Customer Service Ambassador

Position Summary

The Customer Service Ambassador is a highly visible, guest-facing representative of Silver Sevens Casino, responsible for creating memorable first impressions, supporting a fun and welcoming atmosphere, and encouraging a property-wide culture of hospitality. This non-supervisory role proactively engages guests, assists with information and issue resolution, supports promotions and events, and partners with team members across departments to help ensure every guest feels valued, appreciated, and eager to return.

Role Scope

This is a highly visible, non-supervisory guest-facing role that supports property-wide service culture through direct guest engagement, employee encouragement, and partnership with department leaders. The Customer Service Ambassador leads by example and by influence rather than direct supervision.

Key Responsibilities

Guest Engagement & Hospitality

·   Greet and welcome guests in a friendly, professional, and enthusiastic manner upon arrival.

·   Provide directions, information, and assistance to guests throughout the casino and public areas.

·   Proactively interact with guests to ensure satisfaction and address concerns or questions.

·   Create a welcoming environment that enhances the overall guest experience.

·   Recognize and celebrate special occasions, VIP visits, and guest milestones when appropriate.

Service Culture Leadership

·   Serve as a visible ambassador of the casino's customer service standards and values.

·   Lead by example through positive interactions with guests and team members.

·   Encourage, motivate, and inspire employees across all departments to exhibit friendly, engaging, and guest-focused behavior.

·   Assist management in promoting service initiatives, guest engagement programs, and hospitality campaigns.

Property Presence & Guest Experience

·   Maintain a strong presence throughout the casino floor and public areas.

·   Observe guest interactions and identify opportunities to improve service delivery.

·   Help create a fun, energetic, and inviting atmosphere for guests and employees alike.

·   Support special events, promotions, entertainment activities, and community engagement efforts.

·   Collaborate with Marketing, Players Club, Casino Operations, Security, Food & Beverage, Hotel, Promotions, and other departments to support a seamless and positive guest experience.

Marketing, Promotions & Brand Support

·   Promote awareness of casino promotions, loyalty programs, events, entertainment, and property amenities in a friendly and accurate manner.

·   Support the Silver Sevens Casino brand by modeling hospitality, professionalism, approachability, and enthusiasm during guest interactions.

·   Assist with guest-facing marketing activations, drawings, entertainment, community events, and property initiatives as assigned.

Problem Resolution

·   Address basic guest concerns professionally and promptly within established guidelines.

·   Escalate issues requiring compensation, security involvement, regulatory review, operational exceptions, or management approval.

·   Follow up with guests, when appropriate, to help ensure concerns have been resolved to their satisfaction.

·   Act as a guest advocate by identifying trends and recommending service improvements.

Qualifications

Required

·   High school diploma or equivalent.

·   Previous experience in customer service, hospitality, gaming, entertainment, or a related field.

·   Ability to engage comfortably with diverse guests and employees.

·   Positive attitude, outgoing personality, and professional appearance.

·   Ability to stand and walk for extended periods.

·   Flexible availability, including evenings, weekends, holidays, and special events.

·   Must meet all applicable company, state, and gaming regulatory requirements, including any required work cards, registrations, licenses, background checks, or hiring standards.

Preferred

·   Experience in a casino, resort, hotel, or entertainment environment.

·   Experience leading by influence rather than direct supervision.

·   Familiarity with casino promotions, loyalty programs, guest service standards, or entertainment operations.

·   Bilingual skills are a plus.

Work Environment & Physical Requirements

·   The highest appearance standards will be expected of this role in both attire and grooming standards.

·   Frequent standing, walking, and guest interaction throughout the casino floor and public areas.

·   Comfortable working in a fast-paced casino environment with varying noise levels, lights, crowds, and event activity.

·   May be exposed to smoking or designated smoking areas where applicable.

·   Must maintain a professional appearance and positive demeanor during extended periods of public interaction.

Core Competencies

·   Exceptional guest service

·   Relationship building

·   Positive influence and motivation

·   Professional communication

·   Conflict resolution

·   Team collaboration

·   Energy and enthusiasm

·   Problem-solving

·   Brand representation

·   Service recovery

Success Factors

A successful Customer Service Ambassador consistently creates positive guest experiences, inspires a culture of hospitality among employees, and serves as a recognizable and trusted representative of the casino brand. Success may be measured through guest feedback, service scores, observed guest engagement, participation in promotions and events, issue-resolution follow-through, and positive feedback from department leaders. This individual embodies the organization's commitment to service excellence and helps ensure every guest interaction reflects the highest standards of friendliness, professionalism, and entertainment.