Executive Casino Host

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Cactus Petes

Cactus Petes

<h3>COME JOIN THE FUN AT</h3> <span style="font-size: 40px;">CACTUS PETES CASINO</span> <h5>A PENN ENTERTAINMENT PROPERTY</h5>

keywords: benefits,culture,grow,business development,compliance,technical,procedure,service,solicit,management,hospitality,legal,assist,degree,experience,knowledge,skills,professional

Regular Full-Time

$60,000 annually, based on experience

Overview: We&rsquo;re always looking for talent that believes in having fun. At PENN Entertainment, you&rsquo;ll get to be a part of an exciting industry, where the days and nights are fast paced. You&rsquo;ll work with an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You&rsquo;ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. <br /> <br /> Click <a href="https://www.pennentertainment.com/careers/life-at-penn" target="_blank" rel="noopener noreferrer">HERE</a> to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!
Responsibilities: <ul> <li>Resolves VIP guest opportunities, conflicts, and complaints on behalf of the company in a fair and equitable manner.</li> <li>Develops relationships with VIP players to grow VIP player base and increase company revenues by assuring customer retention and repeat business.</li> <li>Attracts and manages VIP customers through weekly telemarketing and in-person contact on the casino floor. Exercises discretion to provide VIP guests with hospitality arrangements, including rooms, food, and beverages; assists with special requests.</li> <li>Devotes significant time to being visible and available on the casino floor in order to meet and greet ViP guests during individual visits, as well as during special events.</li> <li>Highly knowledgeable of Credit procedures, if applicable. Encourages the use of Credit and may extend lines of Credit when appropriate and permissible by state regulatory law.</li> <li>Makes decisions regarding valuable complementarities based on a consideration of recorded play, earned points, comp availability, and customer profitability.</li> <li>Utilizes telemarketing, correspondence, referrals, email, and events to solicit high-value players and grow existing business.</li> <li>Achieves departmental sales and growth goals.</li> <li>Develops in-house invitation lists for special events and other significant hosting events.</li> <li>Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.</li> <li>Assists in planning and executing special events and programs to stimulate revenue growth, improve operational costs, and enhance customer service levels.</li> <li>Utilizes Salesforce (CMS) tracking for all player contacts, profile preferences, and tasks. Completes all Salesforce task requirements in a timely manner; reviews all monthly metrics with manager and sets quarterly goals.</li> <li>Develops and maintains technical skills to maximize use of patron data systems.</li> <li>Establishes a direct line of communication with all service departments for the purpose of caring for high-value players.</li> <li>Monitors patron activity and profitability of all assigned VIP players.</li> <li>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.</li> <li>Provides assistance at special events as needed.</li> <li>Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow hosts.</li> <li>Provides professional representation on behalf of the company at internal and external meetings and events.</li> <li>Ensures interactions with internal and external guests follow the guidelines of the customer service program.</li> <li>Adheres to all Corporate and local policies, procedures, and operating guidelines.</li> <li>Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management.</li> <li>Maintains strict confidentiality in all company matters.</li> </ul>
Requirements: <ul> <li>Bachelor&rsquo;s degree (B.A./B.S.) from four-year college or university; or minimum of five (5) years of customer service experience and/or training; or equivalent combination of education and experience.</li> <li>Must have a minimum of one (1) year of Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games.</li> <li>One (1) year of hosting experience with adequate customer following preferred.</li> <li>Must have exceptional customer service and interpersonal skills.</li> <li>Must have excellent written and verbal communication skills; must be fluent and literate in English.</li> <li>Must have intermediate computer knowledge with proficiency in Microsoft Office applications (Word, Excel, and Outlook); Salesforce (CMS) and ACSC experience preferred.</li> <li>Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.</li> <li>Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.</li> <li>Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.</li> <li>Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.</li> <li>Must be able to maintain confidentiality and a high level of professionalism at all times.</li> <li>Must have the ability to write reports and business correspondence.</li> <li>Ability to work collaboratively and communicate effectively with team members at all levels of the organization.</li> <li>Must have the ability to identify problems, collect and analyze data, and draw valid conclusions.</li> <li>Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.</li> </ul>