Representative - Players Club On Call

Bally's Chicago•Atlantic City, NJ

2d•Onsite

About The Position

This role focuses on providing superior customer service to guests, particularly in relation to the Bally Rewards program. The Representative will be responsible for signing up new players, managing existing accounts, promoting the rewards program, and assisting with special events. A key aspect of the role is creating a positive and engaging atmosphere for guests, anticipating their needs, and resolving any service issues effectively. The position requires maintaining accurate records, issuing complimentary items, and supporting marketing promotions.

Requirements

Superior customer service skills
Ability to maintain an upbeat and positive attitude
Ability to build relationships with customers
Accuracy in data entry and account management
Knowledge of the Bally Rewards program (or ability to learn)
Ability to handle confidential guest information securely
Basic math skills for record keeping and inventory
Ability to work in a fast-paced environment
Ability to prioritize and manage multiple tasks
Flexibility to accommodate last-minute requests and changes

Nice To Haves

Experience in a customer-facing role, preferably in hospitality or gaming.
Familiarity with promotional events and guest engagement strategies.

Responsibilities

Consistently demonstrate superior customer service skills by displaying outlined service behaviors.
Maintain an upbeat and positive attitude, create positive energy with gestures and sustain enthusiasm from one interaction to the next.
Create an atmosphere of luck and celebrate guest’s wins.
Be ready to serve and be informed of daily information; build relationships by greeting guests with a warm, friendly verbal greeting.
Anticipate needs and provide fast, flawless service.
Check for satisfaction and effectively resolve service breakdowns when they exist.
Provide a warm farewell and thank guests for visiting.
Introduce the Bally Rewards Tiered Card to new players, and replace lost cards for guests.
Accurately enter new customer accounts and make updates to accounts when necessary.
Promote Bally Rewards program and meet monthly goals set.
Build relationships with customers to drive Bally Rewards sign-ups along with email capture.
Ensure initial customer contact is courteous, informative, and thorough.
Display friendly, positive demeanor while collecting information to grow the Bally Rewards database.
Keep guest information secure and verify accuracy.
Provide customers with accurate information about the Rewards program and property as well as entertainment offered.
Review player rating screens and issue complimentary items in accordance with established complimentary issuance policies and procedures for rooms, restaurants, and shows.
Batch, count, and assign control tickets to incoming promotional data.
Assist in coordination of special promotional events.
Issue promotional amenities, redeem coupons, and maintain accurate records, banks, and inventory control records.
Assist at Marketing Promotions events by greeting and checking in guests, issuing prizes and other related duties as assigned by supervisor.