at all opportunities with internal and external guests.
• Supports lost and found operations and booth coverage as necessary to support business operations. Provides advanced administrative support, including assisting with online enrollments, troubleshooting accounts, responding to guest correspondence, and processing tax document requests. Maintains current knowledge of property promotions, events, venue business hours, and entertainment to accurately communicate information. Train new and existing team members on procedures, policies, and service expectations.
• Performs routine floor support tasks, such as picking up trash, pushing in chairs, as needed to maintain an inviting and orderly guest environment. Observes and reports suspicious activity and complete required Title 31 documentation in compliance with regulatory guidelines.
• Performs other duties as assigned to support the efficient operation of the department.

Benefits

• As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED