Player Services Representative

WHAT YOU’LL DO

As a Players Services Representative, you will engage new and returning guests by piquing curiosity and inviting them into a new and exciting casino environment. Your unique ability to work with other professionals will allow our guests to experience an unmatched rewards program and gaming experience.  You will also process accurate customer and inter-departmental monetary transactions while providing excellent guest service. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures.

ROLE EXPECTATIONS

• Oversee the day-to-day leadership responsibilities of the new Rio Loyalty Program.

• Supervisor the Player Service Representatives that are responsible for enrolling new guests as members into the loyalty program.

• Answer and assist with all questions and concerns regarding promotions, offers and tier status, etc.

• Maintain an advanced working knowledge of everything related to the casino loyalty program, upcoming promotions and special events, and general property information.

• Plan and execute all training of Loyalty Club employees.

• Coordinate and direct the day-to-day activities of Player Services Representative.

• Perform the duties of the Representative if necessary.

• Issue comps and marketing offers/promotions for guests.

• Handle guest and employee interactions via email, telephone, and in person.

• Facilitate the flow of information throughout the department by attending regularly scheduled departmental meetings and conveying accurate information to employees on all shifts.

• Maintain accurate departmental training and other required documentation.

• Resolve guest and employee opportunities providing immediate service recovery and coaching as necessary.

• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends. Work in a fast-paced, busy, and somewhat stressful environment.

• Assist the Player Services Manager and Leadership as needed.

• Monitors quality standards within the department, delegation of daily work, running shift reports for the department, and verifies and approves appropriate transactions in accordance with internal control standards. 

• Assist the Casino Cage Manager in ensuring the banks are balanced within the Cage at the end of the shift in accordance with departmental variance policy and reviews all the reports or forms accurately in compliance with Title 31. 

• Excellent customer services and maintains the highest level of guest service program to all guests, resolve guest complaints.

• Assist Player Services Manager on work schedules, vacation requests, attendance records, to ensure proper staffing levels.

SUPERVISORY RESPONSIBILITIES

• None

REQUIREMENTS

• Must be at least 21 years old.

• High School Diploma or GED equivalency.

• At least one (1) year of casino or hospitality industry experience.

• At least six (6) months experience in banking, casino cashiering or similar currency role.

• Strong written and verbal communication skills with the ability to effectively communicate in English.

• Basic computer skills with Microsoft Office and Outlook

• Ability to learn and comprehend the use of all business applications and software.

• Ability to work with other employees, guests, and management to establish and maintain effecting working relationships.

• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends

• Work in a fast-paced, busy, and somewhat stressful environment

PREFERRED

• IGT experience

CERTIFICATIONS, LICENSES, REGISTRATIONS

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

PHYSICAL REQUIREMENTS

• The Member 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 50 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 space.

WORKING CONDITIONS

• Work is performed indoors in a climate-controlled environment and exposed to various environmental factors such as but not limited to noise, dust and smoke.

• Close spaces while working with others.

Rio Las Vegas is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Rio Las Vegas makes hiring decisions based solely on qualifications, merit, and business needs at the time.