VIP HOST

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 co-workers 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. 

Click HERE to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!

ESSENTIAL DUTIES AND RESPONSIBILITIES  

The following and other duties may be assigned as necessary: 

• Greets guests actively engaged in gaming and assists team members in player identification.  Circulates throughout the property and proactively engage with guests to ensure their visit is pleasurable and meeting the expectations of PNG guest service policies. 

• Provides guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.  Focuses on enhancing casino experience and creating perception of luck, action and excitement with guests. 

• Maintains knowledge of casino marketing and player development promotions and encourages guest participation. 

• Makes productive use of every opportunity to promote events, promotions and player’s card benefits. 

• Maintains knowledge of credit procedures and encourages the use of credit when appropriate. 

• Maintains knowledge of casino marketing/player development promotions and encourage guest participation. 

• Encourages guest visitation through written correspondence and telemarketing. Assists with increasing guest trip frequency through telemarketing and inside sales interactions. 

• Assists in resolving guest opportunities and/or conflicts, in fair and equitable manners.  Follows-up on any service failures by contacting and coordinating service recoveries, when applicable, with various department leaders. 

• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.  

• Attends and aids in the coordination of special events. 

• Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow team members. 

• Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks.  Completes all Sales Force task requirements in a timely manner. 

• Develops and maintains technical skills to maximize use of patron data systems. 

• Monitors patron activity and profitability of all assigned players. 

• 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 the Assistant Director as needed. 

• Provides professional representation at internal and external meetings and events. 

• Ensures interactions with internal and external guests follow the guidelines of customer service program. 

• 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. 

QUALIFICATION REQUIREMENTS   

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. 

• 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.  

• 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 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.). 

SUPERVISORY RESPONSIBILITIES                    

This job does not have supervisory responsibilities. 

LANGUAGE SKILLS  

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required. 

REASONING ABILITY  

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 

CERTIFICATES, LICENSES, REGISTRATIONS 

Employee must be able to qualify for licenses and permits required by federal, state and local regulations. 

PHYSICAL DEMANDS   

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision. 

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces. 

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. 

Employee could be exposed to an environment containing unrestricted second hand tobacco smoke. 

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. 

We're changing entertainment. Follow us.

Equal Opportunity Employer