Guest Service Ambassador

Working closely with the Slot and Assistant Slot Shift Manager, the Gues Service Ambassador provides prompt service excellence to guests in the gaming area; expediting service calls, fixing minor machine errors, and keeping the gaming floor clean and organized. Additionally, the Guest Service Ambassador is responsible for verifying jackpots, expediting jackpot paperwork, and accurately paying jackpot payouts. The Guest Service Ambassador is required to continuously roam assigned areas to ensure a clean and safe gaming environment is provided, and to give excellent service that is prompt, courteous and efficient.

Core Responsibilities

• Maintains floor presence to provide prompt service to meet established service standards while roaming an assigned section and conducting cash transactions with guests in a prompt and accurate manner.

• Responds to service calls via smart device or radio to ensure prompt service to guests.

• Required to multitask in a fast-paced environment, and address service-related needs in assigned area(s) including assisting guests with questions or needs, cleaning slot area by pushing-in chairs, throwing away trash, emptying ashtrays, or assisting team members with their responsibilities.

• Answers customer questions regarding different games offered and instructs guests on proper play of games.

• Helps to ensure rules of play are followed.

• Assesses and fixes minor machine and printer repairs, replaces ticket paper, verifies machine claims and information to determine outcome of claim; notifies supervisor when necessary.

• Verifies accuracy of large transactions and tax paperwork along with accurately identifying winning guests while paying single jackpots.

• Cashes tickets for customers (per approved procedures: system outages, handicapped patrons, etc.).

• Respond to jackpot calls in a prompt manner.

• Responsible to verify jackpot information on the machine and the correct jackpot winner.

• Accurately documents jackpot and guest information; must be able to explain game results that triggered in a jackpot win and the jackpot process to guests.

• Periodically rotates into dispatch role. Must be prompt when addressing calls, accurate with information, follows-up on pending calls, relays messages to staff and management, and records and dispatches calls for team members.

• Immediately reports all unsafe conditions, all incidents of loitering, panhandling or unlawful activity as well as reporting all unusual or suspicious activity.

• Attends required training and maintains knowledge for each respective area.

• Provides verbal and written statements that account for observations and assists management during investigations.

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

Qualifications

• High School Diploma or GED required.

• Minimum one (1) year casino and/or previous cash handling experience required.

• Knowledge of general arithmetic and its application to monetary transactions and/or machine payout amounts; must possess the ability to calculate percentages.

• Must be able to speak and write the English language for required communication.

• Must be proficient at handling large amounts of money while performing cash transactions with customers.

• Ability to obtain/renew all government required licenses or certification, specifically a Nevada Gaming license.

• Must be able to work evenings, weekends, and holidays.

Physical Demands

• Work is performed in a casino floor 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, team members, 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 50 pounds occasionally.

• Eye/hand coordination.

• Use of standard office equipment.

• Ability to distinguish letters, numbers, and symbols.

Equal Opportunity Employer

Palms Casino Resort provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Palms Casino Resort, its affiliates and subsidiaries, will make reasonable accommodations in compliance with applicable law.

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