Usher/ Ticket Taker

Hollywood Casino at Charles Town Races • Charles Town, WV

5d

About The Position

The Usher/Ticket Taker verifies ticket information, checks tickets, and directs guests to the appropriate event and seats in the Event Center. The role answers guest questions about events, locations, and casino offerings, and provides accurate information about promotions and the casino, hotel, and food and beverage outlets. The employee supports and promotes superior customer service, alerts Leadership to escalated or recurring guest concerns and apparent suspicious activity, maintains knowledge of property information, helps ensure regulatory compliance, and maintains strict confidentiality. Other duties may be assigned. The role has no supervisory responsibilities. Applicants must be at least 18 years old and able to qualify for licenses and permits required by federal, state, and local regulations. Work may involve moderate to very loud noise and possible exposure to unrestricted secondhand tobacco smoke.

Requirements

• Must be at least 18 years of age.
• High school diploma or GED required.
• Maintain a professional, neat, 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-language safety rules, operating and maintenance instructions, and procedure manuals; ability to read and communicate verbally in English. Written English communication may also be required.
• Ability to use common-sense understanding to carry out written, oral, or diagrammed instructions and deal with problems involving several concrete variables in standardized situations.
• Ability to qualify for licenses and permits required by federal, state, and local regulations.
• Regularly stand and use hands to finger, handle, or feel objects, tools, or controls; frequently reach with hands and arms and talk or hear.
• Required vision includes close, color, and peripheral vision.
• 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.
• Ability 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 their 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.
• Support, actively promote, and demonstrate superior customer service in accordance with department and company standards and programs.
• Notify Leadership of escalated or prevalent guest issues or concerns and apparent suspicious activity.
• Maintain knowledge of property information.
• Ensure compliance with regulatory requirements 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