Racino Host

Responsibilities Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner. Develops relationship with players to grow customer base and increase Company revenues by assuring customer retention and repeat business. Attracts and manages customers through weekly telemarketing and in person contact on the gaming floor. Exercises discretion to provide guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests. Proactively seeks out new business on gaming floor, introducing the benefits of and soliciting enrollment for the Marquee Rewards program. Highly knowledgeable of credit procedures, if applicable. Encourages the use of credit and may extend lines of credit when appropriate and permissible by state regulatory law. Devotes significant time being visible and available on the gaming floor in order to meet and greet guests during individual visits as well during special events. Resolves guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner. Makes decisions regarding valuable complimentary based on a consideration of recorded play, earned points, comp availability and customer profitability. Utilizes telemarketing, correspondence, referrals, email and events to solicit and grow existing business. Achieves departmental sales and growth goals. Develops in-house invitation lists for special events and other significant hosting events. Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Attends and aids in the coordination of special events. Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow hosts. Utilizes Sales Force CMS tracking for all player contacts, profile preferences, and tasks. Completes all Sales Force task requirements in a timely manner. Reviews all monthly metrics with Manager and sets quarterly goals. Develops and maintains technical skills to maximize use of patron data systems. Establishes a direct line of communication with all service departments for the purpose of caring for variety levels of players. Monitors patron activity and profitability of all assigned players. 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. Provides assistance at special events as needed. Provides professional representation on behalf of the Company at internal and external meetings and events. Ensures interactions with internal and external guests follow the guidelines of customer service program. Adheres to all Corporate and local policies, procedures, and operating guidelines. Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management. This job description is not intended to be all-inclusive and team members may also be asked to perform other reasonable related duties as assigned. Hollywood Gaming at Mahoning Valley Race Course reserves the right to revise or change job duties and responsibilities as the need arises with appropriate notification to Team Members. 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 have intermediate computer knowledge; MS Office Word, Excel, and Outlook, Sales Force CMS; ACSC 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. 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. Other duties, as needed. Education and Experience Education and/or Experience: Bachelor’s degree from four-year college or university; or minimum of five years customer service experience and/or training; or equivalent combination of education and experience; Must have a minimum of one year Guest Service experience, including but not limited to Player Development, Slots, or Table Games; One year of hosting experience with adequate customer following preferred. 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 English may also be required. Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume and distance. Possess ability to operate an adding machine and have basic computer skills. 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. Certifications, Licenses, and Registrations Employee must be able to qualify for licenses and permits required by federal, state and local regulations. Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier. 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. Physically mobile with reasonable accommodations including ability to push, pull, carry and lift up to 25 lbs., and 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. Team Members must be drug free. Work Environment The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be exposed to toxic fumes and/or chemicals, odors, dusts, mechanical parts, electrical shock, and moving objects. Must be able to work in various weather conditions. The noise level in the work environment is usually moderate. All Team Members at Hollywood are under surveillance and audio surveillance in limited areas. Performance may be observed and recorded. Employee could be exposed to an environment containing unrestricted second-hand tobacco smoke. #J-18808-Ljbffr ViziRecruiter