Player Services Representative

Rivers Casino; Portsmouth, Northern (VA, KY); On-site; USD 17,000 - 25,000; Full time

Job summary

Rivers Casino Portsmouth, located at 3630 Victory Blvd, Portsmouth, VA 23701, USA, is seeking a guest service representative for the Cage and Rush Rewards team. The role delivers a high level of guest service while following department and property policies and procedures.

Shift options are Day 11:00 AM–7:30 PM and Swing 4:30 PM–1:00 AM. Responsibilities include enrolling/reprinting Rush Rewards cards, safeguarding guest information, handling monetary transactions, and promoting available

Qualifications

• High school diploma or GED.
• Minimum 6 months experience in player services, marketing, banking cashiering or related.
• Must be at least 21 years of age.
• Gaming license/registration as required by the Virginia Lottery Board.

Responsibilities

• Enroll/reprint Rush Rewards Club cards and explain benefits and promotions.
• Maintain customer confidentiality and discuss sensitive info only with appropriate heads.
• Answer guest questions about casino hours, restaurants and amenities.
• Promote promotions, host drawings and on-floor events with enthusiasm.
• Verify guest information and update records as needed, per policy.
• Handle monetary transactions, ticket redemption and related casino systems.
• Balance funds and assist with asset protection per policies.
• Communicate issues and variances to supervisors; support a team-based environment.

Skills

Verbal communication

Written communication

Organizational skills

Interpersonal skills

Education

High school diploma / GED

Job description

Rivers Casino Portsmouth
3630 Victory Blvd.
Portsmouth, VA 23701, USA

Description

Job Summary:
Provides a high level of guest service while adhering to established department and property policies and procedures while working in the Cage and Rush Rewards.

Shift Availability:

• Day Shift: 11:00 AM - 7:30 PM
• Swing Shift: 4:30 PM - 1:00 AM

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Enrolling/reprinting of Rush Rewards Club cards, explanation of benefits and promotions.
• Maintain and safeguard the confidentiality of guest/player information; Discuss confidential customer information only with appropriate department and division heads.
• Maintain working knowledge of casino, including but not limited to hours of operation of casino, restaurants, and other amenities and responds to guest questions regarding the same.
• Implements fun on the floor with bus arrivals, promotions, special events/check-ins, drawings and other promotions.
• Distributes, redeems and verifies promotional items in accordance with specific promotion guidelines with enthusiasm.
• Verifies the guests phone number, email address, or if all information is accurate and updates the information when necessary.
• Verify valid/acceptable photo ID in accordance with Rivers Casino/PGCB standards with every transaction.
• Informs supervisor when additional coin or currency is needed during shift.
• Communicates pertinent information to supervisors such as guest service issues, payout discrepancies, variances and any other abnormality that may occur during their work day.
• Responsible for learning and performing a wide variety of monetary transactions for the guest, such as sales, register ringing/operation, check cashing, chip redemption, lottery and voucher redemption as well as understanding the casino and compliance systems.
• Assists in the safeguarding of company assets by ensuring all distinguishing job duties are performed according to established company policies and procedures.
• May assist with building cassettes and balancing the bill validators for the ticket redemption and lottery machines. May at times respond to a guest dispute at a lottery machine.
• Handles guest questions, complaints or problems in a prompt and courteous manner. When unclear, passes information to a Supervisor for assistance.
• Team Member may not cross over between Cage and Rush Rewards in the same shift unless staffing levels prohibit the use of separate locations.
• Clean and maintain office and public areas to ensure a safe environment.
• Work as a team with other casino departments in a respectful manner.
• Performs additional duties as requested or assigned.

Minimum Education and Experience Requirements:

• High school diploma or general education degree (GED)
• Six months previous player services representative, marketing, banking cashiering or similar related experience.
• Must be at least 21 years of age.

Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills.
• Excellent organizational skills, with particular attention to quality and detail.
• Excellent interpersonal and communication skills and the ability to work effectively with all levels of the organization.

Certifications, Licenses, and/or Registrations:

• Gaming license/registration as required by the Virginia Lottery Board.

Physical Requirements:

• Must be able to be constantly exposed to casino-related environmental factors, including, but not limited to secondhand smoke and excessive noise.
• Must be able to remain in a stationary position for a majority of an entire shift.
• Must be able to traverse through the Casino to arrive at assigned locations.
• Must be able to traverse from area to area within the operating areas to respond to and assist other Team Members.
• Must be able to frequently bend at the waist, bend at the knees, reach, push/pull up to 10 lbs., twist at the waist and shoulders, and have finger/hand dexterity to maneuver on computer keyboard, office machinery and other tools.
• Must be able to lift and/or move objects up to 50 lbs.
• Ability to work flexible shifts and days of the week, including holidays.
• Ability to work in an environment with moderate to loud noise, bright lights, smoke, and dust.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.