VIP Executive Host

Penn Interactive•Philadelphia, PA

2d•$64,000 - $75,000•Remote

About The Position

Oversight and working alongside VIP Associates and VIP Hosts as directed including training, comping decision making, staff scheduling, and performance reporting to the assigned Manager of Player Development. Establish and maintain a portfolio of top tier VIP accounts Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs Contribute to process and compliance initiatives that improve operations, efficiency, and service and provide coaching to improve team performance Lead Host and Associate team reporting to the Regional Manager of Player Development with weekly updates and reviews of individual host and associate performance Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary. Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual Assist host and associate level employees with developing their relationships Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms Will communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual Utilize daily reporting and analysis to assist with making sound business decisions Assist the Regional Director of Player Development with the implementation and adoption of all new initiatives and policies, including sales performance programs 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 complies with and upholds company expectations including policies, procedures, department goals and business strategy Conducts themselves with the highest level of integrity and honesty Handles difficult customer interactions and situations in a calm, professional and reasonable manner Tasked with managing outbound initiatives to fill special events, while also participating in offsite marketing events Other duties as required.

Requirements

At least 3 years of gaming experience either online or with a brick and mortar casino
At least 1 year of experience with an online gaming operation
At least 2 years 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
Proficient in data management tools
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 both on and off property events throughout the United States and Canada
Will attend high level events designed for our top customers with minimum supervision and oversee team members at said events
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

Responsibilities

Oversight and working alongside VIP Associates and VIP Hosts as directed including training, comping decision making, staff scheduling, and performance reporting to the assigned Manager of Player Development.
Establish and maintain a portfolio of top tier VIP accounts
Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs
Contribute to process and compliance initiatives that improve operations, efficiency, and service and provide coaching to improve team performance
Lead Host and Associate team reporting to the Regional Manager of Player Development with weekly updates and reviews of individual host and associate performance
Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary.
Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
Assist host and associate level employees with developing their relationships
Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms
Will communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members
Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
Utilize daily reporting and analysis to assist with making sound business decisions
Assist the Regional Director of Player Development with the implementation and adoption of all new initiatives and policies, including sales performance programs
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 complies with and upholds company expectations including policies, procedures, department goals and business strategy
Conducts themselves with the highest level of integrity and honesty
Handles difficult customer interactions and situations in a calm, professional and reasonable manner
Tasked with managing outbound initiatives to fill special events, while also participating in offsite marketing events
Other duties as required.