Player Services Representative

Rivers Casino Careers•Portsmouth, VA

9d•Onsite

About The Position

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. This role involves interacting with guests to explain benefits and promotions, maintaining confidentiality of guest information, and possessing a working knowledge of casino operations. The representative will implement fun on the floor with various guest engagement activities, distribute and redeem promotional items, verify guest information and IDs, and handle monetary transactions such as check cashing and voucher redemption. They will also assist in safeguarding company assets, potentially help with bill validators, respond to guest disputes, and handle guest complaints courteously. Teamwork with other departments and maintaining a clean work environment are also key aspects of the role. The position requires flexibility in shifts, including holidays, and the ability to work in a potentially noisy, smoky, and dusty environment.

Requirements

High school diploma or general education degree (GED)
Six months previous player services representative, marketing, banking cashiering or similar related experience.
Must be at least 21 years of age.
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.
Gaming license/registration as required by the Virginia Lottery Board.

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.
Distributes, 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.