Table Game Account Exec

Rivers Casino Philadelphia; Philadelphia (Philadelphia County); On-site; USD 42,000 - 56,000; Full time

Job summary

Rivers Casino Philadelphia is seeking a Guest Services Associate for the table game pit to deliver exceptional guest experiences. You will greet guests, gather contact information, enroll players in Rush Rewards, and resolve issues with calm professionalism.

Responsibilities include maintaining pit space quality, engaging with inactive or uncoded players, coordinating reservations and accommodations, and supporting event check-ins while adhering to controls and procedures.

Qualifications

• High school diploma or GED.
• 2+ years related casino guest experience.
• Knowledge of Casino Management Systems and customer database platforms.
• Excellent communication skills, both written and oral.
• Available to work flexible shifts, weekends and holidays.
• Ability to obtain and maintain all necessary licensing.

Responsibilities

• Provide exceptional service to guests in table game pits and maintain quality of pit spaces.
• Engage with unknown table game customers to gather contact information for future marketing communications.
• Outbound reach to identified segments of the player database to reengage inactive customers and handle service calls.
• Enroll players in Rush Rewards and inform members of benefits, contests and promotions.
• Establish personal relationships with table game customers and assist as needed.
• Manage and own a database of table games customers for targeted service.
• Extend complimentary services per the approved comp matrix.
• Coordinate arrangements for club members regarding reservations and arrivals.
• Handle difficult situations calmly and professionally.
• Participate in special events check-in processes and adhere to controls and procedures.

Skills

Guest services

Communication skills

Flexibility

Licensing eligibility

Education

High school diploma or GED

Tools

Casino Management Systems

Customer database platforms

Job description

Summary: Provides exceptional service to all guests with a focus on inactive, uncoded, and new table game customers.

Engagement Expectations

• Smile, display energy and open body language
• Proactively greet team members and guests, initiating interaction to provide service
• Always use a positive parting remark to end the conversation

Essential Job Functions

• Responsible for ensuring the quality of table game pit spaces in accordance with service goals and guest needs.
• Interacts with unknown table game customers from the pits to engage with players and gather contact information for future marketing communications.
• Outbound reach to identified segments of the player database to reengage inactive customers and general customer service calls to build relationships and visitation; skilled with telephone, email, and chat communication.
• Enrolls players in Rush Rewards program and informs members of benefits, contests and promotions.
• Establishes personal relationships with table games customers providing assistance as needed.
• Owns a database of table games specific players to focus on customer needs and culture.
• Ability to extend complimentary services in accordance with the approved comp matrix.
• Assists with making arrangements for club members in regard to reservations, arrival times, off-site and other accommodations if required.
• Handles difficult situations in a calm, timely and professional manner.
• Participates in special events check-in process as needed.
• Complies with internal controls, standards and procedures.
• Performs all other duties as assigned.

Qualifications

• Must be 18 years or older.
• High school diploma or general education degree (GED).
• 2+ years related casino guest experience required.
• Knowledge of Casino Management Systems and customer database platforms.
• Excellent communication skills, both written and oral.
• Available to work flexible shifts, weekends and holidays.
• Ability to obtain and maintain all necessary licensing.

Physical And Mental Demands

• Regularly required to walk, stand, see, talk and hear; use hands to finger, handle, or feel; reach with hands and arms.
• Frequently required to stoop, and kneel.
• Must occasionally lift and/or move up to 25 pounds.
• Ability to work in a noisy and smoky environment.