PENN Play Ambassador (FT)

Hollywood Casino Perryville • Perryville, MD

8d

About The Position

The PENN Play Ambassador welcomes and assists guests engaged in gaming, supports player identification, and helps guests use the property's loyalty program and digital offerings. The role provides information about promotions, credit procedures, casino events, app features, and other property services, while supporting Marketing Department initiatives and delivering courteous, high-quality customer service.

The position also includes guest account and card support, resolving customer concerns, assisting with special events, welcoming bus patrons and managing coupons, answering calls, and performing light clerical work. The ambassador is responsible for following applicable regulatory requirements and reporting potential issues to management. Other job-related duties may be assigned as requested.

Requirements

• Must be at least 18 years of age.
• Must be able to obtain a Maryland Lottery License.
• Must be able to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Must be able to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance while performing duties in varying work areas, including confined spaces.

Nice To Haves

• A minimum of one year of experience in a customer service-related field is preferred.

Responsibilities

• Greet guests engaged in gaming and assist team members with player identification.
• Maintain knowledge of casino marketing, player development promotions, and credit procedures; encourage guest participation and appropriate use of credit.
• Encourage guest visitation through written correspondence and telemarketing.
• Assist in resolving guest concerns or conflicts fairly and equitably.
• Provide superior customer service and interact with customers and fellow team members in a friendly, helpful, and courteous manner.
• Attend and help coordinate special events.
• Update and create guest accounts, reprint cards, and activate guest offers through new-member activation or soft signups.
• Educate patrons about the loyalty program and answer questions about the property and program.
• Support omnichannel app activations, iGaming and social gaming, casino promotions, and events on select shifts.
• Maintain current information about digital initiatives, promotions, app features and benefits, and casino events to provide guests with accurate and prompt information.
• Answer phone calls and proactively assist internal and external customers with concerns.
• Welcome bus patrons and confirm, count, balance, and distribute coupons.
• Perform light clerical tasks, including envelope stuffing, filing, faxing, and copying.
• Direct guests to appropriate areas and contact departments to address guest needs.
• Comply with regulatory requirements within the area of responsibility and report potential issues to management.
• Perform other job-related duties as requested.

Benefits

• Wellness programs supporting financial, physical, and mental well-being.
• Day-one medical coverage may be available, depending on position.
• 401(k) matching may be available, depending on position.
• Annual performance bonus may be available, depending on position.
• Paid time off earned according to local policy and increased with length of employment.

What This Job Offers

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