CASINO HOST

Hollywood Casino Columbus; Columbus (OH); On-site; USD 49,500 - 60,500; Full time

Benefits offered by this job

Wellness programs

401(k) matching

Paid time off

Annual performance bonus

Job summary

Hollywood Casino Columbus is seeking a dedicated customer service professional to join our team. The ideal candidate will have a strong background in guest services, ensuring a welcoming environment while aiding guests with their gaming experiences.

Responsibilities include greeting guests, resolving complaints, and providing hospitality arrangements. Applicants should possess excellent communication skills and a commitment to maintaining high service standards. A starting salary of $55,000 and benefits are offered.

Qualifications

• Must be at least 21 years of age.
• Minimum of one year Casino Guest Service experience.
• Excellent oral and written communication skills.

Responsibilities

• Greets guests and assists team members.
• Resolves guest complaints and provides hospitality arrangements.
• Maintains knowledge of casino marketing and player development promotions.

Skills

Customer service skills

Conflict resolution

Communication skills

Education

Associate’s degree or equivalent

Job description

We’re always looking for talent that believes in having fun and wants to work in a fast‑paced industry. At PENN Entertainment, you’ll be part of a diverse team that strives to help people find and have more fun while growing their own careers.

Benefits

Base salary is one component of our competitive Total Rewards package, which includes wellness programs, day‑one medical coverage, 401(k) matching, annual performance bonus, and paid time off that increases with tenure.

Responsibilities

• Greets guests actively engaged in gaming and assists team members in player identification.
• Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
• Provides guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.
• Focuses on assigned players through guest development and attainment of guest loyalty to the mychoice brand.
• Specifically focuses on assisting Table Games Department in guest requests, issuance of comps, hotel and other reservations.
• Maintains and develops assigned players while building professional relationships with guests through providing excellent customer service and knowledge of mychoice program.
• Maintains knowledge of casino marketing and player development promotions and encourages guest participation.
• Maintains knowledge of Credit procedures and encourages the use of Credit when appropriate.
• Encourages guest visitation through written correspondence and telemarketing; analyzes and coordinates in‑house invitation lists with Manager.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Assists in greeting and organizing Cross‑Property Events; responsible for greeting of Cross‑Property guests and checking in with guests during their stay to address any issues or concerns from the Cross‑Property Groups.
• Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow team members.
• Provides direct support to the other Casino Hosts and/or Executive Hosts by helping with their assigned guests or any tasks needed.
• 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 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 high value 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 to the Manager 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 assigned.

Qualifications

• Must be at least 21 years of age.
• Associate’s degree (A.A.) or equivalent from a two‑year college or technical school; minimum of one year Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games; or equivalent combination of experience and education.
• One (1) year of hosting experience with adequate customer following 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 (written, oral, etc.).
• Ability to read and communicate verbally in English; written communication skills in English may also be required.
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Employee must be able to qualify for licenses and permits required by federal, state, and local regulations.
• Must successfully complete TiPS training.

Physical Requirements

• Regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls.
• Frequently required to reach with hands and arms; talk or hear.
• Specific vision abilities required include close vision, color vision, and peripheral vision.
• Must regularly lift and/or move up to 10 pounds, frequently up to 25 pounds, and occasionally up to 50 pounds.
• Must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

Work Environment

• Noise level is usually moderate to loud.
• Employee could be exposed to an environment containing unrestricted second‑hand tobacco smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

We’re an equal opportunity employer and encourage applicants from all backgrounds to apply.

Start Salary

$55,000