Casino Marketing Service Ambassador - Full Time (Caesars Palace LV)

The ideal candidate for this position will possess inherent customer service skills, a passion for customer care, and a commitment to proactive service and recovery as necessary. Members of the VIP Hospitality Host team will work to resolve customer issues using a rich set of tools which include real-time customer data. Members of this team will operate in a highly collaborative way and will deliver on Caesars service promise, while be held accountable for all service opportunities that may arise.

•  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 efficiencies 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 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).
• 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 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 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 have manual dexterity to operate a computer and other necessary office equipment. 
• Must be able to tolerate areas containing secondhand smoke.