Service Host - Player Development Part Time

Don’t just work. Work Happy.

A career in gaming? At M Resort, 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.

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.
• 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

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. 
• 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.).

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.

Gaming Registration

Alcohol Awareness Card

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.

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