Penn National Gaming, Inc.

VIP Guest Service Administrator

Location US-PA-Wyomissing | US-NV-Las Vegas
Job ID
Casino Property
Penn National Gaming, Inc.
Position Type
Regular Full-Time
Marketing & Entertainment



Don’t just work. Work Happy.


A career in gaming? At Penn National Gaming, 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


The VIP & Guest Service Administrator provides oversight on the company’s player development and guest service programs related to all casino and online gaming operations.  This role also develops and executes training, reporting, and enhancements to the player development program and guest service program, focusing on optimization and best practices. This role also ensures compliance with applicable regulations while supporting Penn’s vision, mission, and values. 




The following and other duties may be assigned as necessary for the entire Company:


  • Responsible for assisting with oversight of Company’s player development and guest service programs
  • Responsible for monitoring player development program to ensure program optimization, Makes improvements as needed.
  • Responsible for handling property goal setting requests and communication.
  • Facilitates training of the host program player coding and goal setting processes.
  • Facilitates development and training of the company’s CRM program. Responsible for the successful rollout and execution of CRM program related training for end users.
  • Assists in ad hoc reporting and data pulls.
  • Organizes and updates training documentation related to company’s host program, guest service, and CRM.
  • Identifies future enhancements/needs for player development program and/or guest service, working with various departments to implement.
  • Supports property and online reporting dashboards, working closely with Marketing Analytics. Makes suggestions for improvement as needed.
  • Responsible for oversight of Player Development survey and related reporting. Makes improvements as needed.
  • Monitors host program and guest service reporting. Provides assistance with property questions and survey modifications.
  • Supports development of presentations to management and key marketing stakeholders.
  • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
  • Responsible for ensuring the compliance with all regulations within area of responsibility and reporting potential issues to management.
  • Maintains strict confidentiality in all departmental and company matters.

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


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.


  • Bachelor’s Degree (B.A./B.S.) in marketing, analytics, or related area; two to four years of related marketing or analytical experience; or equivalent combination of education and experience. Marketing experience preferred.  Gaming experience is a plus.
  • Strong client interface and presentation skills preferred.
  • Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  • Must have advanced skills in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook). Experience using Microsoft Excel to generate summary results from large datasets is preferred.
  • Must have excellent verbal and written communication skills; strong client interface and presentation skills preferred.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  • Must have demonstrated ability to drive toward results.

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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