VIP Host
PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. The VIP Host role involves creating new business revenue by developing relationships with high-value players and managing all aspects of those relationships to enhance customer service and satisfaction.
Responsibilities
- Create new business revenue by understanding, targeting and developing relationships with potential high value players
- Successfully execute assigned key VIP sales KPIs
- Manage all aspects of the relationship with players, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary
- Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs
- Maintain a personalized relationship with players, including having one to one knowledge of customer profiles such as playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
- Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms
- Communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members
- Utilize daily reporting and analysis to assist with making sound business decisions
- Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales
- Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively
- Fully comply with and uphold company expectations including policies, procedures, department goals and business strategy
- Handle difficult customer interactions and situations in a calm, professional and reasonable manner
- Work closely with VIP associates on upgrading potential VIP accounts to full VIP status
- Work closely with VIP Executive Hosts on upgrading accounts to higher tiers
- Conduct business with the highest level of integrity and honesty
Skills
- 1 - 2 years of gaming experience either online or with a brick and mortar casino
- At least 1 year of experience in a sales related role
- Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management
- Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette
- Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions
- Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation
- Ability to communicate effectively with external contacts and all levels of employees
- The ability to travel and attend on and off property events throughout the United States and Canada
- Will attend high level events designed for our top customers
- Must be able to qualify for licenses and permits required by federal, state and local regulations
- MUST HAVE: Passion for sports, casino and/or sports & casino betting
Benefits
- Most sales positions are eligible for a Commission under the terms of an applicable plan
- Most non-sales positions are eligible for a Bonus
- Best-in-class benefits to eligible employees
- An array of options, expert guidance and always-on tools
Company Overview