Job Description

WE LOVE OUR WORK.

ESSENTIAL DUTIES AND RESPONSIBILITIESThe following and other duties may be assigned as necessary:

• Complete the entire 6-month program at the Hollywood Casino Columbus property.• Responsible for educating patrons on the value and benefits of the loyalty program; actively drives new enrollments and assists patrons with questions as they relate to the property and loyalty program. Also assists guests with downloading, navigating, and troubleshooting the PENN Play app to ensure a seamless experience. • Identifies opportunities to engage guests who are not yet enrolled in the loyalty program and converts them into new members through proactive interaction.• Assists and supports the Marketing Department with casino promotions and events on select shifts by engaging directly with guests to support their visits and overall experience.• Proactively assists customers (internal and external) with questions, concerns, and issues in a friendly and professional manner.• Assists guests by directing them to appropriate areas and contact department for guest needs. • Maintains up-to-date information of casino events, promotions, and digital tools to ensure guests receive accurate and prompt information when requested.• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. • Adheres to all company, state, and regulatory policies and procedures. • Responsible for ensuring the compliance with all regulatory requirements within area of responsibility and reporting potential issues to management.• Maintains strict confidentiality in all departmental and company matters.• Performs all other related and compatible duties as assigned.

BRING US YOUR BEST.

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.

• Actively attending a four-year college or university with a study in a related field or be a recent college graduate.• Must be able to obtain and hold a gaming license within the State of Ohio.• Must be proficient in Microsoft Office Applications.• High school diploma or GED required; customer service, hospitality, or promotional experience preferred; or equivalent combination of education and experience.• Must be comfortable using mobile apps and assisting guests with basic technology, including downloading and troubleshooting the PENN Play app.• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. • Must have an outgoing, energetic, and enthusiastic attitude with a passion for engaging guests.• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. • Must be comfortable initiating conversations and creating a fun environment with our guests.