Job Description

Provides exceptional service to all guests with a focus on inactive, uncoded, and new table game customers.

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 ensuring the quality of table game pit spaces in accordance with service goals and guest needs.
• Interacts with unknown table game customers from the pits to engage with players and gather contact information for future marketing communications.
• Outbound reach to identified segments of the player database to reengage inactive customers and general customer service calls to build relationships and visitation; skilled with telephone, email, and chat communication.
• Enrolls players in Rush Rewards program and informs members of benefits, contests and promotions.
• Establishes personal relationships with table games customers providing assistance as needed.
• Owns a database of table games specific players to focus on customer needs and culture.
• Ability to extend complimentary services in accordance with the approved comp matrix.
• Assists with making arrangements for club members in regard to reservations, arrival times, off-site and other accommodations if required.
• Handles difficult situations in a calm, timely and professional manner.
• Participates in special events check-in process as needed.
• Complies with internal controls, standards and procedures.
• Performs all other duties as assigned.

Qualifications:

• Must be 18 years or older.
• High school diploma or general education degree (GED).
• 2+ years related casino guest experience required.
• Knowledge of Casino Management Systems and customer database platforms.
• Excellent communication skills, both written and oral.
• 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 and/or move up to 25 pounds.
• Ability to work in a noisy and smoky environment.