VIP Executive Host

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 Hollywood Casino , the Score Bet Sports book , or the Score 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 the Score 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 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…