Rush Rewards Representative Full Time

Summary

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

Engagement Expectations

• 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

• Executes new card sign-ups at Rush Rewards using 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
• Assists Rush Rewards during high volume periods, such as promotional events, Slot Tournaments, or at kiosks
• Able 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 to 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
• 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