Executive Casino Host

ViziRecruiter,LLC.; Indiana (PA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Wellness programs

401(k) matching

Annual performance bonus

Paid time off

Job summary

A leading entertainment company in Indiana, Pennsylvania is actively seeking a dedicated Guest Services Representative. This role involves developing and maintaining strong business relationships with patrons, utilizing Sales Force for tracking player interactions, and assisting in high-end events. The ideal candidate should have a commitment to excellent customer service, possess at least one year of Casino Guest Service experience, and meet licensing requirements. A competitive rewards package is offered, including wellness programs and growth opportunities.

Qualifications

• Must have at least 1 year of Casino Guest Service experience.
• Ability to respond to complaints and inquiries from guests.
• Must qualify for licensing with Pennsylvania State Racing Commission.
• Intermediate computer knowledge; MS Office, Sales Force (CMS); ACSC preferred.

Responsibilities

• Develop and maintain business relationships with patrons.
• Utilize Sales Force tracking for player contacts and metrics.
• Assist in high-end events and promotional activities.
• Communicate with service departments to care for high-value players.
• Monitor patron activity and profitability of assigned players.
• Plan, administer, and host special events to increase gaming and revenue.
• Provide professional representation at internal and external meetings and events.
• Maintain documentation of employee performance and department incidents.

Skills

Casino Guest Service experience

Intermediate computer knowledge

Customer service skills

Teamwork

Education

Associate degree (A.A.) or equivalent

Tools

MS Office

Sales Force (CMS)

ACSC preferred

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

• Develop and maintain business relationships through e‑mail, telemarketing, direct contact, and enhanced guest service.
• Utilize Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks. Complete all Sales Force task requirements in a timely manner. Review all monthly metrics with the Manager of Player Development and set quarterly goals.
• Develop and maintain technical skills to maximize the use of patron data systems.
• Establish a direct line of communication with all service departments for the purpose of caring for high‑value players.
• Monitor patron activity and profitability of all assigned players.
• Through personal confidence and attentive, caring demeanor, manage all manners of guest service interaction.
• Assist in all high‑end events and other marketing promotions as needed.
• Plan, administer, and host special events, including pre‑planning, organizing, setting up, and other related activities for the purpose of increasing gaming and generating revenue. - Maintain 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.
• Effectively resolve guest opportunities and/or conflicts in a fair and equitable manner.
• Provide assistance to the Player Development Manager as needed. Essential Duties Relative to Performance Review:
• Provide professional representation at internal and external meetings and events.
• Create and maintain an environment of mutual and reciprocal trust, respect, and confidence within the department and when dealing with internal/external guests.
• Maintain accurate and timely documentation of employee performance and department incidents.
• Demonstrate abilities with PENN’s Leadership Competency Model that includes Visioning, Decisive Judgment, Leading Change, Business Acumen, Driving for Results, Guest Focus, integrity, Resilience, Leading Teams, Coaching and Developing Others, and Relationship Management.
• Ensure interactions with internal and external guests follow the guidelines of the “Red Carpet Customer Service” Program.
• Adhere to all Corporate and local policies, procedures, and operating guidelines.
• Demonstrate abilities to meet performance expectations with Communications, Initiative/Problem Solving, Guest Service/Interpersonal Relations, Work Habits and Conduct, and Responsible Gaming/Business Ethics.
• Other duties as assigned.

Requirements

• Associate degree (A.A.) or equivalent from a two‑year college or technical school.
• A minimum of 1 year of Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games.
• Prefer one (1) year of hosting experience with adequate customer following.
• Intermediate computer knowledge; MS Office, Sales Force (CMS); ACSC preferred.
• Must have the ability to read, write, and speak English.
• Must have the ability to respond to common inquiries or complaints from guests, regulatory agencies, and community members.
• Must have the ability to read and interpret documents, such as safety rules and manuals.
• Must have the ability to present information and respond to questions from groups of managers, employees, and guests.
• Must have the ability to read, analyze, and interpret technical procedures and governmental regulations. - Must have the ability to read, analyze, and interpret various metrics and financial reports.
• Must have the ability to write reports and business correspondence.
• Must have the ability to perform basic math skills.
• Must have the ability to perform statistical analyses.
• Must have the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions.
• Must have the ability to solve practical problems and deal with a variety of situations.
• Must have the ability to interpret a variety of instructions (written, oral, etc.).
• Must qualify for a license with the Pennsylvania State Racing Commission and meet any credentialing requirements of the Pennsylvania Gaming Control Board.

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 will be made to enable individuals with disabilities to perform the essential functions.

• Walking 60% of the time.
• Sitting 20% of the time.
• Standing 20% of the time.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• This is a smoking environment in guest areas and a non‑smoking, with the exception of designated areas, employee environment.
• Must be able to work in various weather conditions. - High Noise Level.