Ambassador-PT

GENERAL SUMMARY

The Ambassador provides a Four Diamond guest experience through active communication with club members and engaging in a multitude of service activities for the satisfaction of Pechanga Resort Casino’s guests.

FOUR DIAMOND SERVICE AGREEMENT

All Team Members will display a Four Diamond commitment to Guest Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino (PRC).

KEY RESPONSIBILITIES

• Assist at The Club at Pechanga locations as needed.
• Knowledge and familiarity with CMP (data entry and record keeping).
• Service Club Members accounts for Easy Play, Easy Dine and Mail Offers redemptions.
• Club Member development including new player recruitment and encouraging play of existing members through promotional development programs.
• Enter guest data in an accurate and efficient manner.
• Print out designated Club Cards as assigned in the system.
• Actively promote Club Membership on the casino floor.
• Entice new and returning guests to utilize Club Card while walking in the designated floor zones and promoting the benefits of the club.
• Attend to pit call requests.
• Promote current club promotions.
• Ensure Club Cards are properly working and troubleshoot Club Card issues on the floor as needed.
• Assist with promotional events such as gift giveaways, slot promotions, concerts, special events, and projects as needed.
• Assist with the unpacking, organization, and distribution of promotional items.
• Assist with event ticket distribution, collection, event set-up, and clean-up.
• Provide additional guest services such as taking or scanning tickets at the door, seating guests, and watch for any incidents that may need to be reported to security or management.
• Demonstrate current knowledge of all Marketing Operations Club promotions, giveaways, incentive programs, tournaments, and event details.
• Assist with the win / loss hotline (retrieving messages, responding to inquiries and processing requests).
• Facilitates transactions and constant communication to Club Card members.
• Professionalism in answering phone calls and returning messages as needed.
• Resolves minor Club Card member’s conflicts which relates to membership.
• Assist Supervisors with additional strategies and tactics to achieve department goals.
• Understand and relay all other general property information.
• Comply with all PRC and Departmental SOP’s and Service Guarantees.
• Other duties as assigned.

ACCOUNTABILITY : This position does not have supervisory responsibilities.

QUALIFICATIONS AND GUIDELINES

EDUCATION / EXPERIENCE / TRAINING : A High School diploma or general education degree (GED) is required; minimum one (1) year of guest service experience is required; two (2) years of guest service is preferred; or equivalent combination of education and progressive, relevant, and direct experience may be in considered in lieu of minimum educational / experience requirement.

COMMUNICATION SKILLS : This position requires the ability to read and comprehend simple instructions, short correspondence, and memos. This position also requires the ability to write simple correspondence. The ability to effectively present information in one-on-one and small group situations to guests, clients, and other Team Members of the organization is required as well.

MATHEMATICAL SKILLS : This position requires the ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. This position also requires the ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY : This position requires the ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. This position also requires the ability to deal with problems involving a few concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS :

• Must qualify to obtain and maintain a Class “A” gaming license.
• Valid California Driver’s License.

SKILLS / ABILITIES :

• Efficient use Microsoft Office, which includes Word, Excel, and Outlook.
• Ability to type at an acceptable speed.
• Bilingual communication skills preferred.
• Must be a self-starter who is highly motivated and resourceful.
• Must be able to work with a positive attitude in a fast paced and culturally diverse casino environment.
• Must have a pleasant personality and present a professional image when assisting guests.
• Must be able to take direction and follow through with assigned tasks.
• Must possess excellent phone guest service skills.
• Guest dispute resolution skills.
• Clear and professional communication skills.
• Must be flexible and willing to work nights, weekends, and holidays.

DISCLAIMER :

The above information on this description has been designed to indicate the general nature and level of work performed by Team Members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of Team Members assigned to this job.