VIP Casino Host - Guest Experience & Events Lead

Hollywood Casino at Penn National Race Course; Grantville (PA); On-site; USD 50,000 - 55,000; Full time

Job summary

Hollywood Casino at Penn National Race Course in Grantville, PA is seeking a motivated guest service professional with at least 1 year of casino hosting or player development experience. The role emphasizes relationship-building, data-driven engagement via Sales Force CMS, and collaboration with service departments to maximize guest value.

Candidates should have an associate degree or equivalent, strong English communication, basic math, and the ability to read and interpret policy documents.

Qualifications

• Associate degree or equivalent from two-year college or technical school.
• Minimum 1 year of Casino Guest Service experience including but not limited to Player Development, Slots, or Table Games.
• Hosting experience is preferred with adequate customer following.
• Intermediate computer knowledge: MS Office, Sales Force (CMS).
• Must have the ability to read, write, and speak English.
• Must qualify for a license with the Pennsylvania State Racing Commission and meet credentialing requirements.

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 Manager of Player Development and set quarterly goals.
• Develop and maintain technical skills to maximize 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.

Skills

Casino guest service

Hosting experience

MS Office

Sales Force CMS

English language proficiency

Mathematics/basic arithmetic

Education

Associate degree or two-year college/technical school

Tools

Sales Force (CMS)

MS Office

Job description

Hollywood Casino at Penn National Race Course in Grantville, PA is seeking a motivated guest service professional with at least 1 year of casino hosting or player development experience. The role emphasizes relationship-building, data-driven engagement via Sales Force CMS, and collaboration with service departments to maximize guest value.

Candidates should have an associate degree or equivalent, strong English communication, basic math, and the ability to read and interpret policy documents.