CASINO FLOOR HOST - Hollywood Casino York

• Develops relationships and rapport to increase loyalty with a targeted audience of guests. 
• Utilizes tools available to increase guest acquisitions and activations of the PENN Play App and Wallet.
• Actively captures new player information and preferences.   
• Creates player cards for uncarded guests by consistently roaming assigned areas for the targeted audience.
• Greets guests actively engaged in gaming at the targeted levels.
• Provides guests with hospitality arrangements, including events, promotional and food offers.
• Assists in resolving guest opportunities and/or conflicts in a fair and equitable manner.
• Enthusiastically supports, actively promotes, and demonstrates superior guest service (internal & external) in accordance with department and company standards and programs.
• Gathers information from targeted audience to track effectiveness of current programs and events.  
• Maintains the confidentiality of player information including, but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc. 
• Makes decisions regarding comps based on a consideration of recorded play, earned points, comp availability and guest profitability.
• Aids the Marketing department and supports Casino Hosts and Executive Casino Hosts as needed. 
• Adheres to all local policies, procedures, and operating guidelines. 
• Performs PENN Play functions, such as enrolling guests into the players club, maintaining accurate player tracking information, and communicating available offers. 
• Maintains an in-depth knowledge of the PENN Play program, casino promotions, events, and amenities; must have the ability to explain the program.
• Follows-up on service requests with appropriate departments on behalf of the guests and escalates to management as necessary. 
• Performs other job related and compatible duties as assigned.

• Must be at least 18 years of age.
• Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) years customer service experience and/or training; or equivalent combination of education and experience.   
• Must have a minimum of one (1) year Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games.   
• One (1) year of hosting experience with adequate customer following preferred.  
• Must have intermediate computer knowledge; MS Office (Word, Excel, and Outlook), Sales Force (CMS); ACSC preferred.  
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs  
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.  
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.  
• Must be able to maintain confidentiality and a high level of professionalism at all times.   
• Must have the ability to write reports and business correspondence.  
• Must possess excellent oral and written communication skills.  
• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions. 
• Must have the ability to interpret a variety of instructions (i.e., written, oral, etc.).  

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