Loyalty Program Representative

Hollywood Casino St. Louis • Maryland Heights, MO

13h

About The Position

The Loyalty Program Representative greets guests who are actively gaming and helps team members identify players. The representative provides hospitality arrangements, such as rooms, food, and beverages, and assists with special requests. The role promotes casino marketing and player development promotions, encourages appropriate use of credit, and builds guest visitation through written correspondence and telemarketing. The representative also helps resolve guest concerns and conflicts fairly, coordinates in-house invitation lists with a Manager, and provides customer service in accordance with department and company standards.

The position uses Sales Force (CMS) to track player contacts, preferences, and tasks, completes assigned tasks on time, reviews monthly metrics with a Manager, and sets quarterly goals. It involves developing proficiency with patron data systems, coordinating with service departments to support high-value players, and maintaining confidentiality of player information. The representative professionally represents the company at meetings and events, follows applicable policies and customer-service guidelines, and supports regulatory compliance by reporting potential issues to management. Shifts are eight hours and fall between 2:00 p.m. and 11:30 p.m. Pay is $17.50 per hour.

Requirements

• Must be 21 years of age or older.
• Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals; compute rates, ratios, and percentages; and draw and interpret bar graphs.
• Ability to present information effectively 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 diplomatically and tactfully.
• Ability to write reports and business correspondence.
• Excellent oral and written communication skills.
• Ability to identify problems, collect data, analyze information, and draw valid conclusions.
• Ability to interpret written and oral instructions.
• Ability to read and communicate verbally in English; written English communication may also be required.
• Must be able to qualify for licenses and permits required by federal, state, and local regulations.

Nice To Haves

• One year of hosting experience with an adequate customer following preferred.

Responsibilities

• Greet guests actively engaged in gaming and assist team members in identifying players.
• Provide hospitality arrangements, including rooms, food, and 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 use of credit when appropriate.
• Encourage guest visitation through written correspondence and telemarketing.
• Assist in resolving guest opportunities and conflicts in a fair and equitable manner.
• Analyze and coordinate in-house invitation lists with the Manager.
• Deliver customer service in accordance with department and company standards and programs.
• Maintain a friendly, helpful, and courteous manner when interacting with customers and fellow team members.
• Use Sales Force (CMS) to track player contacts, profile preferences, and tasks; complete task requirements on time.
• Review monthly metrics with the Manager and set quarterly goals.
• Develop and maintain technical skills to maximize use of patron data systems.
• Maintain direct communication with service departments to support high-value players.
• Maintain confidentiality of player information, including personal details and gaming activity.
• Represent the company professionally at internal and external meetings and events.
• Ensure interactions with internal and external guests follow customer-service program guidelines.
• Adhere to corporate and local policies, procedures, and operating guidelines.
• Ensure regulatory compliance within the area of responsibility and report potential issues to management.

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.
• Diversity scholarship for team members’ children.
• 401(k) matching.
• Annual performance bonus.
• Wellness programs supporting financial, physical, and mental well-being.
• Paid time off earned according to local policy and increasing with length of employment.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed