Rush Rewards Representative Full Time

3 weeks ago


Philadelphia, United States Rivers Casino 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.


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