Penn National Gaming, Inc.

  • Executive Casino Host

    Location US-IL-Joliet
    Posted Date 2 months ago(2/9/2018 1:00 AM)
    Job ID
    2018-46819
    Casino Property
    Hollywood Casino Joliet
    Position Type
    Regular Full-Time
    Category
    Marketing
  • Overview

     

     

    Don’t just work. Work Happy.

     

    A career in gaming? Hollywood Casino Joliet we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.

     

    An individual could be successful if they possess the following.

     

    Your daily responsibilities include

    SUMMARY

    The purpose of this position is to enhance the growth of revenues through the development of our customer base.  The Executive Host position creates and maintains strong relationships with valued gaming customers and markets our product to our VIP guests. 

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Develops relationship with VIP players to grow VIP player base and increase Company revenues by assuring customer retention and repeat business.
    • Makes decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability.
    • Attracts and manages VIP customers through weekly telemarketing and in person contact on the casino floor.
    • Devotes significant time being visible and available on the casino floor in order to meet and greet VIP guests during individual visits as well during special events.
    • Resolves VIP guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
    • Exercises discretion to provide VIP guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.
    • Utilizes telemarketing, correspondence, referrals, email and events to solicit high value players and grow existing business.
    • Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences and completes task requirements in a timely manner.
    • Regularly reviews assigned database of customers and updates/maintains contact information, preferences and correspondence in the assigned CRM software.
    • Reviews all monthly metrics with Manager and sets quarterly goals.
    • Is forward thinking. Creates daily, weekly, and monthly plans and adjusts appropriately to meet all deadlines, measurable objectives and achieve departmental sales and growth goals.
    • Assists in planning and executing special events and programs to stimulate revenue growth, improve operational costs and enhance customer service levels.
    • Develops in-house invitation lists for special events and other significant hosting events.
    • Participates in off-site and on-site special events, promotions and outings.
    • Provides professional representation on behalf of the Company at internal and external meetings and events.
    • Monitors patron activity and profitability of all assigned VIP players.
    • Proactively greets all VIP customers on property and maximizes the efficiencies defined by the player management software and contact program.
    • 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.
    • Establishes a direct line of communication with all service departments for the purpose of caring for high value players and maintains open communication with the Director of Player Development and Senior Executive Host.
    • Exhibits a friendly, helpful and courteous manner when dealing with customers of fellow hosts.
    • Ensures compliance and has a strong understanding of the Internal Control System (ICS) and the Minimum Internal Control Standards (MICS), relevant to the Marketing Department and report potential issues to management.
    • Understands and adheres to all Corporate and local policies, procedures, operating guidelines and Marketing Department standards.
    • Must display the ability to be a team player and interface with other departments to develop key relationships to ensure maximum efficiency in completing job tasks.
    • Must be knowledgeable of property products, promotions and events.
    • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards to create a fun and entertaining experience for our guests and cast members.
    • Must maintain a positive attitude, a passion for their duties and be a team player at all times.
    • Ability to accurately prioritize, organize and complete multiple activities within realistic time goals.
    • Attends all required meetings.
    • Other duties as assigned.

    To be successful in this position it will require the following skill set

    EDUCATION AND/OR EXPERIENCE

    College degree preferred with emphasis on business, marketing, sales, or hospitality management.  High school diploma or equivalent required.  Excellent interpersonal, communication, team building and problem solving skills are required.  Outstanding organizational skills are a must, as is the ability to manage multiple priorities simultaneously.  It is required that the candidate possesses proficiency with Microsoft Outlook, Word and Excel.   Must have 2 to 5 years Host or Player Development experience in a major gaming operation of similar size and stature OR 3 to 5 years of sales experience.  Must have a proven track record of increasing gaming revenue through established customer base.  Must have strong telemarketing skills.  Must be resourceful and highly motivated in seeking out new VIP opportunities.  This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and Cast Members. Must understand and speak the English language.

     

    PHYSICAL DEMANDS

    While performing the duties of this job, the Cast Member is regularly required to talk and hear.  The Cast Member frequently is required to stand and walk.  The Cast Member is occasionally required to sit; reach with hands and arms; stoop, kneel, and crouch.  The Cast Member must occasionally lift and/or move up to 50 pounds.  The Cast Member requires manual dexterity to operate all necessary equipment.  Specific vision abilities required by this job include close vision and distance. 

    • Must be able to work independently.
    • Must be able to sit, stand or walk for long periods of time.
    • Must be able to respond calmly and make rational decisions, when handling guest and Cast Member conflicts.
    • Must be able to maneuver throughout all areas of the property.
    • Responds to visual and aural cues. 
    • Must have the manual dexterity to operate a computer and other necessary office equipment. 
    • Must be able to tolerate areas containing second hand smoke, dust, loud noises and bright lights.
    • Must be able to work varied shifts, weekends and holidays as needed.

    Something to leave you with

    Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.

     

    Now that you have read about who we are, here is your opportunity to see what we're about!

     

       

     

    Equal Opportunity Employer

     

     

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