Job Description

Reporting to the Player Services Manager, the Ambassador is responsible for providing excellent customer service to VIP and VVIP guests while on the casino floor. This would require the Ambassador to be present at all times on the casino floor, meeting with new and existing customers to handle all requests in a timely manner. This position plays an important role in introducing new mid-level and high-worth guests to the Casino and/or Senior Executive Host.

Shift Availability:

• Day Shift: 12:30 PM - 9:00 PM, 1:30 PM - 10:00 PM , and 4:30 PM - 1:00 AM

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Assist the Promotions and Events department with related duties when needed.
• Assists at all on-property and off-property marketing events, promotions and special events as necessary.
• Handles customer requests and service issues on the casino floor.
• Identifies mid-level and high-worth patrons on the casino floor and makes introduction.
• Refers new and/or existing customers to Executive Host group based on established criteria.
• Inputs reservations for comps, special events, promotions and other Casino Marketing requests.
• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines.
• Works all scheduled assignments on the floor: High Limit Rooms, Player’s Club, Slot Floor, Pits.
• Answers all phone calls and responds in a timely manner.
• Handles difficult guests and situations in a calm, professional and prudent manner.
• Maintains close ties with customers to build loyalty.
• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business.
• Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix.

• Perform outbound sales services (Growth and Reactivation) according to defined and targeted lists of Sales Leads provided by Marketing.

• Use traditional telemarketing efforts to develop and grow players; encourage return visits and create customer loyalty by establishing and developing relationships with gaming customers.

• Develop player base by promoting Rush Rewards to qualified gaming guests; invite guests to utilize the amenities of the program in order to develop customer loyalty.

• Award customer complimentaries based on gaming activity and program guidelines.

• Coordinate guest visits including hotel trips, meals and events, and assist guests with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort.

• Maintain discretion in communication to or about customers and player accounts or circumstances.

• Perform other duties as assigned.

Minimum Education and Experience Requirements:

• Bachelor's degree preferred.
• Must be at least 21 years of age.

Knowledge, Skills, and Abilities:

• Must possess outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and peers.
• Must be able to remain professional and tolerate stress related to servicing public guests in a high-pressure and fast-paced environment on the Casino gaming floor.
• Must possess planning skills and demonstrate the ability to handle and prioritize multiple tasks.
• Must maintain a thorough knowledge and understanding of player tracking and analysis system.
• Must have experience resolving problems decisively and timely, and adapting to changes as well as experience determining when senior leadership assistance is necessary for problem-solving.
• Must be able to be constantly exposed to casino-related environmental factors, including, but not limited to secondhand smoke and excessive noise.
• Must be able to remain in a stationary position for a majority of an entire shift.
• Must be able to traverse through the Casino to arrive at assigned locations.
• Must be able to learn and retain knowledge of computer systems and software (including, but not limited to Microsoft Office, Google Suite, and player tracking/ casino management software), procedures, and regulatory requirements.

Certifications, Licenses, and/or Registrations:

• Gaming license/registration as required by the Virginia Lottery Board.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift and/or move objects up to 40 lbs.
• Ability to work flexible shifts and days of the week, including weekends and holidays.
• Ability to work in an environment with moderate to loud noise, bright lights, smoke, and dust.