Casino Telemarketing Specialist

Job Description

The Casino Telemarketing Specialist is responsible for engaging qualified casino guests through high-volume outbound calls to drive booked room reservations and incremental revenue. This role combines sales performance, guest relationship management, and service recovery to enhance guest loyalty and overall property performance.

This is an hourly, performance-driven position with eligibility for a bonus after completion of the first full quarter.

Core Job Duties & Responsibilities

Sales & Revenue Generation

• Conduct 75+ outbound calls daily to targeted casino guests
• Convert calls into room reservations and revenue-generating bookings
• Meet or exceed established sales and productivity targets
• Apply comp and expense guidelines appropriately during guest interactions

Guest Engagement & Relationship Management

• Build and maintain one-on-one guest relationships to drive repeat business
• Deliver personalized, high-quality service tailored to guest preferences
• Promote casino promotions, events, and programs
• Coordinate reservations, transportation, and accommodations

Service Recovery & Issue Resolution

• Handle guest concerns professionally and efficiently
• Escalate issues when necessary while ensuring a positive guest experience

Team Contribution

• Participate in coaching, training, and performance improvement efforts
• Maintain professionalism, integrity, and compliance with all policies

Work Environment & Expectations

• A desk-based role with continuous computer and phone usage
• Moderate to high noise levels in a call-center-style environment
• Performance measured by:
  • Call volume
  • Conversion rate
  • Generated revenue
  • Guest satisfaction

Qualifications

Experience & Education

• High school diploma or equivalent required
• Minimum two (2) years of experience in one or more of the following:
  • Casino operations
  • Telemarketing/sales
  • Hospitality/customer service

Communication Requirements

• Fluent in English (written and verbal)
• Ability to interpret policies and communicate clearly with guests and internal teams
• Produces polished, professional guest email communications
• Additional language skills are a plus

Licensing & Requirements

• Must be 21 years or older Required:
  • Nevada Gaming Control Board Registration
  • Alcohol Awareness Card

Technical Skills

• Working knowledge of Microsoft Outlook, Word, and Excel Preferred familiarity with key systems including Patron Management, Opera and Empower CM, etc. is strongly preferred
• Training provided

Core Skills

• Strong communication and interpersonal skills
• Comfortable with cold calling and sales-driven conversations
• Ability to make real-time decisions to maximize guest experience and revenue
• Excellent multitasking, organization, and time management skills
• Ability to receive and apply coaching feedback

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws confidential according to EEO guidelines.