Casino Host

We’re changing entertainment. Come join a fast-paced, diverse team driven by enthusiasm for helping people find and have more fun. At PENN Entertainment, you’ll work with colleagues who care about your career growth and offer support to expand your possibilities.

Initial placement within the salary range is based on relevant knowledge, skills, and experience. Base salary is one component of a competitive Total Rewards package, which includes wellness programs supporting financial, physical, and mental well-being.

Responsibilities

• Assists in resolving guest opportunities, conflicts, and complaints on behalf of the company in a fair and equitable manner.
• Develops relationships with players to grow customer base and increase company revenues by ensuring customer retention and repeat business.
• Attracts and manages customers through weekly telemarketing and in-person contact on the casino floor.
• Exercises discretion to provide guests with hospitality arrangements, including rooms, food, and beverages; assists with special requests.
• Proactively seeks out new business on the casino floor, introducing the benefits of and soliciting enrollment for the player rewards program.
• 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.
• Devotes significant time to being visible and available on the casino floor to meet and greet guests during individual visits and special events.
• Makes decisions regarding valuable complimentaries based on recorded play, earned points, comp availability, and customer profitability.
• Utilizes telemarketing, correspondence, referrals, email, and events to solicit 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 departmental and company standards and programs.
• Attends and aids in the coordination of special events.
• Exhibits a friendly, helpful, and courteous manner when dealing with customers and fellow Hosts.
• 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 a variety of levels of players.
• Monitors patron activity and profitability of all assigned players.
• Maintains the confidentiality of player information including personal details, level of play, wins, losses, and number of visits.
• Provides assistance at special events as needed.
• 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.

Requirements

• Bachelor’s degree (B.A./B.S.) 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.
• 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.
• Exceptional customer service and interpersonal skills.
• Excellent written and verbal communication skills; must be fluent and literate in English.
• Intermediate computer knowledge and 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.
• Ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Ability to maintain confidentiality and a high level of professionalism at all times.
• Ability to write reports and business correspondence.
• Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
• 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.

Benefits

• Day-one medical coverage.
• 401(k) matching.
• Annual performance bonus.
• Paid time off earned according to local policy, increasing with length of employment.
• Wellness programs designed to support financial, physical, and mental well-being.

Pay

Starting at $43,000 annually, depending on experience.