Executive Casino Host

About the role

Develop and maintain business relationships through e-mail, telemarketing, direct contact, and enhanced guest service. Utilize Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks. Complete all Sales Force task requirements in a timely manner. Review all monthly metrics with Manager of Player Development 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 high-value players. Monitor patron activity and profitability of all assigned players. Through personal confidence and attentive, caring demeanor, manage all manners of guest service interaction. Assist in all high-end events and other marketing promotions as needed. Plan, administer, and host special events including pre-planning, organizing, setting up, and other related activities for the purpose of increasing gaming and generating revenue. 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. Effectively resolve guest opportunities and/or conflicts, in a fair and equitable manner. Provide assistance to the Player Development Manager as needed.

Essential duties

• Provide professional representation at internal and external meetings and events
• Create and maintain an environment of mutual and reciprocal trust, respect, and confidence within the department and when dealing with internal/external guests
• Maintain accurate and timely documentation of employee performance and department incidents
• Demonstrate abilities with PENN's Leadership Competency Model that includes Visioning, Decisive Judgment, Leading Change, Business Acumen, Driving for Results, Guest Focus, Integrity, Resilience, Leading Teams, Coaching and Developing Others, and Relationship Management
• Ensure interactions with internal and external guests follow the guidelines of the "Red Carpet Customer Service" Program
• Adhere to all Corporate and local policies, procedures, and operating guidelines
• Demonstrate abilities to meet performance expectations with Communications, Initiative/Problem Solving, Guest Service/Interpersonal Relations, Work Habits and Conduct, and Responsible Gaming/Business Ethics
• Other duties as assigned

Requirements

• Associate degree (A.A.) or equivalent from two-year College or technical school
• A minimum of 1 year of Casino Guest Service experience including but not limited to Player Development, Slots, or Table Games
• Prefer one (1) year of hosting experience with adequate customer following
• Intermediate computer knowledge; MS Office, Sales Force (CMS); ACSC preferred
• Must have the ability to read, write, and speak English
• Must have the ability to respond to common inquiries or complaints from guests, regulatory agencies, and community members
• Must have the ability to read and interpret documents, such as safety rules and manuals
• Must have the ability to present information and respond to questions from groups of managers, employees, and guests
• Must have the ability to read, analyze, and interpret technical procedures and governmental regulations
• Must have the ability to read, analyze, and interpret various metrics and financial reports
• Must have the ability to write reports and business correspondence
• Must have the ability to perform basic math skills
• Must have the ability to perform statistical analyses
• Must have the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages
• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions
• Must have the ability to solve practical problems and deal with a variety of situations
• Must have the ability to interpret a variety of instructions (i.e., written, oral, etc.)
• Must qualify for a license with the Pennsylvania State Racing Commission and meet any credentialing requirements of the Pennsylvania Gaming Control Board

Physical demands

• Walking 60% of the time
• Sitting 20% of the time
• Standing 20% of the time
• Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions

Work environment

• This is a smoking environment in guest areas and a non-smoking, with the exception of designated areas, employee environment
• Must be able to work in various weather conditions
• High Noise Level
• Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions

Pay

Starting salary $50,000 to $55,000 annually with bonus eligibility

This response is AI-generated, for reference only.