Casino Host

Responsibilities

• Assists in resolving guest opportunities, conflicts, and complaints on behalf of the company in a fair and equitable manner.
• Develops relationships 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 casino floor. Exercises discretion to provide guests with hospitality arrangements, including rooms, food, and beverages; assists with special requests.
• Proactively seeks out new business on casino floor, introducing the benefits of and soliciting enrollment for the player 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.
• Devotes significant time to being visible and available on the casino floor in order to meet and greet guests during individual visits, as well as during special events.
• Makes decisions regarding valuable complimentaries 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 departmental 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 Salesforce (CMS) tracking for all player contacts, profile preferences, and tasks. Completes all Salesforce 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 a variety of levels of players.
• Monitors patron activity and profitability of all assigned 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 the customer service program.
• Adheres to all Corporate and local policies, procedures, and operating guidelines.
• Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management.
• Maintains strict confidentiality in all company matters.

• Bachelor’s degree (B.A./B.S.) from four-year college or university; or minimum five (5) years of customer service experience and/or training; or equivalent combination of education and experience.
• Must have a minimum of one (1) year of 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. Must have exceptional customer service and interpersonal skills.
• Must have excellent written and verbal communication skills; must be fluent and literate in English.
• Must have intermediate computer knowledge and be proficient in Microsoft Office applications (Word, Excel, and Outlook);
  Salesforce (CMS) and ACSC experience preferred.
• Ability to add, subtract, multiply, and divide in all units of…