Usher/ Ticket Taker

PENN Entertainment • Charles Town, WV

20h

About The Position

The Usher/Ticket Taker verifies ticket information to ensure guests are attending the appropriate event and are in the correct seat or section of the Event Center. The role checks tickets, ushers guests to their seats, and answers questions about events, locations, and casino offerings. It also explains promotions and provides accurate information about the casino, hotel, and food and beverage outlets when requested. The position supports and demonstrates superior customer service, alerts Leadership to escalated or recurring guest concerns and apparent suspicious activity, maintains knowledge of property information, helps ensure regulatory compliance, reports potential issues to management, and maintains strict confidentiality. Other duties may be assigned.

The position has no supervisory responsibilities. It requires the ability to perform the essential duties satisfactorily, with reasonable accommodations available for individuals with disabilities. Work takes place in an Event Center and other varying work areas, with noise ranging from moderate to very loud and possible exposure to unrestricted secondhand tobacco smoke.

Requirements

• Must be at least 18 years of age.
• High school diploma or GED required.
• Must maintain a professional, neat, and well-groomed appearance in accordance with department and company standards.
• Excellent verbal communication and interpersonal skills.
• Ability to present information effectively and respond to questions from 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 read and interpret English documents, including safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to read and communicate verbally in English; written English communication skills may also be required.
• Ability to apply commonsense understanding to carry out written, oral, or diagram-form instructions and to deal with problems involving several concrete variables in standardized situations.
• Must be able to qualify for licenses and permits required by federal, state, and local regulations.
• Must regularly stand and use hands to finger, handle, or feel objects, tools, or controls; frequently reach with hands and arms, talk, and hear.
• Must have close, color, and peripheral vision.
• Must regularly lift or move up to 10 pounds and frequently lift or move up to 25 pounds; the posting also describes occasional lifting or moving up to 25 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

• One year of customer service experience preferred.

Responsibilities

• Verify ticket information to ensure guests are at the appropriate event and in the appropriate seat or section of the Event Center.
• Check tickets and usher guests to the appropriate seats.
• Answer guests’ questions about events, locations, and casino offerings.
• Explain promotions and provide accurate information about the casino, hotel, and food and beverage outlets upon request.
• Enthusiastically support and demonstrate superior customer service in accordance with department and company standards and programs.
• Notify Leadership about escalated or prevalent guest issues or concerns and apparent suspicious activity.
• Maintain knowledge of property information.
• Ensure compliance with applicable regulations within the area of responsibility and report potential issues to management.
• Maintain strict confidentiality in departmental and company matters.
• Perform other duties as assigned.

Benefits

• Wellness programs supporting team members’ 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 increasing with length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED