Usher/ Ticket Taker

Hollywood Casino at Charles Town Races; Charles Town (WV); On-site; USD 27,000 - 38,000; Full time

Job summary

Hollywood Casino at Charles Town Races in West Virginia is seeking an enthusiastic Events Center usher with a strong commitment to guest service. You will verify ticket information, usher guests to seats, and answer questions about events, promotions, and casino services.

You will promote excellent customer service, report escalations, maintain knowledge of property details, and ensure compliance with regulations.

Qualifications

• High school diploma or GED required.
• Excellent verbal communication and interpersonal skills.
• Ability to interact with guests and resolve conflicts diplomatically.

Responsibilities

• Verify ticket information to ensure guests are in the correct seat.
• Check tickets and usher guests to seats.
• Answer questions about events, casino offerings, and directions.
• Explain promotions and provide information about casino, hotel, and outlets.
• Uphold superior customer service and confidentiality.
• Notify leadership of escalated issues and monitor for suspicious activity.
• Maintain knowledge of property information.
• Comply with regulatory requirements and report issues.
• All other duties as assigned.

Skills

Customer service

Verbal communication

Interpersonal skills

English proficiency

Education

High school diploma or GED

Job description

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

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.

WE LOVE OUR WORK.

• Verifies ticket information to ensure guests are at appropriate event and in appropriate seat or section of the Event Center.
• Checks tickets and ushers guests to the appropriate seat in the Event Center.
• Answers any questions that Event Center guests may have about the event including but not limited to event information, location, and casino offerings.
• Explains promotions and provides accurate information about the casino, hotel, and food and beverage outlets to guests upon request.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Notifies Leadership of escalated or prevalent guest issues/concerns and any apparent suspicious activity.
• Maintains knowledge of property information.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Maintains strict confidentiality in all departmental and company matters.
• All other duties as assigned.

BRING US YOUR BEST.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 18 years of age.

• High school diploma or GED required. One year of customer service experience preferred.
• Ability to maintain professional, neat, and well-groomed appearance, adhering to department and company standards.
• Must have excellent verbal communication and interpersonal skills.
• 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.

Supervisory Responsibilities

This job does not have supervisory responsibilities.

Language Skills

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Must be able to qualify for licenses and permits required by federal, state and local regulations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

The employee 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 25 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.

While performing the duties of this job, the employee 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 25 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.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to very loud.

Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.

STAY IN THE GAME. FOLLOW US.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet.

We're changing entertainment. Follow us.

Equal Opportunity Employer