Specialist Serrano Club - On Call

San Manuel Band of Mission Indians•Las Vegas, NV

2d•Onsite

About The Position

The Serrano Club Specialist is responsible for the effective communication of the Serrano Club program. This role determines whether minimum qualifications for complimentary services and/or goods have been met, informs guests of all aspects of the Serrano Club, and promotes the Serrano Club program to guests on the casino floor. The Specialist creates an atmosphere that induces guests to make Palms Casino Resort their choice for gaming entertainment, is responsible for actively building and retaining guest relations, and acts as a mentor to team members in order to provide superior guest service. The role involves signing up new guests for their Serrano Club card, processing replacement cards, and maintaining the database by updating guest records and flagging duplicate accounts to ensure guest information is correct. The Specialist effectively explains the complimentary structure and how to qualify for different levels of complimentary services and/or goods. They also cash direct mail and cash back coupons, maintain accountability of a $5,000 bank drawer, and balance the bank at the end of the shift. Complimentary services and/or goods are issued based upon qualified play. The role also involves issuing cash and comp concert tickets and VIP credentials, coordinating Serrano Club promotions, and assisting at marketing promotions and special events. Maintenance and inventory control of Serrano Club merchandise, distribution of promotional coupons and gifts, and processing win/loss statements to guests are also part of the responsibilities. The Specialist is expected to attend and participate in meetings, completing follow-up as assigned, and attend and participate in off-property functions and events as assigned. Regular and predictable work performance is required, along with other duties as assigned.

Requirements

Minimum Age 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
Must possess strong organizational, written and oral communication skills
Must be computer literate with proficiency in Outlook and Microsoft applications
Must have knowledge of operating basic office machinery; i.e. fax, copier, printer, adding machine
Must possess knowledge of LMS and Patron Management
Must possess the ability to determine overall value of a casino guest for comp purposes
Must be able to work weekends, holidays and extended hours as needed
Must be able to work independently and perform essential functions without direct supervision
Must be able to obtain/maintain any necessary certifications and/or licenses

Responsibilities

Creates an atmosphere that induces guests to make Palms Casino Resort their choice for gaming entertainment
Responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service
Signs up new guests for their Serrano Club card, processes replacement cards and maintains the data base updating guest records and flagging duplicate accounts to ensure guest information is correct
Effectively explains complimentary structure and how to qualify for different levels of complimentary services and/or goods
Cashes direct mail and cash back coupons, maintains accountability of a $5,000 bank drawer, balances bank at end of shift
Issues complimentary services and/or goods based upon qualified play
Issues cash and comp concert tickets and VIP credentials
Helps coordinate Serrano Club promotions and assists at marketing promotions and special events
Helps with maintenance and inventory control of Serrano Club merchandise
May distribute promotional coupons and gifts
Processes win/loss statements to guests
Attend and participate in meetings, completing follow-up as assigned
Attend and participate in off property functions and events as assigned
Perform work regularly and predictably
Other duties as assigned