VIP Host

About the role

Create new business revenue by understanding, targeting and developing relationships with potential high value players. Successfully execute assigned key VIP sales KPIs. Manage all aspects of the relationship with players, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary. Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs. Maintain a personalized relationship with players, including having one to one knowledge of customer profiles such as playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual. Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms. Communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members. Utilize daily reporting and analysis to assist with making sound business decisions. Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales.

Responsibilities

• Manage all aspects of the relationship with players, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary.
• Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs.
• Maintain a personalized relationship with players, including having one to one knowledge of customer profiles such as playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual.
• Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms.
• Communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members.
• Utilize daily reporting and analysis to assist with making sound business decisions.
• Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales.

Requirements

• 1 - 2 years of gaming experience either online or with a brick and mortar casino.
• At least 1 year of experience in a sales related role.
• Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management.
• Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette.
• Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions.
• Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation.
• Ability to communicate effectively with external contacts and all levels of employees.
• Must be able to qualify for licenses and permits required by federal, state and local regulations.

Qualifications

• Passion for sports, casino and/or sports & casino betting.

Skills

• Strong interpersonal and communication skills.
• Ability to manage multiple tasks and prioritize responsibilities.
• Knowledge of CRM systems and data analysis tools.
• Experience with customer relationship management (CRM).

Benefits

Penn Interactive is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Pay

$50,000—$55,000 USD

Schedule

Full-time position