I. BASIC PURPOSE / JOB BRIEF:

Responsible for developing and maintaining positive relationships with guests and providing a variety of customer service duties, such as helping guests find the type of game they like, explaining game rules, directing visitors to other casino services, and processing payment for large wins, as well as clearing note and cashless card jams and refilling tickets/cashless card.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Verifies and authorizes gaming machine transactions, including payouts and fills.
• Recognizes and acknowledges returning visitors and high-value guests and attends to their needs.
• Attains an appropriate level of Players Club membership sign-ups.
• Handles guest complaints and disputes tactfully and professionally, and redirects them to relevant Authority where necessary.
• Delivers extraordinary level of customer service to gaming patrons and assists new customers on how to play the gaming machines.
• Ensures that all gaming machines are kept clean and in optimum operational condition.
• Maintains effective communication and information flow throughout the EG department, with other Ambassadors, Supervisors and Shift Managers.
• Complies with all applicable rules and regulations including, but not limited to PAGCOR, electronic Gaming SOPs, and Company Policies and Procedures.
• Performs other job-related duties as assigned to support the efficient operation of the department.

III. JOB SPECIFICATIONS:

Educational Requirement:

• College level
• Gaming-related course is an advantage

Experience Requirements:

• At least 6 months gaming or customer service experience

Skills and Attributes:

• Focused and efficient
• With willingness to learn new skills
• Fluency in oral and written Filipino and English
• Ability to speak Japanese and/or Mandarin is an advantage
• Ability to work in a smoking environment and stand for long periods of time