Casino Host

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support team members' financial, physical, and mental well-being.

About the role

The Casino Host position is responsible for developing and maintaining valuable relationships with players through marketing measures and exceptional customer service skills.

Responsibilities

• Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
• Develops relationship with players to grow customer base and increase Company revenues by assuring 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, dinner reservations, and assists with special requests.
• Responsible for answering guests’ correspondence in a timely manner.
• Proactively seeks out new business on casino floor, introducing the benefits of and soliciting enrollment for the mychoice Rewards program.
• Devotes significant time 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 department and company standards and programs.
• Attends and aids in the coordination of special events and promotions.
• Exhibits a friendly, helpful, and courteous manner when dealing with customers and fellow hosts.
• Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks.
• Completes all Sales Force 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 variety levels of players.
• Monitors patron activity and profitability of all assigned players.
• Maintains the confidentiality of player information including personal details such as name, address, contact information, level of play, wins, losses, and number of visits.
• Provides assistance at special events and promotions 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 compliance with all regulatory requirements within area of responsibility and reporting potential issues to management.

Requirements

• Must be at least 21 years of age.
• Bachelor’s degree (B.A.) from a four-year college or university; or minimum of five (5) years customer service experience and/or training; or equivalent combination of education and experience.
• Minimum of one (1) year 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.
• Intermediate computer knowledge; MS Office (Word, Excel, and Outlook), Sales Force (CMS); ACSC 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.
• Excellent oral and written communication skills.
• Ability to identify problems, collect data, analyze, and draw valid conclusions.
• Ability to interpret a variety of instructions (i.e., written, oral, etc.).
• Must be able to qualify for licenses and permits required by federal, state, and local regulations.
• Must obtain a First Aid/AED certification.
• Must successfully complete C.A.R.E or TIPS training.
• Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier.

Skills

• Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to read and communicate verbally in English.
• Written communication skills in English may also be required.
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

• Regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls.
• Frequently required to reach with hands and arms and talk or hear.
• Specific vision abilities required include close vision, color vision, and peripheral vision.
• 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.
• 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 spaces.

Work Environment

• The noise level in the work environment is usually moderate to loud.
• Employee could be exposed to an environment containing unrestricted secondhand tobacco smoke.

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 supporting financial, physical, and mental well-being.

Pay

Starting salary: $43,000.00 per year.