Casino Host (Table Games Focus)

About the Role

The Casino Host is responsible for developing and coordinating programs to attract high-limit players and host such guests to ensure guest satisfaction and repeat visits. This role requires superior communication and judgmental skills to interact frequently with high-limit guests and make decisions regarding the issuance of complimentary items. The Host exemplifies the company mission of providing Hometown Hospitality and delivering Fun while supporting core values of Fun, Friendly, and Community.

The Casino Host grows the customer database of hosted players through one-on-one interactions and works cross-functionally with all departments to develop, implement, and monitor the annual business plan to achieve planned revenue and profits.

Responsibilities

• Implement strategies and programs to cultivate the market for new and existing high-limit casino guests.
• Ensure all hosted guests stay informed of special events, promotions, and entertainment through direct mail, social media, telemarketing, etc.
• Coordinate guest rooms, meals, and show reservations, and assist guests with questions and special requests to ensure their maximum convenience and comfort.
• Organize special functions (parties, tournaments, etc.) and participate in telemarketing efforts to invite guests to events, individual visits, or obtain feedback on customer satisfaction.
• Assist in the creation of action plans and goals for the department.
• Maintain good communication with co-workers and a positive, professional work environment.
• Facilitate the flow of information throughout the player development area by organizing and presiding over regularly scheduled meetings.
• Maintain accurate and thorough records and reports.
• Ensure a maximum level of guest service and satisfaction with high-end guests is achieved and maintained.
• Attend Marketing meetings as a source of knowledge concerning Player Development employees' participation in upcoming promotions.
• Achieve specific revenue goals by developing new and existing high-end play.
• Develop new premium players by identifying their interests and encouraging return trips through player events, personalized notes, follow-up phone calls, etc.
• Maintain strict confidentiality of guest information.
• Enthusiastically support, actively promote, and demonstrate superior customer service in accordance with department and company standards.
• Act as an effective communicator to ensure consistent, accurate, and timely information is provided across all shifts.
• Perform all job duties in a safe and responsible manner.
• Perform other duties as assigned by department and/or company management.

Requirements

• Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Use all equipment associated with the position, including computer keyboards.
• Interpret and follow through on a variety of instructions furnished in written, oral, diagram, or schedule form.
• Effectively communicate with all levels of team members as well as outside contacts.
• Resolve problems and conflicts in a diplomatic and tactful manner.
• Flexibility to work all shifts, including holidays, nights, weekend hours, and overtime as business needs dictate.
• Physical mobility with reasonable accommodations, including the 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 in varying work areas.

Qualifications

• Minimum of 18 years of age.
• Experience in gaming operations.
• Gregarious, results-oriented, hands-on professional with the ability to interact effectively with the public, staff, and colleagues.
• Bachelor’s degree from a four-year college or university; or a minimum of 1 year of experience in a comparable position; or equivalent combination of education and experience is preferred.
• Excellent communication skills, both written and oral.
• Ability to read, analyze, and interpret technical procedures, government regulations, business periodicals, instructions, and correspondence/memos.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, staff, guests, and the general public.
• Working knowledge of Excel and Word required.
• Attention to detail and accuracy.
• Ability to maintain confidential information.

Compliance Responsibilities

• Attend required training sessions offered by the casino.
• Obtain required license(s).
• Perform duties in compliance with local laws and regulations.
• Take necessary steps to ensure minors are not allowed to gamble, loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of ordinances, regulations, laws, policies, and procedures relating to the team member’s department.
• Have knowledge of the Property’s programs to address problem gambling.
• Consult with appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with state regulations and Systems of Internal Controls.
• Investigate exceptions, fraud, and potential violations, and report such instances to the appropriate levels of management.
• Report any acts of wrongdoing on behalf of any Team Member that they have knowledge of.