CASINO HOST-TALKING STICK RESORT

Under the direction of the Player Development Manager/Player Development Vice President, the Casino Host is responsible for building guest loyalty using relationships, sales, and telemarketing skills. This role generates gaming revenue through premium guests, maintaining and growing a book of business totaling 300-400 players. Responsibilities include leveraging exclusive access to events, fine dining, golf, and other amenities, supported by a Customer Relationship Management (CRM) tool.

Responsibilities

• Generate and meet casino revenue growth goals using sales techniques and the CRM tool QCI.
• Negotiate with high-value guests to drive additional visits and increase revenue.
• Develop new VIP accounts while maximizing existing VIP relationships using the active database and CRM.
• Encourage the use of the Salt River Rewards Card by rewarding rated play with complimentary rewards for qualified guests.
• Negotiate the dollar amount of comps given to casino guests while maintaining guest satisfaction and adhering to ROI policies.
• Assist with comps for players in table games and slots, working closely with respective teams.
• Learn and document guests’ preferences in the CRM system.
• Respond to qualified guest requests, questions, or problems in a timely manner.
• Be available to take calls from their book of business during and after hours to assist VIP guests.
• Notify VIP guests about services, promotional opportunities, and special events via telemarketing.
• Assist VIP Ambassadors, Executive Hosts, and other team members in arranging hotel, limo, room amenities, golf, spa reservations, and other guest needs.
• Determine player eligibility for complimentary services by analyzing theoretical and win/loss ratings.
• Build loyalty among VIP customers through relationship development, marketing, and upscale sales techniques.
• Maintain relationships with VIP guests through personal contact, phone, and in-person interactions to grow gaming revenue.
• Spend significant time customer-facing, participating in special events and social functions both on and off property.
• Coordinate with other team members and management to ensure flawless service delivery across gaming, hotel, food & beverage, and other departments.
• Support and cultivate new ideas to deliver enterprise goals, including the creation and execution of VIP events.
• Enforce all applicable regulations under the Code of Federal Regulations, Title 31, Chapter X, including observing and reporting suspicious activity.
• Maintain up-to-date knowledge of regulations through annual Title 31/Anti-Money Laundering training.

Requirements

• High School Diploma or GED required; college degree or equivalent experience preferred.
• Three to five years of sales experience in a fast-paced casino/hotel environment.
• Excellent PC skills and knowledge of Microsoft Office applications.
• Ability to develop a strong working knowledge of Casino Marketplace and generate reports from the software.
• Ability to work independently and exercise good judgment in adverse situations.
• Strong time management skills to handle multiple tasks simultaneously.
• Ability to listen and respond to visual and aural cues.
• Professional appearance and demeanor.
• Strong interpersonal, communication, problem-solving, and analytical skills.
• Detail-oriented mindset to ensure seamless end-to-end customer experiences.
• Excellent networking, oral, and written communication skills.
• Knowledge of casino operations, negotiation, sales, and marketing.
• Flexible schedule, including nights, weekends, and holidays.
• Ability to read, write, speak, and understand English; bilingual strongly preferred.

Physical Demands

• Regularly required to stand for prolonged periods, walk, use hands and fingers, reach with hands and arms, and talk or hear.
• Must regularly lift and/or move up to 25 pounds.
• Requires close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

• Regularly exposed to secondary smoke.
• Noise level in the work environment is usually loud.