Executive Host

2 Months ago • 3 Years + • Operations • Account Management

Job Summary

Job Description

The Executive Host manages a VIP team, overseeing VIP Associates and Hosts. Responsibilities include training, comping decisions, scheduling, performance reporting, and generating incremental gaming revenue. The role involves building and maintaining a portfolio of high-value accounts, anticipating player needs, and providing exceptional customer service. This includes personalized communication, managing hospitality events, and understanding player profiles. The Executive Host will also contribute to process improvement initiatives, collaborate with the Regional Director, and ensure compliance with regulations. Additional responsibilities include managing outbound initiatives, participating in marketing events, and developing team members' relationships.
Must have:
  • 3+ years gaming experience (online or brick-and-mortar)
  • 1+ year online gaming operation experience
  • 2+ years sales experience
  • Excellent communication and computer skills
  • Proficient in data management tools
  • Ability to manage difficult customer interactions
Perks:
  • Competitive compensation
  • Fun work environment
  • Education & conference reimbursements
  • Parental leave top-up
  • Career progression opportunities

Job Details

PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. From casinos and racetracks to online gaming, sports betting and entertainment content, we deliver the experiences people want, how and where they want them.

We’re always on the lookout for those who are passionate about creating and delivering cutting-edge online gaming and sports media products. Whether it’s through ESPN BET, Hollywood Casino, theScore Bet Sportsbook & Casino, or theScore media app, we’re excited to push the boundaries of what’s possible. These state-of-the-art platforms are powered by proprietary in-house technology, a key component of PENN’s omnichannel gaming and entertainment strategy.

When you join PENN Entertainment’s digital team, you’ll not only work on these cutting-edge platforms through theScore and PENN Interactive, but you’ll also be part of a company that truly cares about your career growth. We’re committed to supporting you as you expand your skills and explore new opportunities.

With locations throughout North America, you can build a future at PENN Entertainment wherever you are. If you want to challenge conventions in gaming, media and entertainment, we want to talk to you.

About the Role & Team

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. 

About the Work

  • 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.

About You

  • 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  

What We Offer

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

#LI-Remote

Check out our LinkedIn page!

Recently being recognized as a top workplace in the United States, we believe people work their best when they can be themselves. We are looking for hungry, innovative thinkers to help us challenge the status quo of the gaming industry.  Diversity, equity, and inclusion are vital to all of our processes, programs, and structures. Your story, who you are, and your experience matter here.

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About The Company

Penn Interactive (PI) is an interactive gaming company headquartered in Philadelphia,PA with offices in Greenfield, MA, and Cherry Hill, NJ. As the digital arm of PENN Entertainment (NASDAQ: PENN), North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences, we are poised for fast-paced growth in the sports betting and online casino space. We have teamed up with theScore to create a unique and exciting sports betting experience through our retail books and the Sportsbook mobile apps.

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