Casino Host

PENN Entertainment•Hobbs, NM

20d•$37,000 - $40,000

About The Position

The Casino Host position is responsible for developing and maintaining valuable relationships with players through marketing measures and exceptional customer service skills.

Requirements

Must be at least 21 years of age.
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.
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.).
Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
Must obtain a First Aid/AED certification.
Must successfully complete C.A.R.E or TIPS training.
Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier.

Nice To Haves

One (1) year of hosting experience with adequate customer following preferred.

Responsibilities

Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
Develops relationship with players to grow customer base and increase Company revenues by assuring customer retention and repeat business.
Attracts and manages customers through weekly telemarketing and in person contact on the casino floor.
Exercises discretion to provide guests with hospitality arrangements, including rooms, dinner reservations and assists with special requests.
Responsible for answering guests’ correspondence in a timely manner.
Proactively seeks out new business on casino floor, introducing the benefits of and soliciting enrollment for the mychoice Rewards program.
Devotes significant time being visible and available on the casino floor in order to meet and greet guests during individual visits as well during special events.
Resolves guest opportunities, conflicts, and complaints on behalf of 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 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.
Attends and aids in the coordination of special events and promotions.
Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow hosts.
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 variety levels of players.
Monitors patron activity and profitability of all assigned 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 and promotions as needed.
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.