Service Host

PENN Entertainment, Inc.; Dayton (OH); On-site; USD 33,000 - 47,000; Full time

Job summary

PENN Entertainment, Inc. in Dayton, OH is seeking a Guest Service professional to engage guests, arrange hospitality, and promote promotions while protecting guest data and handling sensitive information.

You will collaborate with teams across departments, resolve conflicts, and uphold high standards of professionalism and service. Must be at least 21 with an associate degree or equivalent, and strong communication skills are essential.

Qualifications

• Must be 21 years of age or older.
• Associate degree (A.A.) or equivalent from two-year college or technical school.
• Ability to present information effectively to managers, clients, and the public.
• Ability to interact with guests and colleagues to resolve problems diplomatically.
• Maintain confidentiality and professionalism at all times.
• Ability to write reports and business correspondence.
• Excellent oral and written communication skills.
• Ability to identify problems, collect data, analyze, and draw conclusions.

Responsibilities

• Greet guests actively engaged in gaming and assist with player identification.
• Provide guests with hospitality arrangements including rooms, food, and beverages.
• Promote knowledge of promotions and guest development efforts.
• Encourage use of credit where appropriate and maintain credit procedures knowledge.
• Create guest loyalty through attentive service and problem resolution.
• Coordinate invitation lists with shift managers and assist events.
• Support customer service standards and participate in special events.
• Maintain confidential guest information and collaboration with departments.

Skills

Guest service

Communication

Conflict resolution

Data analysis

Confidentiality

Report writing

Education

Associate degree

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.

Responsibilities

• Greets guests actively engaged in gaming and assists Team Members in player identification.
• Provides guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.
• Maintains knowledge of property marketing and player development promotions and encourages guest participation.
• Maintains knowledge of credit procedures and encourages the use of credit when appropriate.
• Creates guest loyalty by engaging in service of guests when on property.
• Assists in resolving guest opportunities and/or conflicts, in a fair and equitable manner.
• Analyzes and coordinates in-house invitation lists with Asst. Shift Managers.
• 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 team members.
• 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.
• Provide assistance to the Gaming Host & Marketing department as needed.
• Provide professional representation 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.
• Other duties, as needed.

Requirements

• Must be 21 years of age or older
• Associate degree (A.A.) or equivalent from two-year College or technical school; minimum of one-year Gaming Guest Service experience, including but not limited to Player Development, Slots/VLT or Table Games; or equivalent combination of experience and education.
• 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.).