Casino Marketing Service Ambassador - Full Time (Planet Hollywood LV)

The Casino Marketing Service Ambassador brings exceptional customer service instincts, a genuine passion for guest care, and a proactive approach to service and issue resolution. The ideal candidate is committed to creating memorable guest experiences and is comfortable taking ownership of service opportunities from start to finish.  

In this role, you will leverage a robust suite of tools, including real-time customer data, to identify guest needs, resolve concerns, and deliver seamless support. You will work as part of a highly collaborative team dedicated to upholding Caesars’ service promise and ensuring that every interaction reflects our high standards.  

The Casino Marketing Service Ambassador team supports a core group of VIP guests, including but not limited to Inside Sales, Digital, and non-Las Vegas dominant guests whose levels do not qualify for Executive Host service. 

• Proactively greet guests in VIP check-in and High Limit gaming spaces   

•  Uses sound judgment and makes decisions in accordance with established comp and expense guidelines   

•  Fully empowered with comp authority   

•  Handles difficult guests and situations in a calm, professional and prudent manner   

•  Maintains close ties with customers to engender loyalty   

•  Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements   

•  Seamless coordination with VIP Check-in, Executive Host team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to deliver superior customer experience.   

•  Proactively identifies and resolves service failures, taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions   

•  Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty   

•  Identify ways to increase efficiency and to improve products or services   

•  Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact on the business   

•  Keeps track of existing products/services and/or progress on new initiatives   

•  Must be knowledgeable of all happenings on property and in market   

•  Stays up to date with the latest developments in both the local market and industry   

•  Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy   

•  Gives consistent, polite, timely, and accurate information and service to all guests, taking the initiative to find the answer when unsure  

• Three to five years’ experience in casino/hotel, customer service, host, or account management roles (luxury service experience preferred).  

• Must be able to obtain a Nevada Gaming License. 

• Ability to think independently to maximize customer service experience and program profitability.  

• Strong time management skills with the ability to manage multiple tasks simultaneously.  

• Proficiency with customer Point-of-Service systems.  

• Excellent interpersonal, communication, problem-solving, and analytical skills.  

• Systematic, process-oriented mindset to ensure seamless end-to-end customer experiences.  

• Strong attention to detail in both trip logistics and customer interactions.  

• Exceptional customer service skills with a well-groomed, professional appearance.  

• Multilingual skills are preferred.  

• Approachable and personable; an exceptional listener who is gracious, sensitive, and patient.  

• Demonstrates initiative and a passion for results, creating and seizing opportunities even in ambiguity.  

• Strong interpersonal savvy; builds rapport quickly through listening, understanding, and engagement.  

• Customer-focused mindset with a passion for exceeding expectations and improving service.  

• Confident and self-assured in achieving goals.  

• Maintains composure under pressure; remains calm, resilient, and a stabilizing influence in stressful situations.  

• Strong planning agility effectively scopes and plans tasks, anticipates challenges, and adjusts strategies as needed.  

ADDITIONAL REQUIREMENTS 

• Must be able to continuously maneuver around the office.   

• Must be able to move quickly around property.   

• Must be able to bend, crouch, kneel, twist and work at a desk.   

• Must be able to respond to visual and aural cues.   

• Must be able to speak, read, write and understand English.   

• Must be able to respond calmly and make rational decisions when handling guests’ needs.    

• Must have manual dexterity to operate a computer and other necessary office equipment.   

• Must be able to tolerate areas containing secondhand smoke.