Executive Casino Host

				Overview:

We're always looking for talent that believes in having fun. At PENN Entertainment, you'll get to be a part of an exciting industry, where the days and nights are fast paced. You'll work with an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You'll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. 

Click HERE to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!

Responsibilities:

* Resolves VIP guest opportunities, conflicts, and complaints on behalf of the company in a fair and equitable manner.
* Develops relationships with VIP players to grow ViP player base and increase company revenues by assuring customer retention and repeat business.
* Attracts and manages VIP customers through weekly telemarketing and in-person contact on the casino floor. Exercises discretion to provide ViP guests with hospitality arrangements, including rooms, food, and beverages; assists with special requests.
* Devotes significant time to being visible and available on the casino floor in order to meet and greet ViP guests during individual visits, as well as during special events.
* Highly knowledgeable of Credit procedures, if applicable. Encourages the use of Credit and may extend lines of Credit when appropriate and permissible by state regulatory law. 
* Makes decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability, and customer profitability.
* Utilizes telemarketing, correspondence, referrals, email, and events to solicit high-value players and grow existing business.
* Achieves departmental sales and growth goals. 
* Develops in-house invitation lists for special events and other significant hosting events.
* Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
* Assists in planning and executing special events and programs to stimulate revenue growth, improve operational costs, and enhance customer service levels.
* Utilizes Salesforce (CMS) tracking for all player contacts, profile preferences, and tasks. Completes all Salesforce task requirements in a timely manner; reviews all monthly metrics with manager and sets quarterly goals.  
* Develops and maintains technical skills to maximize use of patron data systems.
* Establishes a direct line of communication with all service departments for the purpose of caring for high-value players.
* Monitors patron activity and profitability of all assigned VIP players. 
* Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
* Provides assistance at special events as needed.
* Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow hosts.
* Provides professional representation on behalf of the company at internal and external meetings and events.
* Ensures interactions with internal and external guests follow the guidelines of the customer service program.
* Adheres to all Corporate and local policies, procedures, and operating guidelines.
* Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management.
* Maintains strict confidentiality in all company matters.

Qualifications:

*  Bachelor's degree (B.A./B.S.) from four-year college or university; or minimum of five (5) years of customer service experience and/or training; or equivalent combination of   education and experience. 
*  Must have a minimum of one (1) year of Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games. 
*  One (1) year of hosting experience with adequate customer following preferred. 
*  Must have exceptional customer service and interpersonal skills. 
*  Must have excellent written and verbal communication skills; must be fluent and literate in English.
*  Must have intermediate computer knowledge with proficiency in Microsoft Office applications (Word, Excel, and Outlook); Salesforce (CMS) and ACSC experience preferred. 
*  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 
*  Ability to compute rate, ratio, and percent and to   draw and interpret bar graphs.
*  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. 
*  Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. 
*  Must be able to maintain confidentiality and a high level of professionalism at all times. 
*  Must have the ability to write reports and business correspondence.
*  Ability to work collaboratively and communicate effectively with team members at all levels of the organization. 
*  Must have the ability to identify problems, collect and analyze data, and draw valid conclusions. 
*  Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
			

Apply

Share this job:

Share this Job

View company profile

Penn National Gaming, Inc.

Connect To Our Company