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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Additional responsibilities may be assigned as needed:

• Attracts and manages customers in the Asian Market through telemarketing and in-person engagement on the casino floor
• Develops, implements, and manages operational goals while monitoring performance and profit objectives
• Utilizes telemarketing, correspondence, referrals, email, and events to grow existing business in the Asian Market
• Designs and executes VIP player programs and events to build guest loyalty and encourage repeat visits
• Proactively seeks new business with Asian players and promotes enrollment in the PENNPlay loyalty program
• Coordinates hotel, restaurant, and amenity reservations for guests
• Develops and enforces discretionary comping guidelines for VIP players
• Makes final decisions on complimentaries based on play history, earned points, comp availability, and profitability
• Resolves VIP guest issues, conflicts, and complaints fairly and professionally on behalf of the company
• Maintains confidentiality of player information including personal details, play history, and visit frequency
• Represents the company at VIP player outings, internal meetings, and external events
• Promotes and ensures superior customer service standards across the department
• Contributes to Asian Marketing strategy, implementation, and direction
• Participates in KYC/CDD and other compliance-related activities
• Enhances guest experience through friendly greetings, assistance, and positive interactions
• Ensures regulatory compliance and reports potential issues to leadership
• Maintains strict confidentiality in all departmental and company matters
• Builds relationships with players to increase customer retention and company revenue
• Understands and encourages use of credit
• Maintains visibility on the casino floor to engage guests during visits and special events
• Demonstrates courteous and professional behavior with internal and external customers

QUALIFICATION REQUIREMENTS

• Must be at least 21 years of age
• Bachelor’s degree (B.A.) from a four-year college or university, or a minimum of five (5) years in a customer service leadership or training role, or an equivalent combination of education and experience
• Minimum of four (4) years of Casino Guest Service experience in areas such as Player Development, Slots, or Table Games
• Two (2) years of hosting experience with an established customer following preferred
• Fluent in Vietnamese, Mandarin, Cantonese, or another Asian dialect
• Excellent verbal, written, and interpersonal communication skills
• Intermediate proficiency in Microsoft Office (Word, Excel, Outlook); experience with Salesforce (CMS) and ACSC preferred
• Strong client-facing and presentation skills preferred
• Ability to effectively present information and respond to questions from managers, clients, and the public
• Skilled in resolving guest and staff issues diplomatically and tactfully
• Proficient in basic math including addition, subtraction, multiplication, division, percentages, ratios, and interpreting bar graphs
• Demonstrated ability to drive results and meet performance goals
• Capable of writing clear reports and business correspondence
• Able to interpret and follow a variety of written and oral instructions
• Maintains confidentiality and professionalism at all times
• Strong analytical and problem-solving abilities; able to collect data, analyze trends, and draw valid conclusions

SUPERVISORY RESPONSIBILITIES

• None

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating procedures, and manuals in English
• Strong verbal and written communication skills to interact effectively with guests, team members, and management
• Capable of conveying information clearly and professionally in high-pressure or fast-paced situations
• Able to understand and respond to guest inquiries, concerns, and feedback with courtesy and accuracy
• Must be able to document incidents, complete reports, and follow written instructions precisely
• Proficiency in communicating policies, procedures, and expectations to team members

REASONING ABILITY

• Ability to apply common sense and sound judgment to carry out written, oral, or diagrammed instructions
• Strong problem-solving skills in standardized situations involving multiple variables
• Capable of making quick decisions under pressure while maintaining guest satisfaction and safety
• Able to assess situations and respond appropriately to guest needs, operational challenges, or unexpected events
• Demonstrates logical thinking and adaptability in a fast-paced, high-volume environment
• Must be able to prioritize tasks and manage time effectively during peak business hours
• Ability to interpret and follow company policies, procedures, and regulatory guidelines
• Maintains professionalism and discretion when handling sensitive or confidential information

CERTIFICATES, LICENSES, REGISTRATIONS

• Must qualify for all licensing and permit requirements as mandated by federal, state, and local regulations
• Valid Alcohol Awareness Card required

PHYSICAL DEMANDS

• Regularly required to stand for extended periods and use hands to handle tools, equipment, and objects
• Frequently required to reach with arms, speak clearly, and actively listen in a fast-paced environment
• Visual acuity required, including close vision, color differentiation, and peripheral awareness
• Ability to lift and move:
  • Up to 10 lbs regularly
  • Up to 30 lbs frequently
  • Up to 50 lbs occasionally (with assistance or equipment as needed)
• Must be able to push, pull, bend, twist, stoop, crouch, kneel, and maintain balance in various work environments, including confined or crowded spaces
• May be required to navigate stairs, ramps, and uneven surfaces
• Must be able to perform physical tasks safely and efficiently in a dynamic and guest-facing setting

WORK ENVIRONMENT

• May be exposed to secondhand tobacco smoke
• Fast-paced, high-energy atmosphere requiring excellent multitasking and communication skills
• Frequent interaction with guests and team members in a dynamic customer service setting
• May involve standing, walking, or moving for extended periods during shifts
• Must be comfortable working in areas with varying noise levels, lighting, and temperature conditions
• Flexibility required to work nights, weekends, holidays, and overtime based on business needs
• Compliance with uniform and grooming standards is required
• Must adhere to all company policies, procedures, and regulatory guidelines
• Reasonable accommodations will be made for individuals with disabilities in accordance with applicable laws

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 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. 

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Equal Opportunity Employer