Junior Casino Host

POSITION SUMMARY

The incumbent is responsible for effectively communicating the Player’s Club program, determining qualification for complimentary services, informing guests of all aspects of the program, and promoting it to casino floor guests.

• Creates an atmosphere that encourages guests to choose Hard Rock Casino Bristol.
• Builds and retains guest relations and mentors team members to provide superior service.
• Services all customers at the customer service booths and VIP room, greets bus arrivals, conducts property tours, and assists in promotional events.
• Provides excellent service to mid‑ and high‑end guests, including information on comp limits, special services, amenities, and targeted events.
• Approves and issues limited comps to mid‑ and high‑end rated players according to established guidelines.
• Coordinates comp paperwork (room, food and beverage, special events, and transportation) for Casino/Executive Host, VIP Services, and casino personnel.
• Handles reservation requests for special events and necessary accommodations for mid‑ to high‑end guests.
• Manages difficult customer interactions and directs disputes to appropriate authorities.
• Controls and monitors access to VIP amenities, tracking each member’s visits.
• Executes all player recognition programs (e.g., member card, cash‑back programs, comping).
• Maintains a positive attitude and high service standards.
• Responds promptly and courteously to customer and co‑worker inquiries.
• Performs data entry, documentation, inventory, and administrative duties accurately and efficiently.
• Adheres to company policies, procedures, and practices; reports irregularities when identified.
• Complies with Virginia Gaming Regulations and attends required seminars.

• High school diploma or equivalent.
• Two months of on‑the‑job training or related customer service experience.
• Computer literacy and proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.
• Strong oral and written English communication skills.
• Excellent phone etiquette and guest relations skills.
• Multilingual skills preferred.

• Must obtain and maintain all required federal, state, and Virginia Lottery licenses and certifications.
• Must pass a background check and drug screening.
• Prior gaming industry experience strongly preferred.
• Must be 21 years of age or older.
• Must be able to work holidays, weekends, and flexible shifts.

• Regional gaming market and casino marketing functions (database, advertising, branding).
• Procedures, methods, and equipment, including computers and software applications.
• Federal, state, and local laws, codes, and regulations.
• Cash handling, marketing, and sales techniques.

• Use card punch machine and slot card computer system to read, update, and manage guest records.
• Deliver a service level that creates a welcoming, memorable experience for guests.
• Go above and beyond to achieve organizational goals.
• Present a professional appearance with enthusiasm and an outgoing personality.
• Communicate clearly and concisely, both orally and in writing.
• Operate various office equipment and maintain effective working relationships.
• Adapt to varying shifts and time schedules as needed.
• Work effectively on the casino floor, managing crowds and noise levels.

Salary: $39,900 – $58,900 per year.

Comprehensive benefits package supporting health, retirement, and work‑life balance. Benefits vary with employment status.