Overview of the Position
The Customer Service Ambassador plays a key role in promoting guest relations and delivering exceptional service on the Palazzo Club floor. This position focuses on creating a welcoming environment, assisting guests with their needs, and identifying potential new members to enhance customer engagement and loyalty.
Key Responsibilities
Guest Service & On- Floor Support
• Manage the Palazzo Club Desk, including membership enrollment and guest inquiries.
• Provide accurate information about the Tier Program and explain member benefits.
• Manage reservations for rooms, spa, transportation, and flights as requested by guests.
• Greet and assist guests on the gaming floor, ensuring their needs and requests are promptly met.
• Coordinate with the Transportation team to welcome guests at the airport and ensure a luxurious arrival experience.
• Handle customer requests, complaints, and feedback efficiently and professionally.
• Represent Palazzo Club in a professional and positive manner at all times.
• Maintain detailed and up- to- date customer records in the system.
• Support special events, promotions, and VIP activities to enhance guest experience.
Telemarketing & Customer Engagement
• Execute quarterly telemarketing programs to re- engage inactive members.
• Initiate phone contact with premium patrons to encourage return visits and maintain customer retention.
• Perform internal checks to ensure high service standards are maintained across departments.
• Send SMS notifications for free- play expiration, birthday offers, and promotional campaigns.
• Conduct daily outbound calls to customers based on CRM- provided lists (e.g., promotions, events, rebates, member draws).
Administration & Coordination
• Reconcile all complimentary offers and benefits redeemed outside the point system.
• Perform other duties as assigned by management.
• Attend daily briefings to stay informed of property updates, events, and operational changes.
• Arrange special services and privileges for top- tier members.
