CASINO HOST

ViziRecruiter,LLC.; Perryville (MD); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Paid time off

Job summary

A leading entertainment company in Maryland seeks a Customer Experience Representative to develop and maintain relationships with VIP players. Responsibilities include managing customer service and resolving guest complaints while ensuring compliance with regulations. Ideal candidates should have experience in customer service and knowledge of the casino environment. This role offers competitive benefits and opportunities for growth.

Qualifications

• Must be at least 21 years of age.
• Must have a minimum of one year Casino Guest Service experience.
• Must possess excellent oral and written communication skills.

Responsibilities

• Develop relationships with VIP players to assure customer retention.
• Attract and manage VIP customers through telemarketing and in-person contact.
• Resolve guest opportunities and complaints in a fair manner.

Skills

Customer service experience

Communication skills

Problem-solving skills

Education

Associates degree or equivalent experience

Tools

MS Office

Sales Force

Job description

Introduction

…

Overview

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.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

Responsibilities

• Develops relationship with VIP players to grow VIP player base and increase Company revenues by assuring customer retention and repeat business.
• Attracts and manages VIP customers through weekly telemarketing and in person contact on the casino floor.
• Devotes significant time being visible and available on the casino floor in order to meet and greet VIP guests during individual visits as well during special events.
• Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
• Maintains knowledge of casino marketing and player development promotions and encourages guest participation.
• 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.
• Makes decisions regarding valuable complimentary based on a consideration of recorded play, earned points, comp availability and customer profitability.
• Utilizes telemarketing, correspondence, referrals, email and events to solicit high value players and grow existing business.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• 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.
• Assists in planning and executing special events and programs to stimulate revenue growth, improve operational costs and enhance customer service levels.
• 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.
• Adheres to all Corporate and local policies, procedures, and operating guidelines.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Performs other duties as may be assigned by department and/or company management.
• You are required to follow new PPE and safety guidance designed to safeguard you, your fellow team members, and this will include maintaining social distancing, wearing PPE as appropriate for your role and cleaning your workstation as necessary.

Requirements

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 21 years of age.

• Associates degree (A.A.) from two‑year college or university; or minimum of three (3) years customer service experience and/or training; or equivalent combination of education and experience.
• Must have a minimum of one (1) year Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games.
• 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 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, LICENSES, REGISTRATIONS

For every year of employment, Employee must:

1. Obtain and maintain an MD Lottery license as may be required for this position.
2. Successfully complete and maintain certification in the Beverage Service Program (TIPS and TOPS) as may be required for this position.

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.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud.

Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.