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 an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.
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WE LOVE OUR WORK. Responsible for supervising and managing staff in the Player Development department. Develops, implements, and manages operational goals and monitors achievements of performance and profit objectives in defined area. Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction. Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager. Develops and implements VIP player programs/events to create guest loyalty and return guest visits. Administers and oversees player coding in Salesforce and monitors team member progress. Prepares and distributes daily and weekly reports for own department, other departments and management in regards to scheduled VIP player property visits. Assists players in making arrangements for hotel and restaurant reservations and other amenities in absence of Hosts. Responsible for coaching and providing necessary pathways to Hosts to achieve their Salesforce goals. Develops and implements VIP player discretionary comping guidelines. Makes final decisions regarding valuable complementaries based on a consideration of recorded play, earned points, comp availability and customer profitability. Resolves VIP guest opportunities, conflicts, and complaints on behalf the Company in a fair and equitable manner. 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. Represents the Company for VIP player outings and events as needed. Provides professional representation on at internal and external meetings and events. Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals. Enhances guest interactions by providing a friendly greeting, offering directions, answering questions, making announcements, and creating an upbeat and positive atmosphere. Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM. Maintains strict confidentiality in all departmental and company matters. BRING US YOUR BEST.SUPERVISORY RESPONSIBILITIES
Responsible for staff development and training programs. Responsible for rewards and recognition program to maximize employee engagement. Evaluates team members within department and delivers constructive feedback to employees in regards to performance. Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs. Manages work procedures and expedites workflow. Responsible for employee performance (disciplining, coaching, counseling).
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.
Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) years in a customer service leadership role and/or training; or equivalent combination of education and experience. Must have a minimum of two (2) years Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games. Two (2) years of hosting experience with adequate customer following preferred. Must have excellent verbal, written, and interpersonal skills. Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook). Strong client interface and presentation skills preferred. 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. 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. Must have demonstrated ability to drive toward results.
LANGUAGE SKILLS
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.
REASONING ABILITY
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.
The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
WORKING CONDITIONS:
The working conditions described here are representative of those that must be met by a team member to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Exposure to casino related environmental factors including but not limited to excessive noise, lights, and stress related to servicing customers in a high-pressure and fast-paced environment. Moderate to high noise levels. Must be able to stand for an entire shift and be able to move throughout the Casino area(s). Varied shifts, including weekends, holidays, and during peak sporting events. Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate. STAY IN THE GAME. FOLLOW US.We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.
Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet.
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Equal Opportunity Employer
STARTING SALARY Starting at $65,000, based on applicable experience Connect With Us! Not ready to apply? Connect with us for general consideration.