Guest Experience Ambassador

Job Description

Job Description

Blue Lake Casino & Hotel

POSITION DESCRIPTION

MANAGEMENT RETAINS THE RIGHT TO CHANGE JOB DESCRIPTION AS DEEMED NECESSARY

Job Title: Guest Experience Ambassador

Department: Guest Experience

Reports To: Guest Experience Supervisor

FLSA Status: Non-Exempt

Prepared By: Guest Experience Manager

Created Date: June 17, 2026

Approved By: President – Director of Operations

Revised Date: June 17, 2026

JOB SUMMARY

The Guest Experience Ambassador provides exceptional guest service through a combination of valet, bell, and Redwood Rewards Club duties. This position is responsible for creating a positive first and last impression, promoting Club membership and rewards, and ensuring every guest enjoys a seamless, engaging experience from arrival through departure.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greet, assist, and engage guests upon arrival and throughout their visit in a professional, upbeat, and friendly manner.
• Provide valet, bell, and guest service assistance, including parking vehicles, handling luggage, and giving accurate information about the property and promotions.
• Enroll guests in the Redwood Rewards Club, explain benefits, and assist with reward redemptions and promotional events.
• Maintain current knowledge of casino promotions, events, amenities, and Club benefits.
• Drive and park guest vehicles safely and efficiently, following all safety and property guidelines.
• Record and secure vehicle information and keys; ensure ramp areas remain organized and safe.
• Issue and account for player rewards, gifts, and points accurately; maintain confidentiality of player information.
• Support marketing and guest experience events by promoting activities and assisting with logistics.
• Collaborate with Security, Hotel, and Marketing teams to ensure smooth guest service.
• Maintain a clean, neat, and professional appearance at all times
• Other duties as assigned by management, including any supervisor, manager, or executive.

Promotes the following within the department and among all Team Members:

• Creates an atmosphere of FUN for all casino guests.
• Encourages mutual respect, dignity and integrity with all Team Members, by setting positive examples at all times.
• Maintains a professional departmental, company and community reputation.

Blue Lake Casino & Hotel requires Team Members, on a continual basis…

• To provide a safe work environment for Team Members, through compliance with established safety guidelines, identifying potential safety hazards, and reporting same to the appropriate person for proper resolution.
• To maintain a professional departmental, company and community reputation.
• To enforce performance standards, policies and procedures as they relate to the department.
• To maintain a consistent, regular attendance record.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent communication and customer service skills.
• Computer literacy and ability to learn casino systems (e.g., Simphony, Club tracking and how to navigate the Kiosk).
• Ability to handle cash, manage transactions, and record guest activity accurately.

EDUCATION and/or EXPERIENCE

High school diploma, or GED equivalent.

CERTIFICATES, LICENCES, REGISTRATIONS

• While employed, must maintain a valid and active Blue Lake Tribal Gaming Commission License.
• While employed, must maintain a valid California State Driver’s License with clean record.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other Team Members of the organization.

MATHEMATICAL SKILLS

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY

Ability to apply common sense understanding to carry out simple one- or two-step instructions. Ability to deal with standardized situations with only occasional or no variables.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the team member is regularly required to stand, walk, run, and use hands to handle or feel objects. The team member may occasionally be required to sit, climb, balance, stoop, kneel, or crouch. Ability to lift up to 50 lbs. and work both indoors and outdoors in varied conditions. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, and depth perception.

WORK ENVIRONMENT

The work environment involves exposure to outdoor weather conditions, moderate to loud noise levels, and tobacco smoke. The noise level is usually moderate to loud depending on casino activity. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.