The Poker Host position is responsible for developing and maintaining valuable relationships with players through exceptional customer service skills. The Poker Room Host contributes to our continued business success by providing unsurpassed guest service, personal and professional dedication to our Mission, Vision, and Values, and demonstrating a high level of integrity and ethical standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

The following and other duties may be assigned as necessary:

• Provide friendly, fast, and helpful customer service to all guests and team members

• Greet guests as they enter the Poker Room, take guest’s name and register guest by entering the information into the automated poker scheduling/seating system.

• Answer Poker Room telephone and take guest information and register them electronically.

• Monitor seating lists and seat guests as space/games become available.

• Guide new guests through the buy-in and seating process.

• Run chips for guests by receiving guest’s request and bringing the chips to the guest.

• Convert currency for gaming chips from the chip bank.

• Maintain a professional, friendly and courteous atmosphere providing the customer with a pleasant gaming experience.

• Resolve guest general concerns and direct guests to Poker Shift Manager as needed.

• Explain and interpret basic rules of poker and betting.

• Advised Poker Shift Manager of any player disputes or arguments that may arise during the game.

• Establishes a direct line of communication with all service departments for the purpose of caring for variety levels of players.

• Perform job duties in full compliance with departmental Internal Controls, policies, procedures, and regulations.

• Devotes significant time being visible and available on the casino floor to meet and greet guests during individual visits as well during special events. 

• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs

• Must have intermediate computer knowledge; MS Office (Word, Excel, and Outlook), Sales Force (CMS); ACSC preferred.

• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

• Perform other duties as assigned

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.

• High School diploma or equivalent is required. 

• One (1) year of hosting experience with adequate customer following preferred.

• 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 be able to always maintain confidentiality and a high level of professionalism.

• Must possess excellent oral and written communication skills.

• Must have the ability to interpret a variety of instructions (i.e., written, oral, etc.).

• Ability to earn and maintain TiPS certification.

SUPERVISORY RESPONSIBILITIES                   

This job does not have supervisory responsibilities.

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.

Must obtain a First Aid/AED certification.  Must successfully complete C.A.R.E or TIPS training.

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 represent those that must be met by a team member to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The team member 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 team member must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 75 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.

WORK ENVIRONMENT

The work environment characteristics described here represent what 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. The noise level in the work environment is usually very loud. Team member will be exposed to an environment containing unrestricted secondhand tobacco smoke.