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Sr Rep Player Services

Provides effective leadership to ensure guests receive friendly, efficient and accurate services and information. Maintains operational procedures for quality standards to ensure maximum guest service and cost effectiveness. Leads the Player Services Representatives and Ambassador team by having clear defined objectives, goals, and actions. Supervisory Responsibilities: Yes. Leads a team of Player service representatives (5) and Marketing Ambassadors (5) with oversight from the Manager of Player Services Duties/Responsibilities: Greets and enrolls new guests at the Rush Rewards Player's Club with a smiling and energetic attitude Eagerly inform guests of daily promotions, contests and Rush Rewards benefits during guest interactions Demonstrates and upholds Company behaviors. Assists special events and marketing in implementing fun on the floor with promotions, special events, and drawings. Distributes promotional items in accordance with specific promotion guidelines with enthusiasm Use the guest name during every interaction Verifies the guests phone number, email address, or if all information is accurate and updates the information when necessary. Check for satisfaction and appreciation for business during every interaction Maintains 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. Handles guest questions, complaints or problems in a prompt and courteous manner. When unclear, passes information to the Player Services Manager for assistance. Greet guests and distribute offers as they exit their bus at Rivers Casino. Verifies valid/acceptable photo ID in accordance with Rivers Casino/VA Lottery standards with every transaction Gives accurate information to guests concerning their account information Assists the team with special events check-ins and other promotions Show flexibility to work in various Casino areas Work as a team with other casino departments in a respectful manner Performs additional duties as directed. Ensuring the VIP lounge and Players Club is properly staffed at all times Provides all guests with undivided attention, providing the best possible service while maintaining boundaries Work with Marketing to better serve guests and assist in resolving guest concerns/complaints when necessary. Work closely with Gaming Departments and Marketing personnel to ensure problem-free coordination of tasks associated with special events and promotions. Provides effective leadership to ensure guests receive friendly, efficient and accurate services and information. Maintains operational procedures for quality standards to ensure maximum guest service and cost effectiveness. Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix. This will also include Free-play and or reissuing direct bets. Responsible for ensuring training/retraining all team members in the Player Services and Ambassador Host Roles Must be thoroughly trained and have a full understanding of various computer systems and their software including but not limited to Google Suite. Responsible for organizing breaks in order to provide the most efficient guest service possible. When guest volume exceeds staffing levels, Leads are required to work in all areas or at a computer when not resolving guest or team member issues. Maintains open communications in order to keep the Manager informed of all pertinent information and/or irregularities. Scheduled to assist and/or execute promotions and events as assigned. This includes, but is not limited to gift giveaways, live shows, drawings, emceeing, training and overseeing assigned Team Members, adhering to all compliance and Standard Operating Procedures, and coordinating with other departments as necessary. Review the operations of each shift and make recommendations to improve operational efficiency and enhanced guest service. Monitor Marketing functions to ensure all guests are treated fairly and equitably and that all areas are in compliance with departmental and VA Lottery procedures. Effectively lead department through planning, directing, and assigning work; address team member complaints and resolve conflicts, provide coaching and counseling as needed, give feedback on team member performance to the manager and regular one-on-one meetings Process reports and summaries for all areas as requested. Performs additional duties as directed. All other duties as assigned. Minimum Education and Experience Requirements: Required education and experienceHigh School Diploma or GED, Basic computer knowledge and Google Suite, 1 year of guest services. Preferred education and experiencePreferred experience in casinos and player's club, Prior supervisory experience. Certifications, Licenses, and/or Registrations: Ability to obtain and maintain license as required by jurisdiction(s). Knowledge, Skills, and Abilities: Must possess outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and Team Members. Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment on the Casino gaming floor. Must possess strong leadership, prioritization, and planning skills, demonstrating the ability to handle and prioritize multiple tasks. Must be able to learn and retain knowledge of computer systems and software (including, but not limited to, Google Suite. Synchros, Optix, Trilogy, procedures and regulatory requirements. Must be able to constantly and accurately communicate effectively and politely in spoken English with Team Members and guests to answer questions, provide information and check for guest satisfaction or Team Member understanding. Must be able to successfully fulfill the pre-employment process. Must be able to work flexible shifts and days of the week including holidays. Must obtain and maintain all necessary licensing. Effective time management skills. Meet attendance requirements to include nights, weekends, and holidays. Physical Requirements: Bending, sitting and/or standing for prolonged periods of time, able to move objects of 25lbs. Ability to work in an environment with moderate to loud noise, bright lights, smoke, and dust. Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Ability to work flexible shifts and days of the week, including holidays. 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.