Specialist - Serrano Club - On Call

Reporting to the Manager of the Serrano Club, The Serrano Club Specialist is responsible for the effective communication of the Serrano Club program; determines whether minimum qualifications for complimentary services and/or goods have been met, informs guest of all aspects of Serrano Club, and promotes the Serrano Club program to guests on the casino floor.

Core Job 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.
  

Qualifications

• 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.
  

Physical Demands:

• Work is performed in a hotel/resort setting.
  
• Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
  
• May be exposed to smoke
  
• The noise level in the work environment is usually moderate to loud.
  

• Constant contact with executives, department management, employees, and guests.
  
• Prolonged sitting or standing and mobility.
  
• Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions Lift, carry, push, pull or otherwise move objects and/or move up to 75 pounds occasionally
  
• Eye/hand coordination.
  
• Use of standard office equipment.
  
• Ability to distinguish letters, numbers, and symbols
  
• May be required to work evening, weekends, and holiday shifts.
  

We are committed to making a work environment where the growth and well-being of our team members is the top priority. Join our team today!