Executive Casino Host

Hollywood Casino at The Meadows; Washington (Washington County); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company in the entertainment industry, where you'll engage with VIP guests and enhance their experiences. This exciting role involves resolving guest conflicts, building lasting relationships, and ensuring top-notch service on the casino floor. With a commitment to your career growth and a vibrant work environment, you'll thrive in a team that values diversity and sustainability. If you're passionate about customer service and ready to make a difference, this opportunity is perfect for you.

Benefits

Day-one medical coverage

401(k) matching

Annual performance bonus

Paid time off

Qualifications

• Bachelor's degree or 5+ years of customer service experience required.
• Must have at least 1 year of Casino Guest Service experience.

Responsibilities

• Resolve VIP guest conflicts and complaints fairly.
• Develop relationships with VIP players to increase retention.
• Manage VIP customers through telemarketing and in-person contact.

Skills

Customer Service

Conflict Resolution

Relationship Management

Communication Skills

Problem Solving

Education

Bachelor’s degree (B.A./B.S.)

5+ years of customer service experience

Tools

Salesforce

Job description

3 days ago Be among the first 25 applicants

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.

• Resolves VIP guest opportunities, conflicts, and complaints on behalf of the company in a fair and equitable manner.
• Develops relationships 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, and beverages; assists with special requests.
• Devotes significant time to being visible and available on the casino floor in order to meet and greet VIP guests during individual visits, as well as 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.
• Makes decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability, and customer profitability.
• Utilizes Salesforce (CMS) tracking for all player contacts, profile preferences, and tasks. Completes all Salesforce task requirements in a timely manner; reviews all monthly metrics with manager and sets quarterly goals.
• Provides professional representation on behalf of the company at internal and external meetings and events.
• 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.

BRING US YOUR BEST.

• 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.
• 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.
• Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
• Must have the ability to identify problems, collect and analyze data, and draw valid conclusions.
• Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.

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 ESPN BET and 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.

Equal Opportunity Employer

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management, Business Development, and Sales
• Industries: Gambling Facilities and Casinos and Entertainment Providers