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Customer Experience Ambassador

2 months ago

Hobbs, New Mexico, United States Zia Park Casino Hotel Racetrack Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Marketing Representative at Zia Park Casino Hotel Racetrack. As a key member of our marketing team, you will play a vital role in promoting our brand and enhancing the overall customer experience.

Key Responsibilities
  • Assist and support the marketing department with casino promotions and events by performing various duties to support customer visits and/or events.
  • Answer calls and proactively assist customers (internal and external) with their concerns, resolving guest opportunities, conflicts, or complaints in a fair and equitable manner.
  • Perform light clerical work, including envelope stuffing, filing, faxing, and copying.
  • Assist guests by directing them to appropriate areas and contact departments for guest needs while exhibiting a friendly, helpful, and courteous manner.
  • Maintain up-to-date information on casino events to ensure guests receive accurate and prompt information when requested.
  • Responsible for educating patrons on the value of our loyalty program, assisting patrons with questions related to the property and loyalty program.
  • Work in conjunction with other departments to facilitate and plan casino events and promotions.
  • Enthusiastically support, actively promote, and demonstrate superior customer service in accordance with department and company standards and programs.
  • Adhere to all company, state, and regulatory policies and procedures.
  • Responsible for ensuring compliance with all regulatory requirements within the area of responsibility and reporting potential issues to management.
  • Proactively seek out new business on the casino floor, soliciting enrollment in the loyalty program.
  • Maintain the confidentiality of player information, including name, address, contact information, level of play, wins, losses, number of visits, etc.
  • Maintain professional representation on behalf of the company at internal and external events as needed.
  • Plan and execute monthly displays and decorations necessary for events and promotions.
  • Accurately complete rules and regulations sheets for state gaming control board submissions for promotions/tournaments.
  • Research and contact vendors for special needs as required.
  • Determine equipment needed for promotional activities and coordinate all details for the equipment.
  • Anticipate guest needs and respond with a sense of urgency, communicating with management if necessary.
  • Ability to work well under pressure, multitask, and demonstrate ethical and cooperative behavior.
  • Perform all other related and compatible duties as assigned.
  • Follow all cleaning, sanitation, and PPE position-specific guidelines.
Requirements
  • High school diploma or GED required; one year of customer service experience; or equivalent combination of education and experience.
  • Must have the ability to interact with guests, staff, and colleagues, resolving problems and conflicts in a diplomatic and tactful manner.
  • Must be proficient in Microsoft applications (Excel, Word, and Outlook).
  • Must have an outgoing, energetic, and enthusiastic attitude.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Must be comfortable initiating conversations and creating a fun environment with our guests.
Working Environment

The work environment is fast-paced and dynamic, with a focus on providing exceptional customer service. The ideal candidate will be able to work well under pressure, multitask, and demonstrate a strong commitment to customer satisfaction.

Zia Park Casino Hotel Racetrack is an equal opportunity employer and welcomes applications from diverse candidates. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.