Casino Host; Slots

Job Overview

The Casino Host/Hostess acts as the first point of contact for our guests and plays a key role in crafting exceptional VIP engagement experiences. This position professionally manages guest experiences in an active, hands-on manner, via collaborative coordination of individual and event-based experiences with multiple internal stakeholders, both on-site and at third-party venues. This role reports to the Player Development Manager.

• Actively and continually cultivating and organizing individual VIP guest knowledge base, built on a high level of personal detail retention such as general gaming likes and dislikes, dining preferences, sport/entertainment/personal interests.
• Creating and catering to experiences with the goal of engaging interests to drive repeat attendance and engagement, and VIP guest retention.
• Leveraging VIP guest knowledge to drive additional engagement and event attendance.
• Completing administrative tasks associated with player development, as well as engaging with interdepartmental stakeholders to provide feedback on guest experiences, successes, challenges and potential new engaging events and/or experiences.
• Building, retaining and growing VIP player database.

• Engaging in direct personalized marketing events via in-person interactions, as well as social media, email/calls.
• Executing internal and external loyalty programs, events or device launches via direct VIP guest engagement.
• Participating in the development and maintenance of marketing tracking tools, databases, etc.
• Analytical tracking of VIP player visitations, event participation, average bets per spin, preferred games or game types.
• Determining complimentary item per VIP guest distribution via tracking tools.
• Actively maintains and builds on the ACE Casinos brand- as the industry leader in exceptional VIP guest experiences and services.

• Oversee and seek continuous improvement of the delivery of services to VIP guests.
• Completion of detailed post-event, promotion or engagement reports.
• Collection and tabulation of internal engagement costing on micro and macro levels.
• Monitor and adapt VIP guest experience during live events or promotions- includes monitoring event area activities, cleanliness, service levels and driving engagement or conversation.
• Complete reservations or event seating, upon request or as directed.
• Respond to VIP guest concerns, feedback and respond or elevate as necessary.
• As necessary, tend directly to major electronic devices which may require removal of electronic parts.
• Other duties as assigned or directed.

• High school diploma or equivalent.
• Post-secondary Hospitality Diploma or equivalent, considered an asset.
• Previous Casino Host experience specific to gaming or slots, considered an asset.
• Minimum one (1) year tradeshow/event hosting considered an asset.
• Minimum one (1) year host/Maître d experience considered an asset.

• Proven excellent customer service focus.
• Experienced and comfortable public speaking- small to large group engagement and events.
• Professional and engaging demeanor, capable to tactfully engage patrons.
• Exceptional English verbal and written communication skills, with an emphasis on sales, engagement and positive experience generating.
• Basic to intermediate knowledge of MS Office Suite (Outlook, Word, PowerPoint and Excel).
• Maintain focus in a high volume, high engagement environment while achieving assigned goals and tasks.
• Lead, engage and adapt in high or low attendance events.
• Accountable, dependable and collaborative with all levels of internal leadership.

• Must be at minimum 18 years of age or older.
• Must have a valid,…