Executive Casino Host - Multi-Property Asian Market

About the role

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 coworkers 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.

Responsibilities

• Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
• Develops relationships with VIP players to grow the VIP player base and increase Company revenues by assuring customer retention and repeat business.
• Arrats 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, beverages, and assists with special requests.
• Devises significant time being visible and available on the casino floor in order to meet and greet VIP guests during individual visits as well 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.
• Solves VIP guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
• 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.
• Responsible for being and remaining knowledgeable of Asian market player trends, preferences, and cultural practices.
• 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 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 the Manager and sets quarterly goals.
• Develops and maintains technical skills to maximize the use of patron data systems.
• Establishes a direct line of communication with all service departments for the purpose of caring for high value 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.
• Supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• 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 the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix.

Qualifications

• Must qualify for a license with the Pennsylvania State Racing Commission and meet any credentialing requirements of the Pennsylvania Gaming Control Board.
• Must be at least 18 years of age.
• Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) years customer service experience and/or training; or equivalent combination of education and experience.
• Must have a 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.
• Must have 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.
• 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.
• Must possess excellent oral and written communication skills.
• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions.
• Must have the ability to interpret a variety of instructions (i.e., written, oral, etc.).