Hollywood Casino Gulf Coast
Overview
WE’RE CHANGING ENTERTAINMENT. COME JOIN US.
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 a diverse set of coworkers driven by enthusiasm for helping people have more fun. You’ll also be part of a company that cares about your career growth and will help you expand your possibilities. Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is one component of our 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 local policy and increases with length of employment. Click HERE to discover how we empower team members to grow, thrive, and advance in their careers. WE LOVE OUR WORK.
Responsibilities
Develops and maintains valuable relationships with players through marketing measures and exceptional customer service.
Assists in resolving guest opportunities, conflicts, and complaints in a fair and equitable manner.
Develops relationships with players to grow the customer base and increase revenues by ensuring retention and repeat business.
Attracts and manages customers through weekly telemarketing and in-person contact on the casino floor; provides hospitality arrangements as needed.
Proactively seeks out new business on the casino floor and promotes enrollment in the guest loyalty reward program.
Provides knowledge of credit procedures; may extend lines of credit where appropriate and permissible by state law.
Remains highly visible on the casino floor to meet guests during visits and at events.
Resolves guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
Makes decisions regarding complimentary offers based on play, points, comp availability, and profitability.
Utilizes telemarketing, correspondence, referrals, email, and events to grow existing business.
Achieves departmental sales and growth goals.
Develops in-house invitation lists for special events and hosting events.
Supports and promotes superior customer service in alignment with department and company standards.
Attends and assists in coordinating special events.
Maintains a friendly, helpful, and courteous manner when dealing with customers and fellow hosts.
Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks; completes all Sales Force requirements and reviews monthly metrics with Manager to set quarterly goals.
Develops and maintains technical skills to maximize the use of patron data systems.
Establishes direct communication with service departments to care for different levels of players.
Monitors patron activity and profitability of all assigned players.
Maintains confidentiality of player information (e.g., name, address, contact information, level of play, wins/losses, visits).
Provides assistance at special events as needed and represents the Company professionally at meetings and events.
Ensures interactions with guests follow the customer service program guidelines and complies with policies and operating procedures.
Responsible for regulatory compliance within area of responsibility and reporting potential issues to management.
Qualifications
Bachelor’s degree (B.A.) or minimum of five (5) years of customer service experience and/or training; or equivalent combination of education and experience. Minimum of one (1) year of Casino Guest Service experience; hosting experience preferred.
Intermediate computer knowledge; MS Office (Word, Excel, Outlook), Sales Force (CMS); ACSC preferred.
Ability to perform basic math and interpret data (rates, ratios, and percent) and to present information effectively.
Strong communication skills (oral and written) and ability to interact with guests, staff, and management.
Ability to maintain confidentiality and professionalism at all times.
Ability to obtain a Gaming Permit and complete ServSafe Alcohol training certification.
Ability to identify problems, collect data, analyze, and draw valid conclusions; able to interpret various instructions.
Benefits and Additional Information We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences with destinations across North America, online sports betting and iCasino via ESPN BET and theScore Bet. We are committed to diversity and sustainability for our community, our team, our vendors, and our planet.
Follow us. Equal Opportunity Employer
Seniority level: Entry level Employment type: Full-time Job function: Management and Manufacturing Industries: Gambling Facilities and Casinos
#J-18808-Ljbffr
WE’RE CHANGING ENTERTAINMENT. COME JOIN US.
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 a diverse set of coworkers driven by enthusiasm for helping people have more fun. You’ll also be part of a company that cares about your career growth and will help you expand your possibilities. Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is one component of our 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 local policy and increases with length of employment. Click HERE to discover how we empower team members to grow, thrive, and advance in their careers. WE LOVE OUR WORK.
Responsibilities
Develops and maintains valuable relationships with players through marketing measures and exceptional customer service.
Assists in resolving guest opportunities, conflicts, and complaints in a fair and equitable manner.
Develops relationships with players to grow the customer base and increase revenues by ensuring retention and repeat business.
Attracts and manages customers through weekly telemarketing and in-person contact on the casino floor; provides hospitality arrangements as needed.
Proactively seeks out new business on the casino floor and promotes enrollment in the guest loyalty reward program.
Provides knowledge of credit procedures; may extend lines of credit where appropriate and permissible by state law.
Remains highly visible on the casino floor to meet guests during visits and at events.
Resolves guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
Makes decisions regarding complimentary offers based on play, points, comp availability, and profitability.
Utilizes telemarketing, correspondence, referrals, email, and events to grow existing business.
Achieves departmental sales and growth goals.
Develops in-house invitation lists for special events and hosting events.
Supports and promotes superior customer service in alignment with department and company standards.
Attends and assists in coordinating special events.
Maintains a friendly, helpful, and courteous manner when dealing with customers and fellow hosts.
Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks; completes all Sales Force requirements and reviews monthly metrics with Manager to set quarterly goals.
Develops and maintains technical skills to maximize the use of patron data systems.
Establishes direct communication with service departments to care for different levels of players.
Monitors patron activity and profitability of all assigned players.
Maintains confidentiality of player information (e.g., name, address, contact information, level of play, wins/losses, visits).
Provides assistance at special events as needed and represents the Company professionally at meetings and events.
Ensures interactions with guests follow the customer service program guidelines and complies with policies and operating procedures.
Responsible for regulatory compliance within area of responsibility and reporting potential issues to management.
Qualifications
Bachelor’s degree (B.A.) or minimum of five (5) years of customer service experience and/or training; or equivalent combination of education and experience. Minimum of one (1) year of Casino Guest Service experience; hosting experience preferred.
Intermediate computer knowledge; MS Office (Word, Excel, Outlook), Sales Force (CMS); ACSC preferred.
Ability to perform basic math and interpret data (rates, ratios, and percent) and to present information effectively.
Strong communication skills (oral and written) and ability to interact with guests, staff, and management.
Ability to maintain confidentiality and professionalism at all times.
Ability to obtain a Gaming Permit and complete ServSafe Alcohol training certification.
Ability to identify problems, collect data, analyze, and draw valid conclusions; able to interpret various instructions.
Benefits and Additional Information We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences with destinations across North America, online sports betting and iCasino via ESPN BET and theScore Bet. We are committed to diversity and sustainability for our community, our team, our vendors, and our planet.
Follow us. Equal Opportunity Employer
Seniority level: Entry level Employment type: Full-time Job function: Management and Manufacturing Industries: Gambling Facilities and Casinos
#J-18808-Ljbffr