Service Host - Player Development Full Time

Introduction

Overview

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’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.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

Responsibilities

• Greets guests actively engaged in gaming and assists team members in player identification.
• Provides guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.
• Monitors and manages access to the Owners Club Lounge
• Provides shift coverage as a visible and accessible representative of the host team
• Manages the Host on Duty phone, including guest requests and issue escalation
• Monitors and responds to the MLV-VIPHost email inbox
• Performs daily hotel folio reviews and manages billing inquiries
• Supports the NCM program through guest greetings, stay check-ins, and farewells
• Assists with game day/off property event check-in support
• Maintains knowledge of casino marketing and player development promotions and encourages guest participation.
• Maintains knowledge of credit procedures and encourages the use of credit when appropriate.
• Encourages guest visitation through written correspondence and telemarketing.
• Assists in resolving guest opportunities and/or conflicts, in fair and equitable manners.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. 
• 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.
• Provides assistance to Player Development management as needed.
• Adheres to all Corporate and local policies, procedures, and operating guidelines.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.

Requirements

• Must be at least 21 years of age.
• Associate’s degree (A.A.) or equivalent from two-year College or technical school; minimum of one year Casino Guest Service experience, including but not limited to Player Development, Slots or Table Games; or equivalent combination of experience and education. 
• One (1) year of hosting experience with adequate customer following preferred.
• Must be proficient in Microsoft Office.
• Multilingual Preferred.
• 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
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Must be able to maintain confidentiality and a high level of professionalism at all times.    
• Must have the ability to write reports and business correspondence.
• Must possess excellent oral and written communication skills.
• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions.
• Must have the ability to interpret a variety of instructions (i.e., written, oral, etc.).