Casino Host

Overview

CASINO HOST

DEPARTMENT:
Marketing EXEMPT (Y/N N) SALARY GRADE: NE

REPORTS TO:

Marketing Manager

Responsible for identifying, cultivating and retaining premium Slot & Table Games players, with a strong emphasis on new customer development, guest dispute resolution and analysis of all player rewards.

Note:

This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all of the possible duties that may be assigned.

• Act as the primary point of contact for VIP players and guests, providing a high level of customer service and personalized attention.
• Act as a resource to customers and fellow associates, by maintaining a working knowledge of the Company's facilities and special events, and advising customers of same, whenever possible.
• Greets customers on casino floor, establishing rapport with them, and providing Player rewards, based upon specific casino guidelines for levels of play.
• Promotes the success of the Player's Club, by explaining this marketing tool to customers, issuing membership cards and demonstrating the various methods of use.
• Proactively reach out to guests through phone calls, emails, and in-person interactions to promote upcoming promotions, special events, and exclusive offers.
• Develop and establish relationships with high value guests to encourage return visits and create guest loyalty.
• Develop offers and promotions in conjunction with marketing department to appropriately re-invest in high value guests.
• Resolves customer complaints, referring to the appropriate supervisor when necessary.
• Assists customers with reservations for restaurants, hotels and RSVP's for special events and entertainments.
• Facilitates the effective management of information, by attending regularly scheduled departmental meetings.
• Prepares correspondence, memos, forms, reports, and other miscellaneous paperwork, as needed.
• Augments special events, through active participation in same.
• Observes special events in the lives of our customers, by preparing and mailing birthday and/or anniversary cards, newsletters, and personal notes, each week a minimum of 10 contacts per shift.
• Records information on new customers, and updates computer files as needed.
• Assists the Slots Department with Jackpots, by providing photographic services and issuing player rewards to customers as Jackpots are awarded.
• Compiles customer feedback, and informs management of findings each shift.
• Responsible for maintaining a consistent, regular attendance record.
• Maintain a Club Player log book with pertinent information from each shift.
• Complies with and follows company and departmental policies and standard operating procedures, applicable governmental laws and regulations.
• Adheres to guest complimentary guidelines as defined by management.
• Must be able to use a Player Tracking System to review guest accounts for gaming activity, promotions, redemption of promotions and coupons.

Bachelor's degree from a four-year college or university is preferred but not required; or two to six years related experience and/or training; or an equivalent combination of education and experience.

Excellent communication skills and a friendly, outgoing personality required. Must be a self-starter, motivated, versatile and responsible.

Must be flexible to work different shifts, evenings, weekends, and holidays.

Knowledge of basic computer skills including Microsoft Word and Excel

Bilingual in English and Spanish required. Must possess strong skills in reading, analyzing, and interpreting standard documents, along with the ability to respond effectively to sensitive inquiries or complaints.

Ability to comprehend and apply basic principles of math, including addition, subtraction, multiplication, division and fractions.

Ability to apply principles of logical, common sense thinking to a wide range of intellectual and practical…