CASINO HOSTPENN Entertainment
Job Summary
- Greets guests actively engaged in gaming and assists team members in player identification.
- Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
- Provides guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.
- Focus on assigned players through guest development and attainment of guest loyalty to the mychoice brand.
- Specifically focus on assisting Table Games Department in guest requests, issuance of comps, hotel and other reservations.
- Maintain and develop assigned players while building professional relationships with guests, through providing excellent customer service and knowledge of mychoice program.
- Maintains knowledge of casino marketing and player development promotions and encourages guest participation.
- Maintains knowledge of Credit procedures and encourages the use of Credit when appropriate.
- Encourages guest visitation through written correspondence and telemarketing. - Analyzes and coordinates in-house invitation lists with Manager.
- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
- Assist in greeting and helping with the organization of Cross-Property Events. Responsible for greeting of Cross-Property guests and checking in with guests during their stay, to address any issues or concerns from the Cross-Property Groups.
- Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow team members.
- Provide direct support to the other Casino Hosts and/or Executive Hosts by helping with their assigned guests or any tasks needed.
- 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 high value 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 to the Manager as needed.
- Provides professional representation 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.
- Other Duties as Assigned.