Service Host LC

Essential Duties & Responsibilities

• Promotes the PENN Play loyalty program by educating guests on membership benefits, tier advantages, and program features to enhance guest engagement and loyalty.
• Explains the resort’s complimentary structure and player loyalty program, including qualification requirements for various levels of guest benefits and complimentary offerings.
• Cultivates and maintains exceptional relationships with premium 4-Star and 5-Star guests, delivering personalized service experiences that reflect the resort’s luxury hospitality standards.
• Evaluates guest gaming activity and appropriately issues complimentary amenities in accordance with established program guidelines and operational policies.
• Captures hotel accommodations, dining reservations, entertainment bookings, transportation arrangements, suite upgrades, and special guest requests to ensure seamless and memorable guest experiences.
• Supports ticketing operations and distribution processes for concerts, promotions, and resort special events.
• Aids in the planning, coordination, and execution of special events, tournaments, VIP functions, and promotional experiences, including guest outreach, invitation management, and follow-up communications.
• Supports ticketing operations and distribution processes for concerts, promotions, and resort special events.
• Manages internal and guest-related requests regarding complimentary services, transportation arrangements, hotel extensions, and other resort accommodations with professionalism and efficiency.
• Oversees reservation blocks, negotiated rates, and resort inventory management systems, including maintenance of the Theo Calendar within SharePoint to ensure operational accuracy and guest satisfaction.

Professional Qualifications

• Demonstrated proficiency in operating systems and technology associated with the position, including but not limited to AS/400, STAY, ACSC, LMS, Microsoft Office, SharePoint, and multi-line telephone systems.
• Ability to review, interpret, and maintain confidential guest and operational documentation with accuracy and attention to detail.
• Strong ability to inspect, maintain, and ensure exceptional presentation standards throughout assigned areas.
• Excellent interpersonal and communication skills with the ability to engage professionally and effectively with guests, leadership, and team members at all levels of the organization.
• Ability to move efficiently throughout the resort environment while maintaining exceptional guest service standards in a fast-paced luxury hospitality setting.
• Ability to thrive in a dynamic casino resort atmosphere with varying levels of guest volume, activity, and ambient noise.
• Professional telephone etiquette with the ability to communicate clearly, confidently, and efficiently while handling inbound and outbound guest interactions.

Systems, Equipment & Technology

• STAY Hotel System
• ACSC Computer System
• Micrsoft Office Suite
• SharePoint Platform
• Multi-line Telephone System
• Ten-Key Calculator & Standard Office Equipment