Job Description

Provides guests quality service to ensure their experiences exceed their expectation level. Acts as a greeter, executes player gift giveaways, slot tournaments, assists in promotions, events and entertainment. Completes new player sign-ups.

Engagement Expectations:

We believe that team member engagement is the basis for a great culture and superior guest service. During every interaction, we display three behaviors:

• Smile, display energy and open body language
• Proactively greet team members and guests, initiating interaction to provide service
• Always use a positive parting remark to end the conversation

Essential Job Functions:

• Responsible for executing new card sign-ups at Rush Rewards by utilizing handheld devices and desktop computers at Rush Rewards, property entrances, and Event Center.
• Greet customers and interacts in a friendly and professional manner
• Maintains confidentiality of sensitive information.
• Informs members of benefits, contests and promotions.
• Interact with guests throughout the casino to increase awareness and benefits of Rush Rewards
• Assists Rush Rewards during high volume periods, such as promotional events, Slot Tournaments, or at kiosks.
• Ability to extend complimentary services in accordance with the approved comp matrix.
• Responds to guest questions, issues and concerns in a courteous and professional manner.
• Communicates property knowledge, including but not limited, casino information, hours of
• operation, restaurants, marketing promotions, special events, amenities, etc.
• Participates in special events check-in process as needed.
• Complies with internal controls, standards and procedures.
• Responds to guest questions, issues and concerns with empathy, sensitivity and urgency to build or recover guest loyalty.
• Verifies valid/acceptable photo ID in accordance with the casino and PCGB standards with every transaction
• Maintains integrity of customer database by following high standards of data entry for address, phone number, email and name
• Email capture rate of 85%
• Informs members of benefits, contests and promotions.
• Replaces lost Rush Rewards cards.
• Distributes promotional items in accordance with specific guidelines
• Knowledge of casino including but not limited to hours of operations of casino, restaurants, and other amenities.
• Complies with internal controls, standards and procedures.
• Greets customers.
• Uses data from guest surveys to inform departments of guest comments and reach out to players to proactively address any concerns.
• Performs all other duties as assigned

Qualifications:

• Must be 18 years of age or older.
• High school diploma or equivalent.
• One or more years in a customer service environment.
• Excellent customer service and interpersonal skills.
• Ability to communicate with team members and guests
• Available to work flexible shifts, weekends and holidays.
• Ability to obtain and maintain all necessary licensing.

Physical and Mental Demands:

• Regularly required to walk, stand, see, talk and hear; use hands to finger, handle, or feel; reach
• with hands and arms.
• Frequently required to stoop and kneel.
• Must occasionally lift up to 25 pounds.
• Ability to work in a noisy and smoky environment.