Penn National Gaming, Inc.

Executive Casino Host

Location US-IL-Joliet
Job ID
2021-81685
Casino Property
Hollywood Casino Joliet
Position Type
Regular Full-Time
Category
Marketing & Entertainment

Overview

 

Don’t just work. Work Happy.

 

A career in gaming? At Hollwood 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

  • Enhances the growth of revenues through the development of our customer base.
  • Develops relationships 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 and profile preferences; 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.
  • 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 reports potential issues to management. 
  • Understands and adheres to all Corporate and local policies, procedures, operating guidelines, and Marketing department standards.
  • Displays the ability to be a team player and interfaces with other departments to develop key relationships to ensure maximum efficiency in completing job tasks.
  • Maintains up-to-date knowledge of property products, promotions, and events.
  • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards to create a fun and entertaining experience for our guests and team members.
  • Maintains a positive attitude, a passion for their duties, and is a team player at all times.
  • Attends all required meetings.
  • Other duties as assigned.

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

  • High School Diploma or equivalent required. College degree preferred, with emphasis on Business, Marketing, Sales, or Hospitality Management.   
  • Must have 2 to 5 years of 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. 
  • 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. 
  • Ability to accurately prioritize, organize, and complete multiple activities within realistic time goals.
  • Must be proficient in Microsoft Office applications (Outlook, Word, and Excel).   
  • Must have strong telemarketing skills. 
  • Must be resourceful and highly motivated in seeking out new ViP opportunities. 
  • Must understand and speak the English language.
  • 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 team 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.
  • Must be 21 years of age or over.

 

PHYSICAL DEMANDS

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

Something to leave you with

Whether you prefer being at the center of it all or working behind the scenes, there’s a role for you at Penn National Gaming. We are a growing company but as big as we are, we still feel like family.  The areas of career opportunity with Penn are ideal for just about any skill set.  Our company wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment anywhere within the organization.

 

Equal Opportunity Employer

 

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