Job Title

PENN Entertainment, Inc. is North Americas 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.Were always on the lookout for those who are passionate about creating and delivering cutting-edge online gaming and sports media products. Whether its through Hollywood Casino, theScore Bet Sportsbook, or theScore media app, were excited to push the boundaries of whats possible. These state-of-the-art platforms are powered by proprietary in-house technology, a key component of PENNs omnichannel gaming and entertainment strategy.When you join PENN Entertainments digital team, youll not only work on these cutting-edge platforms through theScore and PENN Interactive, but youll also be part of a company that truly cares about your career growth. Were 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 WorkEstablish and maintain a portfolio of top tier VIP accountsGenerate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needsContribute to process and compliance initiatives that improve operations, efficiency, and service and provide coaching to improve team performanceLead Host and Associate team reporting to the Regional Manager of Player Development with weekly updates and reviews of individual host and associate performanceManage all aspects of the relationship with the player, including hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessaryMaintain a personalized relationship with players 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 individualAssist host and associate level employees with developing their relationshipsThorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platformsCommunicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed membersUtilize daily reporting and analysis to assist with making sound business decisionsAssist the Regional Director of Player Development with the implementation and adoption of all new initiatives and policies, including sales performance programsMonitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescalesEnsure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectivelyFully complies with and upholds company expectations including policies, procedures, department goals and business strategyConducts themselves with the highest level of integrity and honestyHandles difficult customer interactions and situations in a calm, professional and reasonable mannerTasked with managing outbound initiatives to fill special events, while also participating in offsite marketing eventsOther duties as requiredAbout YouAt least 3 years of gaming experience either online or with a brick and mortar casinoAt least 1 year of experience with an online gaming operationAt least 2 years of experience in a sales related roleProven experience in online gaming, customer service, concierge, luxury telemarketing or other account managementExcellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquettePositively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditionsAbility to review and comprehend player tracking screens, reports, and all other necessary information and documentationAbility to communicate effectively with external contacts and all levels of employeesThe ability to travel and attend both on and off property events throughout the United States and CanadaWill attend high level events designed for our top customers with minimum supervision and oversee team members at said eventsMUST HAVE: Passion for sports, casino and/or sports & casino bettingWhat We OfferCompetitive compensation packageFun, relaxed work environmentEducation and conference reimbursementsParental leave top upOpportunities for career progression and mentoring othersPenn Interactive is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.Note: Some job site boilerplate about alerts, accepted file types, or manual entry has been removed to focus on the core responsibilities and qualifications of the role. #J-18808-Ljbffr