VIP Host

Penn Interactive; Philadelphia (Philadelphia County); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Best-in-class benefits

Sales commission eligibility

Work-life balance support

Job summary

PENN Interactive is seeking a candidate to drive business revenue through targeted relationships with high-value players. The role involves managing player relationships, ensuring top-tier customer service, and exceeding VIP sales KPIs.

The ideal applicant will have 1–2 years of gaming experience and at least a year in a sales role. Passion for sports and casino betting is a must, along with excellent communication and analytical skills. The position is hybrid, with travel required across the US and Canada.

Qualifications

• 1–2 years of gaming experience either online sportsbook or casino.
• At least 1 year of experience in a sales related role.
• Proven experience in online gaming, customer service, concierge, or account management.
• Ability to travel and attend on-and-off property events throughout the United States and Canada.
• Must have a passion for sports, casino, and/or sports & casino betting.

Responsibilities

• Create new business revenue by developing relationships with players.
• Manage all aspects of the player relationship.
• Maintain a personalized relationship with players to enhance their gaming experience.
• Generate incremental gaming revenue by meeting player needs.
• Ensure compliance with all applicable regulations.

Skills

Gaming experience

Sales experience

Excellent communication skills

Customer service

Analytical skills

Tools

Excel

Job description

About the Role

• Create new business revenue by understanding, targeting and developing relationships with potential high value players.
• Successfully execute assigned key VIP sales KPIs.
• Manage all aspects of the relationship with players, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary.
• Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs.
• Maintain a personalized relationship with players, including having one‑to‑one knowledge of customer profiles such as playing behaviors, interests, likes and dislikes, in order to offer an industry‑leading customer service experience tailored to the needs of the individual.
• Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms.
• Communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members.
• Utilize daily reporting and analysis to assist with making sound business decisions.
• Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales.
• Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively.
• Fully comply with and uphold company expectations including policies, procedures, department goals and business strategy.
• Handle difficult customer interactions and situations in a calm, professional and reasonable manner.
• Work closely with VIP associates on upgrading potential VIP accounts to full VIP status.
• Work closely with VIP Executive Hosts on upgrading accounts to higher tiers.
• Conduct business with the highest level of integrity and honesty.

About You

• 1–2 years of gaming experience either online sportsbook or casino.
• At least 1 year of experience in a sales related role.
• Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management.
• Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette.
• Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions.
• Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation.
• Ability to communicate effectively with external contacts and all levels of employees.
• The ability to travel and attend on‑and‑off‑property events throughout the United States and Canada.
• Will attend high level events designed for our top customers.
• Must be able to qualify for licenses and permits required by federal, state and local regulations.
• MUST HAVE: Passion for sports, casino and/or sports & casino betting.

#LI-HYBRID

PENN Interactive is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Base pay is one part of the Total Rewards that PENN Interactive provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission under the terms of an applicable plan, while most non‑sales positions are eligible for a bonus. Additionally, PENN Interactive provides best‑in‑class benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always‑on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.