Specialist Club Serrano
About The Position
Reporting to the Manager Club Serrano, the Specialist Club Serrano supports effective communication and promotion of the Serrano Club program. The role determines whether guests meet minimum qualifications for complimentary services or goods, explains the program, and promotes it to guests on the casino floor. The specialist also signs up guests, maintains accurate guest records, handles coupons and a bank drawer, issues qualified complimentary services and event credentials, and supports promotions, events, merchandise inventory, and guest requests. Work is performed in a hotel/resort setting, with frequent contact with executives, department management, employees, and guests. The role requires tolerance for varying noise, temperature, illumination, and air quality, and may involve exposure to smoke. Noise levels are usually moderate to loud. Work may include prolonged sitting or standing, mobility, and occasional movement of objects weighing up to 75 pounds. Evening, weekend, and holiday shifts may be required.
Requirements
- Must be at least 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.
- Strong organizational, written, and oral communication skills.
- Computer literacy, including proficiency in Outlook and Microsoft applications.
- Knowledge of operating basic office machinery, such as a fax, copier, printer, and adding machine.
- Knowledge of LMS and Patron Management.
- Ability to determine the overall value of a casino guest for comp purposes.
- Ability to work weekends, holidays, and extended hours as needed.
- Ability to work independently and perform essential functions without direct supervision.
- Must be able to obtain and maintain necessary certifications and/or licenses.
- Ability to tolerate varying noise, temperature, illumination, and air quality; may be exposed to smoke.
- Ability to perform prolonged sitting or standing and mobility, as well as balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
- Ability to lift, carry, push, pull, or otherwise move objects weighing up to 75 pounds occasionally.
- Eye-hand coordination and ability to use standard office equipment.
- Ability to distinguish letters, numbers, and symbols.
Responsibilities
- Create an atmosphere that encourages guests to choose Palms Casino Resort for gaming entertainment; build and retain guest relationships and mentor team members in providing superior guest service.
- Sign up guests for Serrano Club cards, process replacement cards, maintain the database, update guest records, and flag duplicate accounts.
- Explain the complimentary structure and how guests qualify for different levels of complimentary services or goods.
- Cash direct mail and cash-back coupons; maintain accountability for a $5,000 bank drawer and balance it at the end of the shift.
- Issue complimentary services or goods based on qualified play, as well as cash and comp concert tickets and VIP credentials.
- Help coordinate Serrano Club promotions and assist with marketing promotions and special events.
- Help maintain and control inventory of Serrano Club merchandise.
- Distribute promotional coupons and gifts as needed.
- Process win/loss statements for guests.
- Attend and participate in meetings and complete assigned follow-up.
- Attend and participate in off-property functions and events as assigned.
- Perform work regularly and predictably, and carry out other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
