Specialist Club Serrano

Palms • Las Vegas, NV

3d • Onsite

About The Position

The Specialist Club Serrano is responsible for communicating the Serrano Club program, determining whether guests meet qualifications for complimentary services or goods, explaining the program, and promoting it to guests on the casino floor. The role builds and retains guest relations while providing superior guest service and mentoring team members.

The Specialist enrolls guests and maintains accurate Serrano Club records, processes cards and guest requests, handles coupons and promotional items, and issues qualified comps, cash, tickets, and VIP credentials. The position also supports promotions and events, maintains merchandise inventory, processes win/loss statements, and completes assigned meetings, events, and follow-up work. The role reports to the Manager Club Serrano and is performed in a hotel/resort setting.

Requirements

• Must be at least 21 years old.
• High school diploma or equivalent.
• Prior experience in casino marketing and hotel reservations.
• Ability to speak, read, write, and understand English.
• Strong communication and superior guest service skills.
• Strong organizational, written, and oral communication skills.
• Computer literacy, including proficiency with Outlook and Microsoft applications.
• Knowledge of basic office machinery, including 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.
• Ability to obtain and maintain necessary certifications and/or licenses.
• Ability to tolerate varying noise, temperature, illumination, and air-quality conditions; may be exposed to smoke.
• Ability to sit or stand for prolonged periods and remain mobile; perform 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 distinguish letters, numbers, and symbols.
• Ability to use standard office equipment.

Responsibilities

• Create an atmosphere that encourages guests to choose Palms Casino Resort for gaming entertainment.
• Build and retain guest relations, provide superior guest service, and mentor team members.
• Enroll guests in Serrano Club, process replacement cards, update guest records, and flag duplicate accounts.
• Explain the complimentary structure and qualification requirements for different service and goods levels.
• Cash direct mail and cash back coupons; maintain a $5,000 bank drawer and balance it at the end of the shift.
• Issue complimentary services and goods based on qualified play.
• Issue cash, comp concert tickets, and VIP credentials.
• Help coordinate Serrano Club promotions and assist with marketing promotions and special events.
• Help maintain Serrano Club merchandise and control inventory.
• 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 complete other duties as assigned.

What This Job Offers

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