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- Develop and maintain business relationships through E-mail, telemarketing, direct contact, and enhanced guest service.- Utilize Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks. Complete all Sales Force task requirements in a timely manner. Review all monthly metrics with Manager of Player Development and set quarterly goals. - Develop and maintain technical skills to maximize use of patron data systems.- Establish a direct line of communication with all service departments for the purpose of caring for high-value players.- Monitor patron activity and profitability of all assigned players.- Through personal confidence and attentive, caring demeanor, manage all manners of guest service interaction.- Assist in all high-end events and other marketing promotions as needed.- Plan, administer, and host special events including pre-planning, organizing, setting up, and other related activities for the purpose of increasing gaming and generating revenue.- Maintain 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.- Effectively resolve guest opportunities and/or conflicts, in a fair and equitable manner.- Provide assistance to the Player Development Manager as needed.Essential Duties Relative to Performance Review:- Provide professional representation at internal and external meetings and events.- Create and maintain an environment of mutual and reciprocal trust, respect, and confidence within the department and when dealing with internal/external guests.- Maintain accurate and timely documentation of employee performance and department incidents.- Demonstrate abilities with PENN’s Leadership Competency Model that includes Visioning, Decisive Judgment, Leading Change, Business Acumen, Driving for Results, Guest Focus, Integrity, Resilience, Leading Teams, Coaching and Developing Others, and Relationship Management.- Ensure interactions with internal and external guests follow the guidelines of the “Red Carpet Customer Service” Program.- Adhere to all Corporate and local policies, procedures, and operating guidelines.- Demonstrate abilities to meet performance expectations with Communications, Initiative/Problem Solving, Guest Service/Interpersonal Relations, Work Habits and Conduct, and Responsible Gaming/Business Ethics.- Other duties as assigned.
- Establish and measure VIP program initiatives and revenue results of the VIP business.- Assist with the development of the VIP experience, including marketing program offers that build and strengthen relationships with these guests to our casino.- Identify, solicit, and register high-end players for Club Hollywood.- Establish accurate accounts for players based on data entry guidelines; issue cards and fully explain program.- Evaluate player accounts and issue comps based on recorded play, earned number of points, and comps available in player accounts.- Update accounts with information changes and obtain missing information on player accounts through utilization of player profiles.- Develop profitable programs to attract premium customers.- Build player loyalty via personal contact, direct mail, and telemarketing.- Contact guests regarding birthdays/anniversaries/thank you’s/miss you’s, offers/invitations; follow-up in house and offsite events.- Act as liaison, handle guest opportunities, and resolve situations so as to ensure smooth operations and excellent customer service. Reports to management.- Attend all in house special events targeting our best customers and assist in the planning and implementation of these events. Attend off-site events as assigned.- Receive and handle all incoming phone calls for fellow Player Development personnel in their absence. Is available to meet and greet premium customer on the floor.- Turn in required reports/paperwork in a timely fashion.- Must display the ability to be a team player and interface with other departments to develop key relations to ensure maximum efficiency in completing job tasks.- Develop methods to identify and cultivate potential targeted players from the casino floor, inactive lists, and networking through established base of customers.- Initiate paperwork to ensure customer account problems are rectified.- Serve as a company agent interacting with customer to promote good public relations and ensure continued business.- Create fun for guests appropriate to a casino environment.- Knowledgeable of property product promotions and events.- Support the efforts of the Player Development Executives.- Coach the Player Development Executives and share valuable experience- Other duties as assigned.
- Promote safety for personnel, guests, and horses while training and racing on the racetrack.- Enforce the Pennsylvania Rules of Racing while on the racecourse, writing reports of all violations that take place while on duty.- Maintain safety of the track and verify that all safety equipment required to be worn by those entering the racetrack for exercising or racing is being worn.- Ensure that all horses arrive at the starting gate at the designated time for post time for each race.- Catch any loose horses on the track while on duty.- Approve all applicants wishing to obtain a license to exercise or pony horses on the racetrack.
- Officers are employed to protect property and life and enforce safety regulations by performing the following duties in order to assist in reaching profitability, guest satisfaction, workforce strength, and compliance goals.- Perform and complete all duties necessary to comply with PGCB mandated requirements, which include but are not limited to, gaming-related drops, card and dice reconciliation, inspection, cancellation, and destruction, re-issuance of poker cards, and transport of locked chip carriers and documents to and from the Chip Bank.- Through alertness, diligence, specified procedures, and proactive attention to potential danger and security risks, the Security Officer shall protect our guests, our property, and our staff from harm or loss.- Patrol, periodically, buildings and grounds of the facility, as directed; or stand watch, as directed, at an assigned Security post, in order to oversee the comfort, safety, and security of our guests.- Examine various points of entry to determine that they are secure.- Conduct inspections, in accordance with procedures, to ensure equipment and facilities are in a safe condition.- Watch for and conduct timely reporting of irregularities such as fire hazards, leaking water pipes, and security doors left unlocked to the appropriate authority.- Guard against theft of company property.- Greet all guests and staff in a positive, friendly, and professional manner.- Regulate vehicle and pedestrian traffic at plant entrance to maintain orderly flow, as directed.- With care and professionalism, ensure compliance of Hollywood Casino's responsibility to prevent over-consumption of alcohol.