Casino Host

Hollywood Casino Toledo; Toledo (OH); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Paid time off

Job summary

Hollywood Casino Toledo is recruiting for a Casino Guest Host role within PENN Entertainment at our Toledo, OH property. The position focuses on guest relationship management, hosting services, and promoting loyalty programs while ensuring high levels of customer satisfaction on the casino floor.

Ideal candidates bring at least a bachelor’s degree or 5+ years of customer service experience, plus hosting exposure.

Qualifications

• Bachelor's degree or 5+ years customer service experience.
• Minimum 1 year casino guest service experience.
• One year hosting experience preferred.
• Intermediate computer knowledge; MS Office and Sales Force.
• Ability to add, subtract, multiply in all units; interpret data.
• Strong written and verbal communication skills.
• Ability to interact with guests, staff and resolve conflicts diplomatically.

Responsibilities

• Resolve guest opportunities, conflicts, and complaints fairly and equitably.
• Develop relationships with players to grow customer base and revenue.
• Attract and manage customers through telemarketing and in-person contact on the casino floor.
• Promote and enroll guests in the Marquee Rewards program.
• Demonstrate professional representation at internal/external meetings and events.
• Attend and coordinate special events and host responsibilities.
• Maintain guest information confidentiality and data security.
• Utilize Sales Force to track contacts, preferences and tasks; review metrics.

Skills

Customer Service

Communication

Problem Solving

Diplomacy

Confidentiality

Reporting

Public Speaking

Education

Bachelor's degree

Customer service experience

Tools

Sales Force (CMS)

MS Office

ACSC

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.

• Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
• 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 Marquee Rewards 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 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 department 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 variety 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 the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.

BRING US YOUR BEST.

• Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) 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.
• 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.).

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

$45,000