Hospitality Host - Full Time

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 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, food, and beverages; assists with special requests.
• Proactively seeks out new business on casino floor, introducing the benefits of and soliciting enrollment for the player rewards program.
• Maintains high knowledge 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 of 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 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.
• 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

• Must be at least 21 years of age.
• Bachelor's degree (B.A./B.S.) from 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 one (1) year of Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games