Player Services Representative

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: 1:30 PM - 10:00 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.