Player Services Senior Representative (Rush Rewards)

Position Summary: Oversees the shift operations of Rush Rewards.
Essential Job Functions: Responsible for ensuring an environment that promotes positive guest and team member relations to increase loyalty 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 Have a proactive plan when problems arise (computer/kiosk failure, callouts, etc.
) Resolve guest concerns and complaints promptly with accurate information.
Finds answers when unclear Verifies valid/acceptable photo ID in accordance with the casino and Virginia Lottery standards with every transaction Promote the success of Rush Rewards by explaining the program to guests and demonstrating the value and benefits of the club Maintain and safeguard the confidentiality of guest/player information; Discuss confidential guest information only with appropriate department and division heads Maintain accurate personnel and departmental files Ensures there is sufficient workforce available to provide the most efficient guest service possible Leads are required to work a computer when not resolving guest or team member issues Spending the majority of the shift observing Representatives and giving necessary feedback to improve performance Assisting Representatives by stepping in to resolve guest disputes/concerns.
Passing guest concerns to VIP services when necessary/applicable Take initiative to make decisions regarding department needs and look for answers when unclear Maintains open communications in order to keep the Manager informed of all pertinent information and/or irregularities Review the operations of each shift and make recommendations to improve operational efficiency and enhanced guest service Monitor player club functions to ensure that all areas are in compliance with departmental and Virginia Lottery procedures Monitor Rush Rewards to ensure that all guests are treated fairly and equitably Monitor Rush Rewards to ensure that all areas in public view are kept neat, clean and properly stocked Effectively manage department personnel through planning, directing, and assigning work; address team member complaints and resolve conflicts, provide coaching and counseling and disciplinary action as needed, give feedback on team member performance through the evaluation process and regular one-on-one meetings Participate in marketing events, special events and promotions as necessary Greet guests and distribute offers as they exit their bus at the casino Ensures new guests are entered into the system and prints player’s cards as needed Assists special events and marketing promotions Ensures promotional give away and inventory is unpacked and ready to be distributed prior to the event Assists the marketing team with special events check-ins and other promotions Performs additional duties as directed Qualifications: Must possess outstanding interpersonal communications skills (verbal and written) to effectively interface with guests and team members Ability to remain professional in stressful situations Ability to withstand high pressure, fast-paced environments Previous supervisory experience in a customer relations/marketing position is essential.
Prefer prior player club supervisory experience Must possess strong leadership and planning skills, demonstrating ability to handle multiple tasks Strong time management skills are a must.
You are required to prioritize not only your time, but the time of those you supervise Must be thoroughly trained and have a full understanding of various computer systems and their software, including, but not limited to Microsoft Excel and Microsoft Word Meet attendance guidelines of the position; available to work various shifts and days, including weekends and special events/promotions Must have a full working knowledge of the casino industry Ability to operate a variety of office machinery Ability to communicate with team members and guests Ability to be a TEAM player Ability to successfully fulfill the pre-employment process Must be able to lift and/or move objects of 25 lbs.
Ability to obtain and maintain all necessary licensing Working Conditions: Regularly required to see, talk and hear; use hands to handle, or feel, and reach with hands and arms; stand and walk Must occasionally lift and lift up to 25 pounds Frequently required to stoop, crouch or kneel Ability to interact with others while maintaining a courteous and positive demeanor Certifications, Licenses, and/or Registrations: Gaming license/registration as required by the Virginia Lottery.