Executive Casino Host

HWCC-Tunica, Inc.; Northern (KY); On-site; USD 42,000 - 72,000; Full time

Job summary

PENN Entertainment in Northern Kentucky seeks a proactive VIP Host to engage high value guests, resolve opportunities, and deliver exceptional hospitality on the casino floor. You will build relationships with VIP players, handle special requests, and promote guest retention through personalized service.

You will be visible during events, use Sales Force CMS to track contact history, and collaborate with service departments to protect confidentiality and ensure compliance.

Qualifications

• Minimum 5 years customer service experience and/or training; or equivalent combination.
• Must be 21 years of age
• Willing to work nights, weekends, holidays and overtime as needed

Responsibilities

• Assists in resolving guest opportunities, conflicts, and complaints fairly.
• Develops relationships with VIP players to grow VIP base and increase revenues.
• Attracts and manages VIP customers through telemarketing and in person contact on the casino floor.
• Be visible on the casino floor to greet VIP guests during visits and events.
• Utilizes credit procedures and may extend lines of credit where appropriate and permissible by state law.
• Ensure confidentiality and professional representation for all patrons.

Skills

VIP guest handling

Communication skills

Customer service

MS Office

English proficiency

Education

Bachelor's degree or equivalent

Tools

Sales Force CMS

Job description

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

• Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner


• 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. Exercises discretion to provide VIP guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.


• 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.


• 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.


• Resolves VIP guest opportunities, conflicts, and complaints on behalf on 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 high value players 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.


• 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.


• 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 VIP 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.


• Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow hosts.


• 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.


• Provide positive communication and use Red Carpet Training skills with every patron and co-worker.


• Perform duties in a safe manner; report any potential safety hazards to management staff.


• Perform any reasonable, temporarily assigned job duties outside the position’s job description, where, in the Company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service.

Requirements

• Must be 21 years of age


• Read, write legibly, understand and speak English


• Able to tolerate second-hand smoke, noise, bright lights


• Able to work at a fast pace in often crowded/noisy environment


• Must meet professional appearance standards as prescribed by company policy.


• 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.


• Available to work required schedule which may include nights, weekends, holidays and overtime as needed


• Cast Member is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The Cast Member is occasionally required to walk; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.


• The Cast Member must be able to lift and/or move up to 50 lbs.


• 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.).