Summary: Provides exceptional service to all guests with a focus on inactive, uncoded, and new table game customers.
Engagement Expectations:
We believe that team member engagement is the basis for a great culture and superior guest service. During every interaction, we display three behaviors:
- 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.