Racino Host

About the role

We assist in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner. We develop relationships with players to grow the customer base and increase Company revenues by ensuring customer retention and repeat business. We attract and manage customers through weekly telemarketing and in-person contact on the gaming floor. We exercise discretion to provide guests with hospitality arrangements, including rooms, food, beverages, and assist with special requests. We proactively seek out new business on the gaming floor, introducing the benefits of and soliciting enrollment for the Marquee Rewards program. We are highly knowledgeable of credit procedures, if applicable, and encourage the use of credit when appropriate and permissible by state regulatory law.

Responsibilities

• Resolves guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
• Develops relationship with players to grow customer base and increase Company revenues by assuring customer retention and repeat business.
• Attracts and manages customers through weekly telemarketing and in-person contact on the gaming floor.
• Exercises discretion to provide guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.
• Proactively seeks out new business on gaming floor, introducing the benefits of and soliciting enrollment for the Marquee Rewards program.
• Highly knowledgeable of credit procedures, if applicable. Encourages the use of credit and may extend lines of credit when appropriate and permissible by state regulatory law.
• Dedicates significant time being visible and available on the gaming floor in order to meet and greet guests during individual visits as well during special events.
• Makes decisions regarding valuable complimentary based on a consideration of recorded play, earned points, comp availability and customer profitability.
• Utilizes telemarketing, correspondence, referrals, email and events to solicit and grow existing business.
• Achieves departmental sales and growth goals.
• Develops in-house invitation lists for special events and other significant hosting events.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Attends and aids in the coordination of special events.
• Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow hosts.
• 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 variety levels of 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.
• Provides professional representation on behalf of the Company at internal and external meetings and events.
• 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.

Requirements

• Must have intermediate computer knowledge; MS Office Word, Excel, and Outlook, Sales Force CMS; ACSC preferred.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Must be able to maintain confidentiality and a high level of professionalism at all times.
• Must have the ability to write reports and business correspondence.
• Must possess excellent oral and written communication skills.
• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions.
• Must have the ability to interpret a variety of instructions.

Qualifications

• 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 have intermediate computer knowledge; MS Office Word, Excel, and Outlook, Sales Force CMS; ACSC preferred.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Must be able to maintain confidentiality and a high level of professionalism at all times.
• Must have the ability to write reports and business correspondence.
• Must possess excellent oral and written communication skills.
• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions.
• Must have the ability to interpret a variety of instructions.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to deal with problems involving several concrete variables in standardized situations.
• Must have the ability to apply commonsense understanding to carry out instructions furnished in written, oral