Loyalty Program Representative

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be part of an exciting industry where the days and nights are fast-paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

About the role

As a Loyalty Program Representative, you will:

• Greet guests actively engaged in gaming and assist team members in player identification.
• Provide guests with hospitality arrangements, including rooms, food, beverages, and assist with special requests.
• Maintain knowledge of casino marketing and player development promotions and encourage guest participation.
• Maintain knowledge of credit procedures and encourage the use of credit when appropriate.
• Encourage guest visitation through written correspondence and telemarketing.
• Assist in resolving guest opportunities and/or conflicts in fair and equitable manners.
• Analyze and coordinate in-house invitation lists with Manager.
• Enthusiastically support, actively promote, and demonstrate superior customer service in accordance with department and company standards and programs.
• Exhibit a friendly, helpful, and courteous manner when dealing with customers or fellow team members.
• Utilize Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks.
• Complete all Sales Force task requirements in a timely manner.
• Review all monthly metrics with Manager and set quarterly goals.
• Develop and maintain technical skills to maximize use of patron data systems.
• Establish a direct line of communication with all service departments for the purpose of caring for high-value players.
• Maintain the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Provide professional representation at internal and external meetings and events.
• Ensure interactions with internal and external guests follow the guidelines of the customer service program.
• Adhere to all Corporate and local policies, procedures, and operating guidelines.
• Ensure compliance with all regulatory requirements within area of responsibility and report potential issues to management.

Requirements

• Applicant must be 21 years of age or older.
• One (1) year of hosting experience with adequate customer following preferred.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Ability to write reports and business correspondence.
• Excellent oral and written communication skills.
• Ability to identify problems, collect data, analyze, and draw valid conclusions.
• Ability to interpret a variety of instructions (i.e., written, oral, etc.).
• Ability to read and communicate verbally in English. Written communication skills in English may also be required.
• Must be able to qualify for licenses and permits required by federal, state, and local regulations.

Benefits

• Day-one medical, dental, and vision benefits.
• Uber benefit for nearby metro stops.
• Recognition programs with cash rewards, gift cards, and more.
• Tuition Reimbursement, Lindenwood University Discounts, and Diversity Scholarship for team members’ children.
• Wellness programs designed to support financial, physical, and mental well-being.
• 401(k) matching and annual performance bonus (varies by position).
• Paid time off earned according to local policy and increasing with length of employment.

Pay

$17.50 per hour

Schedule

8-hour shifts between 2:00 PM - 11:30 PM