Casino HostPENN Entertainment
Job Summary
- Assists in resolving guest opportunities, conflicts, and complaints on behalf of the company in a fair and equitable manner.
- Develops relationships 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, food, and beverages; assists with special requests.
- Proactively seeks out new business on casino floor, introducing the benefits of and soliciting enrollment for the player rewards program.
- Highly knowledgeable of Credit procedures, if applicable. Encourages the use of Credit and may extend lines of Credit when appropriate and permissible by state regulatory law.
- Devotes significant time to being visible and available on the casino floor in order to meet and greet guests during individual visits, as well as during special events.
- 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 departmental 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 Hosts.
- Utilizes Salesforce (CMS) tracking for all player contacts, profile preferences, and tasks. Completes all Salesforce 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 a variety of 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 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 the customer service program.
- Adheres to all Corporate and local policies, procedures, and operating guidelines.
- Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management.
- Maintains strict confidentiality in all company matters.