Player Services Representative

1 week ago

Portsmouth, United States Rivers Casino Full time
Job Summary:Provides a high level of guest service while adhering to established department and property policies and procedures while working in the Cage and Rush Rewards.

Duties/Responsibilities:

  • Enrolling/reprinting of Rush Rewards Club cards, explanation of benefits and promotions.
  • Maintain and safeguard the confidentiality of guest/player information; Discuss confidential customer information only with appropriate department and division heads.
  • Maintain working knowledge of casino, including but not limited to hours of operation of casino, restaurants, and other amenities and responds to guest questions regarding the same.
  • Implements fun on the floor with bus arrivals, promotions, special events/check-ins, drawings and other promotions.
  • Distribute, redeems and verifies promotional items in accordance with specific promotion guidelines with enthusiasm.
  • Verifies the guests phone number, email address, or if all information is accurate and updates the information when necessary.
  • Verify valid/acceptable photo ID in accordance with Rivers Casino/PGCB standards with every transaction.
  • Informs supervisor when additional coin or currency is needed during shift.
  • Communicates pertinent information to supervisors such as guest service issues, payout discrepancies, variances and any other abnormality that may occur during their work day.
  • Responsible for learning and performing a wide variety of monetary transactions for the guest, such as sales, register ringing/operation, check cashing, chip redemption, lottery and voucher redemption as well as understanding the casino and compliance systems.
  • Assists in the safeguarding of company assets by ensuring all distinguishing job duties are performed according to established company policies and procedures.
  • May assist with building cassettes and balancing the bill validators for the ticket redemption and lottery machines. May at times respond to a guest dispute at a lottery machine.
  • Handles guest questions, complaints or problems in a prompt and courteous manner. When unclear, passes information to a Supervisor for assistance.
  • Team Member may not cross over between Cage and Rush Rewards in the same shift unless staffing levels prohibit the use of separate locations.
  • Clean and maintain office and public areas to ensure a safe environment.
  • Work as a team with other casino departments in a respectful manner.
  • Performs additional duties as requested or assigned.
Minimum Education and Experience Requirements:
  • High school diploma or general education degree (GED) and six months previous player services representative, marketing, banking cashiering or similar related experience.
  • Must be at least 21 years of age.
  • Ability to communicate with Team members and guests.
Certifications, Licenses, and/or Registrations:
  • Gaming license/registration as required by the Virginia Lottery Board.
Knowledge, Skills, and Abilities:
  • Excellent verbal and written communication skills.
  • Excellent organizational skills, with particular attention to quality and detail.
  • Excellent interpersonal and communication skills and the ability to work effectively with all levels of the organization.
Physical Requirements:
  • Must be able to be constantly exposed to casino-related environmental factors, including, but not limited to secondhand smoke and excessive noise.
  • Must be able to remain in a stationary position for a majority of an entire shift.
  • Must be able to traverse through the Casino to arrive at assigned locations.
  • Must be able to traverse from area to area within the operating areas to respond to and assist other Team Members.
  • Must be able to frequently bend at the waist, bend at the knees, reach, push/pull up to 10 lbs., twist at the waist and shoulders, and have finger/hand dexterity to maneuver on computer keyboard, office machinery and other tools.
  • Must be able to lift and/or move objects up to 50 lbs.
  • Ability to work flexible shifts and days of the week, including holidays.

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