Player's Club Ambassador, Guest Services

Under the direction of the Supervisor, Guest Services, the Player's Club Ambassador is responsible for supporting an exceptional guest experience within a fast-paced casino environment by serving as a knowledgeable resource, ensuring smooth program engagement, and maintaining high service standards. This role enhances guest interactions, contributes to the successful execution of property initiatives, and upholds operational accuracy and regulatory compliance while playing an integral part in fostering an inviting atmosphere and supporting both guests and team members through strong communication, professionalism, and service excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Promotes and reinforces the use of the Club Serrano card by engaging guests, explaining program benefits, assisting with enrollment, reprints, card usage, account maintenance, mobile APP engagement, and various other guest inquiries.  Maintains best-in-class service levels while performing in a high-volume environment serving as an advanced Guest Services resource by responding to membership and gaming‑related inquiries, providing elevated support for high‑value guests, escorting guests throughout the casino floor, and ensuring accurate documentation in casino floor tracking systems and related applications. Guests interactions will be in person, via email, and telephone.
2. Supports high volume property promotions and special events by engaging with guests, providing information, answering questions, and escorting guests to various promotional locations. Special events may include crowd control, unpacking boxes, product staging, guest concerns, constant physical demands, while still providing best-in-class service. Must deliver best-in-class service at all opportunities with internal and external guests.
3. Supports lost and found operations and booth coverage as necessary to support business operations. Provides advanced administrative support, including assisting with online enrollments, troubleshooting accounts, responding to guest correspondence, and processing tax document requests. Maintains current knowledge of property promotions, events, venue business hours, and entertainment to accurately communicate information. Train new and existing team members on procedures, policies, and service expectations.
4. Performs routine floor support tasks, such as picking up trash, pushing in chairs, as needed to maintain an inviting and orderly guest environment. Observes and reports suspicious activity and complete required Title 31 documentation in compliance with regulatory guidelines.

5. Performs other duties as assigned to support the efficient operation of the department.

 EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High School diploma or GED is required.

• Minimum three (3) years of experience in customer service is required.

• Minimum one (1) year of casino experience is preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Complete knowledge of the club requirements and benefits, with the ability to accurately apply program rules and information in varied situations.

• Effective verbal and written communication and interpersonal skills, enabling effective interaction with guests, team members, and leadership.

• Intermediate proficiency in the Microsoft Office Suite (Excel, Word, and PowerPoint) to support documentation, reporting, and presentation needs.

• Ability to multi‑task in a fast‑paced environment, maintaining organization and accuracy while managing multiple priorities.

• Comfort and confidence working and speaking with the public, fostering positive engagement and clear, professional communication.

• Experience working under pressure while meeting deadlines and goals, with the ability to maintain a positive and professional demeanor during stressful situations.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled casino setting.

• Work requires travel to attend meetings, trade shows, and conferences.

• Incumbents may be required to work evening, weekend and holiday shifts.

• Must be able to work in a fast-paced, high-demand environment.

• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.

• Sedentary work: involves standing most of the time and may sit at times. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.

• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.

• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.

• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.

• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.

• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!