Loyalty Program Representative

ViziRecruiter,LLC.; St. Louis, Northern (MO, KY); Hybrid; USD 23,000 - 26,000; Full time

Benefits offered by this job

Day 1 medical, dental, & vision

Uber benefit for nearby metro stops

Recognition programs with cash rewards

Tuition Reimbursement

Lindenwood University Discounts

Diversity Scholarship for Team Members

Job summary

Hollywood Casino & Hotel is seeking a Loyalty Program Representative to welcome guests, coordinate hospitality needs, and promote promotions and player development initiatives. You will use our CRM tools to track interactions and assist with special requests, while ensuring compliance and high-quality service.

This role requires strong communication, problem-solving abilities, and the capacity to work 8-hour shifts in the casino environment.

Qualifications

• Experience delivering exceptional guest service in a fast-paced environment.
• Clear verbal and written communication with guests and team members.
• Ability to analyze information, resolve issues diplomatically, and present solutions.

Responsibilities

• Greet guests and assist with hospitality arrangements.
• Promote casino promotions and player development initiatives.
• Maintain knowledge of credit procedures and encourage appropriate usage.
• Record and track guest interactions in CRM/Sales Force as required.
• Uphold company standards for customer service and regulatory compliance.

Skills

Customer service

Communication

Problem solving

Report writing

English proficiency

Job description

Introduction

...

Overview

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

What does Hollywood Casino & Hotel have to offer?

• Day 1 medical, dental, & vision benefits!
• Uber benefit for nearby metro stops.
• Recognition programs with cash rewards, gift cards, & more.
• Tuition Reimbursement, Lindenwood University Discounts, & Diversity Scholarship for Team Member’s children.

As a Loyalty Program Representative, you will:

Shift: 8 hour shifts between 2:00pm - 11:30pm

Pay: $17.50 per hour

Responsibilities

• Greets guests actively engaged in gaming and assists team members in player identification.
• Provides guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.
• Maintains knowledge of casino marketing and player development promotions and encourages guest participation.
• Maintains knowledge of credit procedures and encourages the use of credit when appropriate.
• Encourages guest visitation through written correspondence and telemarketing.
• Assists in resolving guest opportunities and/or conflicts, in fair and equitable manners.
• Analyzes and coordinates in-house invitation lists with Manager.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow team members.
• Utilizes Sales Force (CMS)tracking for all player contacts, profile preferences, and tasks. Completes all Sales Force task requirements in a timely manner. Reviews all monthly metrics with Manager and sets quarterly goals.
• Develops and maintains technical skills to maximize use of patron data systems.
• Establishes a direct line of communication with all service departments for the purpose of caring for high value players.
• Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Provides professional representation at internal and external meetings and events.
• Ensures interactions with internal and external guests follow the guidelines of customer service program.
• Adheres to all Corporate and local policies, procedures, and operating guidelines.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.

Requirements

• Applicant must be 21 years of age or older.
• One (1) year of hosting experience with adequate customer following preferred.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Must have the ability to write reports and business correspondence.
• Must possess excellent oral and written communication skills.
• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions.
• Must have the ability to interpret a variety of instructions (i.e., written, oral, etc.).
• Ability to read and communicate verbally in English. Written communication skills in in English may also be required.
• Employee must be able to qualify for licenses and permits required by federal, state and local regulations.