Service Host

We're changing entertainment at PENN Entertainment, where you'll be part of an exciting, fast-paced industry with a diverse team driven by enthusiasm for helping people have more fun. The company supports career growth and offers a competitive Total Rewards package including wellness programs for financial, physical, and mental well-being. Benefits such as day-one medical coverage, 401(k) matching, and annual performance bonus may vary by position. Paid time off is earned according to local policy and increases with length of employment.

Responsibilities

• Greets guests actively engaged in gaming and assists Team Members in player identification
• Provides guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests
• Maintains knowledge of property marketing and player development promotions and encourages guest participation
• Maintains knowledge of credit procedures and encourages the use of credit when appropriate
• Creates guest loyalty by engaging in service of guests when on property
• Assists in resolving guest opportunities and/or conflicts in a fair and equitable manner
• Analyzes and coordinates in-house invitation lists with Assistant Shift Managers
• 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
• Exhibits a friendly, helpful, and courteous manner when dealing with customers and fellow team members
• 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 to the Gaming Host & Marketing department as needed
• Provides professional representation at internal and external meetings and events
• Ensures interactions with internal and external guests follow the guidelines of customer service program
• Adheres to all Corporate and local policies, procedures, and operating guidelines
• Responsible for ensuring compliance with all regulatory compliance within area of responsibility and reporting potential issues to management
• Other duties as needed

Requirements

• Must be 21 years of age or older
• Associate degree (A.A.) or equivalent from two-year college or technical school; minimum of one-year Gaming Guest Service experience, including but not limited to Player Development, Slots/VLT or Table Games; or equivalent combination of experience and education
• 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 (written, oral, etc.)

Benefits

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

Pay

Starting salary: $42,000.00. Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is one component of the competitive Total Rewards package.