Casino Host

We're seeking a highly skilled and enthusiastic Casino Host to join our team at PENN Entertainment. As a Casino Host, you will be responsible for providing exceptional guest service, resolving conflicts, and developing relationships with players to grow our customer base and increase company revenues.

• Assist in resolving guest opportunities, conflicts, and complaints in a fair and equitable manner.
• Develop relationships with players to grow customer base and increase company revenues by assuring customer retention and repeat business.
• Attract and manage customers through weekly telemarketing and in-person contact on the casino floor.
• Exercise discretion to provide guests with hospitality arrangements, including rooms, food, and beverages; assist with special requests.
• Proactively seek out new business on the casino floor, introducing the benefits of and soliciting enrollment for the player rewards program.
• Encourage the use of Credit and may extend lines of Credit when appropriate and permissible by state regulatory law.
• Devote significant time to being visible and available on the casino floor in order to meet and greet guests during individual visits, as well as during special events.
• Makes decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability, and customer profitability.
• Utilize telemarketing, correspondence, referrals, email, and events to solicit and grow existing business.
• Achieve departmental sales and growth goals.
• Develop in-house invitation lists for special events and other significant hosting events.
• Enthusiastically support, actively promote, and demonstrate superior customer service in accordance with departmental and company standards and programs.
• Attend and aid in the coordination of special events.
• Exhibit a friendly, helpful, and courteous manner when dealing with customers of fellow Hosts.
• Utilize Salesforce (CMS) tracking for all player contacts, profile preferences, and tasks. Complete all Salesforce task requirements in a timely manner; review all monthly metrics with manager and set quarterly goals.
• Develop and maintain technical skills to maximize use of patron data systems.
• Establish a direct line of communication with all service departments for the purpose of caring for a variety of levels of players.
• Monitor patron activity and profitability of all assigned players.
• Maintain 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.
• Provide assistance at special events as needed.
• Provide professional representation on behalf of the company at internal and external meetings and events.
• Ensure interactions with internal and external guests follow the guidelines of the customer service program.
• Adhere 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.
• Maintain strict confidentiality in all company matters.

• Bachelor's degree from a four-year college or university; or minimum 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 and be proficient 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.

Join Our Team and Take Your Career to the Next Level

We offer a dynamic and fast-paced work environment, competitive compensation and benefits package, and opportunities for career growth and advancement. If you are a motivated and customer-focused individual who is passionate about delivering exceptional guest service, we encourage you to apply for this exciting opportunity.

Don't Miss Out on This Opportunity to Join Our Team