Rush Rewards Representative Full Time

Summary: 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.