Executive Host

Summary

Join PENN Entertainment's digital team and manage a portfolio of high-value VIP accounts. You will oversee and mentor VIP team members, ensuring exceptional customer service and maximizing gaming revenue. This role requires strong communication, sales, and data analysis skills, along with experience in online and brick-and-mortar gaming environments. PENN offers a competitive compensation package, a supportive work environment, and opportunities for career growth. The position involves managing relationships, handling customer inquiries, and contributing to process improvements. Travel within the US and Canada is required.

Requirements

• At least 3 years of gaming experience either online or with a brick and mortar casino
• At least 1 year of experience with an online gaming operation
• At least 2 years 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
• Proficient in data management tools
• 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 both on and off property events throughout the United States and Canada
• Will attend high level events designed for our top customers with minimum supervision and oversee team members at said events
• 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

Responsibilities

• Manages VIP team members at the VIP Host and VIP Associate levels
• Oversight and management of VIP Associates and VIP Hosts as directed including training, comping decision making, staff scheduling, and performance reporting to the assigned Regional Director of Player Development
• Establish and maintain a portfolio of top tier VIP accounts
• Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs
• Contribute to process and compliance initiatives that improve operations, efficiency, and service and provide coaching to improve team performance
• Lead Host and Associate team reporting to the Regional Manager of Player Development with weekly updates and reviews of individual host and associate performance
• Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary
• Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
• Assist host and associate level employees with developing their relationships
• Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms
• Will communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members
• Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
• Utilize daily reporting and analysis to assist with making sound business decisions
• Assist the Regional Director of Player Development with the implementation and adoption of all new initiatives and policies, including sales performance programs
• 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 complies with and upholds company expectations including policies, procedures, department goals and business strategy
• Conducts themselves with the highest level of integrity and honesty
• Handles difficult customer interactions and situations in a calm, professional and reasonable manner
• Tasked with managing outbound initiatives to fill special events, while also participating in offsite marketing events
• Other duties as required

Benefits

• Competitive compensation package
• Fun, relaxed work environment
• Education and conference reimbursements
• Parental leave top up
• Opportunities for career progression and mentoring others