Casino Host

Hollywood Casino at Penn National Race Course; Grantville (PA); On-site; USD 40,000 - 45,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual bonus

Paid time off

Job summary

Hollywood Casino at Penn National Race Course in Grantville, PA is seeking a Casino Guest Services/Player Development host to grow the player base and enhance guest experiences. You will cultivate relationships, enroll guests in loyalty programs, and resolve issues with professionalism on the casino floor.

The role requires strong communication, customer service, and confidentiality. A 1-year hosting or guest service background is preferred, with a Bachelor’s degree or equivalent experience.

Qualifications

• Bachelor’s degree or 5 years of customer service experience.
• 1 year of Casino Guest Service experience preferred; hosting experience favored.
• Intermediate computer knowledge; MS Office; Sales Force (CMS).
• Ability to maintain confidentiality and professionalism at all times.

Responsibilities

• Develops relationship with players to grow customer base and increase revenues.
• Attracts and manages customers on casino floor; enrolls in the mychoice program.
• Resolve guest opportunities, conflicts and complaints fairly.
• Maintain confidentiality of player information and data.
• Assist at special events and represent the company professionally.

Skills

Customer service

Communication

Problem solving

Interpersonal skills

Presentation

Education

Bachelor’s degree

Tools

MS Office

Sales Force (CMS)

ACSC preferred

Job description

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

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.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific 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 the local policy and increases with the length of employment.

WE LOVE OUR WORK.

• Develops relationship 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, beverages, and assists with special requests. Proactively seeks out new business on casino floor, introducing the benefits of and soliciting enrollment for the "mychoice" program.
• Highly knowledgeable 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 being visible and available on the casino floor in order to meet and greet guests during individual visits as well as during special events.
• Resolves guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
• Makes decisions regarding valuable complimentaries based on a consideration of 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 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 various 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 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. Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix.

BRING US YOUR BEST.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 18 years of age.
• Bachelor’s degree (B.A./B.S.) from four-year college or university; or minimum of five (5) years of customer service experience and/or training; or equivalent combination of education and experience.
• Must have a minimum of one (1) year of Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games.
• One (1) year of hosting experience with adequate customer following preferred.
• Must have intermediate computer knowledge; MS Office (Word, Excel, and Outlook), Sales Force (CMS); ACSC 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 (i.e., written, oral, etc.).

Supervisory Responsibilities

This job does not have supervisory responsibilities.

Language Skills

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.

REASONING ABILITY

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.

CERTIFICATES AND LICENCES

Must qualify for a license with the Pennsylvania State Racing Commission and meet any credentialing requirements of the Pennsylvania Gaming Control Board.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and 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.

STAY IN THE GAME. FOLLOW US.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet.

We're changing entertainment.

Follow us.

Equal Opportunity Employer

STARTING SALARY

$40,000 to $45,000 annually with bonus eligibility