Penn National Gaming PLAYER SERVICES REPRESENTATIVE in Jamul, California


Don’t just work. Work Happy .

A career in gaming? At Penn National Gaming we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.

An individual could be successful if they possess the following.

Your daily responsibilities include

  • Provide friendly, fast, and helpful customer service, through the consistent practice and delivery of Marquee Customer Service to all guests and team members.

  • Assist callers- guest with account information and perform outbound follow up calls as needed using proper phone etiquette

  • Provide technical assistance to customers in relation to website account registration

  • Communicate promotions and special events to callers

  • Effectively present information to callers

  • Assist other employees with questions or problems

  • Proficient on navigating the computer and various programs

  • Answer incoming reservation calls and input reservations

  • Enter reservations for various special events and player functions

  • Answer incoming calls and direct to proper extension/department

  • Manage difficult or emotional guest situations; Responds promptly to guest needs; Solicits guest feedback to improve service; Responds to requests for service and assistance; Meets commitments

  • Take messages for executive offices and various departments, and make sure messages are given to proper parties

  • Contact administrative team members by mobile phone as needed

  • Call or radio facilities department for service calls

  • Be able to execute emergency procedures of the property

  • Input comment card information for tracking and reporting purposes

  • Inform Manager and/or Supervisor of any problems that may occur and ensure guest problems/complaints are resolved in a prompt, courteous and efficient manner

  • Must perform courteous and friendly service to all staff and guests and be able to speak in a pleasant, quiet and understandable tone of voice

  • Assist Marquee Rewards players with trouble-shooting and successfully establishing online accounts

  • Answering guest questions regarding the Marquee Rewards program and related benefits

  • Must adhere to regulatory, department and company policies.

  • Perform all job duties in a safe and responsible manner.

  • Perform other job related and compatible duties as assigned

To be successful in this position it will require the following skill set

  • High school diploma or equivalent

  • Manages difficult or emotional guest situations; Responds promptly to guest needs; Solicits guest feedback to improve service; Responds to requests for service and assistance; Meets commitments.

  • Able to promptly and accurately follow instructions given by Leadership

  • Ability to read and comprehend simple instructions, short correspondence, and memos.

  • Ability to write simple correspondence.

  • Ability to effectively present information in one-on-one and small group situations to guests, callers and other team members of the organization.

  • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

  • Ability to deal with problems involving a few concrete variables in standardized situations.

  • Basic computer operating and keyboarding skills.

  • Must have the ability to operate computer/computer software programs, copy machines, computer printers/embossers, and other office equipment

  • Ability to earn and maintain TiPS certification

  • Must be able to acquire and maintain appropriate gaming license

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

Something to leave you with

Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.

Now that you have read about who we are, here is your opportunity to see what we're about!

Equal Opportunity Employer

Job ID 2018-47837

Casino Property Hollywood Casino Jamul

Position Type Regular Full-Time

Category Casino Operations