Executive Casino Host

About the role

We’re looking for someone who loves to have fun and wants to be part of an exciting industry. This role involves assisting guests, developing relationships with VIP players, and managing their accounts.

Responsibilities

• Affords guests opportunities, resolves conflicts, and handles complaints fairly and equitably.
• Develops relationships with VIP players to grow the player base and increase revenues.
• Manages VIP customers through weekly telemarketing and in-person contact on the casino floor.
• Provides hospitality arrangements for VIP guests, including rooms, food, beverages, and assists with special requests.
• Resolves VIP guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
• Makes decisions regarding valuable complimentary items based on recorded play, earned points, comp availability, and customer profitability.
• Solicits high-value players and grows existing business through telemarketing, correspondence, referrals, email, and events.
• Achieves departmental sales and growth goals.
• Develops and maintains in-house invitation lists for special events and other significant hosting events.
• Supports, promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Assists in planning and executing special events and programs to stimulate revenue growth, improve operational costs, and enhance customer service levels.
• Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks.
• Completes all Sales Force task requirements in a timely manner.
• Reviews all monthly metrics with Manager and sets quarterly goals.
• Develops and maintains technical skills to maximize use of patron data systems.
• Establishes a direct line of communication with all service departments for the purpose of caring for high value players.
• Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Provides assistance at special events as needed.
• Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow hosts.
• Supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Ensures interactions with internal and external guests follow the guidelines of customer service program.
• Adheres to all Corporate and local policies, procedures, and operating guidelines.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Provide positive communication and use Red Carpet Training skills with every patron and co-worker.
• Perform duties in a safe manner; report any potential safety hazards to management staff.
• Perform any reasonable, temporarily assigned job duties outside the position’s job description, where, in the Company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service.

Requirements

• Must be 21 years of age.
• Read, write legibly, understand and speak English.
• Able to tolerate second-hand smoke, noise, bright lights.
• Able to work at a fast pace in often crowded/noisy environment.
• Meet professional appearance standards as prescribed by company policy.

Qualifications

• Minimum of five (5) years customer service experience and/or training, or equivalent combination of education and experience.
• Minimum of one (1) year Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games.
• One (1) year of hosting experience with adequate customer following preferred.

Skills

• Intermediate computer knowledge; MS Office (Word, Excel, and Outlook), Sales Force (CMS); ACSC 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.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Excellent oral and written communication skills.
• The ability to identify problems, collect data, analyze, and draw valid conclusions.
• The ability to interpret a variety of instructions (i.e., written, oral, etc.).

Benefits

Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Pay

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience.

Schedule

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being.