Penn National Gaming Guest Experience Specialist in Las Vegas, Nevada


Don’t just work. Work Happy.

A career in gaming? At Tropicana Hotel and Casino we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.

Your daily responsibilities include

  • Serves as property service ambassador, responding to guest feedback received through various mediums (e.g. on-line, comment cards, written letters, guest phone calls).

  • Reviews on-line travel Web sites (e.g.,,;;,; on a daily basis, responding to guest challenges either directly on the Website, or directly with the precious guest if possible.

  • Reviews all guest comment cards, tallying service scores by department, and notifying departmental management immediately of any challenges.

  • Serves as point of contact for guests to personally provide feedback via phone, email, or written correspondence.

  • Tracks the coaching of any Team Member named in a guest comment, ensuring proper documentation is completed and received in Human Resources.

  • Maintains database of all guest feedback, providing immediate notification to appropriate management of any service challenges, and providing monthly reporting by division.

  • Assists departments in developing Team Member communication programs to support Service Culture initiatives (e.g. bulletin boards, etc.)

  • Monitors departmental Rave Sessions to ensure occurrence and effectiveness, providing coaching and feedback to appropriate levels of management.

  • Ensures all guest questions and concerns are addressed immediately, either personally, or by contacting the appropriate department, supervisor, or member of management, to obtain the answer to the question, or obtain assistance in resolving the concern. Owns the situation until the situation is resolved, or the guest is in direct contact with the Team Member who will resolve the situation.

  • Must be able to meet the attendance guidelines of the job and adhere to departmental and company policies.

  • Performs other duties as requested.

To be successful in this position it will require the following skill set

  • Follow detailed procedures and ensure accuracy in documentation and data.

  • Able to take responsibility for actions and outcomes and persist despite obstacles.

  • Demonstrate dependability in difficult circumstances and show a sense of urgency about getting results.

  • Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues.

  • Able to use reason, even when dealing with emotional topics; review facts and weigh options.

  • Able to exhibit a “can-do” approach and inspire associated to excel.

  • Able to bring about great result from ordinary circumstances; prepare for problems or opportunities in advance; transform leads into productive business outcomes..

  • Able to be tactful maintain confidences, and foster an ethical work environment..

  • Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.

  • Demonstrates group presentation skills.

  • Able to prepare for emerging customer needs.

  • Manage multiple projects; determine project urgency in a meaningful and practical way; use goals to guide actions and create detailed action plans; organize and schedule people and tasks.

Something to leave you with

Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.

Now that you have read about who we are, here is your opportunity to see what we're about!

Equal Opportunity Employer

Job ID 2018-48228

Casino Property Tropicana

Position Type Regular Full-Time

Category Administrative