PENN Play Ambassador (PT)

PENN Entertainment, Inc.; Maryland; On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Paid time off

Job summary

PENN Entertainment, Inc. in Maryland is seeking friendly, customer-oriented team members for guest services and player support.

This role focuses on welcoming guests, promoting loyalty programs, and guiding patrons through casino experiences with excellent service. Initial salary placement is based on experience and knowledge, with total rewards including medical coverage, retirement plans, and incentive bonuses.

Qualifications

• Must be at least 18 years of age.
• Minimum of one year experience in customer service preferred.
• Must be able to obtain a Maryland Lottery License.
• Ability to lift up to 50 pounds and perform light to moderate physical tasks.

Responsibilities

• Greets guests actively engaged in gaming and assists team members in player identification.
• Maintains knowledge of casino marketing promotions and encourages guest participation.
• Assists in resolving guest opportunities and/or conflicts in fair and equitable manners.
• Enthusiastically supports and demonstrates superior customer service in accordance with department standards and programs.
• Assists guests by directing them to appropriate areas and contact department for guest needs.

Skills

Customer service

Communication

Multitasking

Education

High school diploma or equivalent

Job description

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.

Click HERETo discover how we empower team members to grow, thrive, and advance in their careers.

Responsibilities

• Greets guests actively engaged in gaming and assists team members in player identification.


• 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


• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs


• Attends and aids in the coordination of special events


• Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow team members.


• Assist with updating and creating new guest accounts, reprinting cards, and activating guest offers through new member activation or soft signups


• Responsible for educating patrons on the value of the loyalty program; assists patrons with questions as they relate to the property and loyalty program


• Supporting omnichannel app activations, casino promotions and events


• Assists and supports the Marketing Department with generating App activations, iGaming and social gaming, casino promotions and events on select shifts by performing various duties to support customers' visits and/or events.


• Responsible for maintaining up-to-date information for all digital initiatives, promotions and app features, benefits, and details of casino events to ensure guests will receive accurate and prompt information when requested.


• Answers phone calls and proactively assists customers (internal and external) with their concerns.


• Welcomes bus patrons, confirming, counting, balancing and distribution of any coupons.


• Light clerical work to include but not limited to; envelope stuffing, filing, faxing, and copying.


• Assists guests by directing them to appropriate areas and contact department for guest needs.


• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.


• Perform other job-related duties as requested.

Requirements

QUALIFICATIONS:

• Must be at least 18 years of age.


• Minimum of one year experience in customer service-related field preferred.


• Must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.


• Must be able to obtain a Maryland Lottery License