VIP HOST

Hollywood Casino Tunica - Robinsonville, MS

Full-time

Robinsonville, MS

11-50 employees

About the position

The VIP Host at PENN Entertainment is responsible for enhancing the guest experience in the casino environment by providing exceptional customer service and hospitality arrangements. This role involves actively engaging with guests, promoting casino events and promotions, and ensuring compliance with service standards. The VIP Host plays a crucial role in player development and guest satisfaction, contributing to the overall success of the casino operations.

Responsibilities

• Greets guests actively engaged in gaming and assists team members in player identification.
• Circulates throughout the property and proactively engages with guests to ensure their visit is pleasurable.
• Provides guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.
• Enhances casino experience and creates perception of luck, action, and excitement with guests.
• Maintains knowledge of casino marketing and player development promotions and encourages guest participation.
• Promotes events, promotions, and player's card benefits.
• Encourages guest visitation through written correspondence and telemarketing.
• Assists with increasing guest trip frequency through telemarketing and inside sales interactions.
• Resolves guest opportunities and/or conflicts in fair and equitable manners.
• Follows up on service failures by coordinating service recoveries with various department leaders.
• Supports and promotes superior customer service in accordance with company standards.
• Attends and aids in the coordination of special events.
• Exhibits a friendly, helpful, and courteous manner when dealing with customers and 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 confidentiality of player information.
• Provides assistance to the Assistant Director as needed.
• Represents the company professionally at internal and external meetings and events.
• Ensures compliance with all regulatory requirements.

Requirements

• Must be at least 21 years of age.
• Associate's degree (A.A.) or equivalent from a two-year college or technical school.
• Minimum of one year Casino Guest Service experience, including 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.
• Ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic manner.
• Ability to maintain confidentiality and a high level of professionalism at all times.
• Excellent oral and written communication skills.
• Ability to identify problems, collect data, analyze, and draw valid conclusions.
• Ability to interpret a variety of instructions (i.e., written, oral, etc.).

Benefits

• 401k Program
• Company Perks
• Career Opportunities
• Advancement Programs
• Scholarships