Player Engagement Specialist (Part Time) (36176)

Job Description Summary

The Player Engagement Specialist is responsible for proactively engaging guests through outbound communication initiatives designed to increase visitation, strengthen guest loyalty, and support enterprise retention efforts. This role serves as a key point of contact between the guest and the organization by promoting offers, assisting with reservations and event bookings, reactivating inactive guests, and delivering elevated, personalized service experiences through professional phone and written communication. This position works collaboratively across departments to ensure seamless communication, consistent guest experiences, and effective follow-through, while maintaining Forbes Travel Guide-style service standards with a strong focus on compliance and account verification procedures.

Essential Duties and Responsibilities (other duties may be assigned)

Conduct proactive outbound calls and guest outreach initiatives to increase visitation, promote offers, and support guest retention efforts.
Engage guests professionally and confidently while delivering elevated, personalized service experiences aligned with company service standards.
Assist guests with event bookings, hotel reservations, and promotional inquiries while utilizing predetermined offers and adhering to established booking procedures.
Reactivate inactive guests through targeted outreach campaigns and relationship-building communication.
Clearly explain promotions, offers, eligibility, reservation policies, and applicable procedures to guests.
Accurately document guest interactions, account updates, reservations, follow-up actions, and service recovery efforts within designated systems.
Coordinate and communicate effectively with internal departments, including Player Development, Hotel Operations, Call Center Operations, and Marketing, to support seamless guest experiences.
Maintain professionalism, accuracy, and attention to detail while managing multiple priorities in a fast-paced environment.
Consistently meet departmental productivity, quality assurance, guest engagement, and performance expectations.
Maintain knowledge of property amenities, promotions, events, loyalty programs, and enterprise offerings to effectively support guest needs.
Support enterprise retention and engagement strategies through proactive guest communication and relationship management.
Uphold all company policies, confidentiality standards, responsible gaming practices, and compliance requirements.

Supervisory Responsibilities

None

Access to Sensitive Areas and Information (ACCRS & SRC)

As per the ACCRS ACGC Access Matrix

Signatory Ability