Job Description

Job Location: Agua Caliente Rancho Mirage - Rancho Mirage, CA 92270
Position Type: Part Time

Summary
The Player Engagement Specialist is responsible for proactively engaging guests through outbound communication initiatives designed to increase visitation, strengthen guest loyalty, and support enterprise retention efforts. This role serves as a key point of contact between the guest and the organization by promoting offers, assisting with reservations and event bookings, reactivating inactive guests, and delivering elevated, personalized service experiences through professional phone and written communication. This position works collaboratively across departments to ensure seamless communication, consistent guest experiences, and effective follow-through, while maintaining Forbes Travel Guide-style service standards with a strong focus on compliance and account verification procedures.

Essential Duties and Responsibilities (other duties may be assigned)
- Conduct proactive outbound calls and guest outreach initiatives to increase visitation, promote offers, and support guest retention efforts.
- Engage guests professionally and confidently while delivering elevated, personalized service experiences aligned with company service standards.
- Assist guests with event bookings, hotel reservations, and promotional inquiries while utilizing predetermined offers and adhering to established booking procedures.
- Reactivate inactive guests through targeted outreach campaigns and relationship-building communication.
- Clearly explain promotions, offers, eligibility, reservation policies, and applicable procedures to guests.
- Accurately document guest interactions, account updates, reservations, follow-up actions, and service recovery efforts within designated systems.
- Coordinate and communicate effectively with internal departments, including Player Development, Hotel Operations, Call Center Operations, and Marketing, to support seamless guest experiences.
- Maintain professionalism, accuracy, and attention to detail while managing multiple priorities in a fast-paced environment.
- Consistently meet departmental productivity, quality assurance, guest engagement, and performance expectations.
- Maintain knowledge of property amenities, promotions, events, loyalty programs, and enterprise offerings to effectively support guest needs.
- Support enterprise retention and engagement strategies through proactive guest communication and relationship management.
- Uphold all company policies, confidentiality standards, responsible gaming practices, and compliance requirements.
Supervisory Responsibilities
None
Access to Sensitive Areas and Information (ACCRS & SRC)
As per the ACCRS ACGC Access Matrix
Signatory Ability

QualificationsEducation and/or Experience
- High school diploma or GED required.
- At least 1 year of casino or marketing experience preferred.
- At least 1 year of telemarketing experience required.
- The ideal candidate is highly articulate, relationship-driven, detail-oriented, and comfortable balancing guest engagement, sales support, and operational accuracy in a fast-paced environment.
- Must be able to communicate in English.
Working Conditions/Physical Demands
To perform this job successfully, the individual must be able to stand, move, and work throughout the office area and properties, including walking up to 1 ½ miles, climbing stairs, and sitting at a desk/workstation for the duration of the shift.  Must be able to work in a smoke-filled environment.
Typically, the individual will be housed in an office environment. The noise level in the work environment is usually moderate, but it will escalate when located in the casino environment.  Must be able to grasp, bend, lift, and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment, including, but not limited to: a computer keyboard, calculator, general office equipment, and multi-line telephone.