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Guest Relations Specialist

2 months ago

Las Vegas, Nevada, United States Wynn Las Vegas Full time
Job Overview

Company Overview: Wynn Las Vegas is dedicated to providing an exceptional experience for our guests.

Position Summary: The Casino Host is tasked with the ongoing recruitment of new players to enhance the property's player base and boost revenue. This role is crucial in ensuring guest retention and repeat visits through various communication methods, including telemarketing. The ideal candidate will consistently aim to surpass guest expectations by delivering gracious and personalized service.

Key Responsibilities:

  • Collaborate with the Casino Marketing teams to increase revenue and manage income effectively.
  • Establish and nurture one-on-one relationships with guests, providing outstanding service to maintain these connections.
  • Address all guest interactions with efficiency and courtesy, resolving complaints and issues while escalating concerns when necessary.
  • Possess a thorough understanding of casino games, current marketing events, promotions, and the benefits of the Red Card program.
  • Assist in promoting new Red Card enrollments.
  • Coordinate reservations, transportation, and accommodations for guests.
  • Exercise sound judgment in decision-making, adhering to established guidelines for comps and expenses.
  • Support player development events.
  • Perform additional related duties as required.

Required Competencies:

  • Exceptional customer service and communication skills, particularly in telemarketing and guest interactions.
  • Ability to make independent decisions in real-time to enhance the guest experience.
  • Highly organized, self-driven, and detail-oriented.
  • Strong interpersonal skills that inspire confidence and authenticity in interactions with guests and team members.
  • Effective time management skills, capable of multitasking efficiently.
  • Technical proficiency, particularly in Microsoft Office applications such as Outlook, Word, and Excel.
  • Maintain a well-groomed and professional appearance at all times.

Supervisory Role:

  • This position does not include supervisory responsibilities.

Work Environment:

  • This role operates in both an office and casino setting.

Position Type:

  • This is a full-time role requiring flexibility in scheduling, with the ability to work varied days and times.

Qualifications:

  • High school diploma required.
  • Additional education or training in sales and marketing is preferred.
  • A minimum of three years of experience in casino, hospitality, telemarketing, or other customer service environments.

Language Proficiency:

  • Ability to read, analyze, and interpret documents such as policy manuals and instructions. Fluency in English is required; a second language is a plus.

Age and Certifications:

  • Must be at least 21 years of age.
  • A valid gaming license and alcohol awareness certification are required prior to starting this position.

Additional Information:

Wynn Resorts is an equal opportunity employer committed to fostering a diverse workforce and an inclusive culture. We do not discriminate based on disability, veteran status, or any other protected status under federal, state, or local laws.