Entertainment & Gaming, Event Manager ​/ Planner, Customer Service Rep

Location: Omaha, NE
Department: Marketing / Casino Operations
Status: Full-Time
Salary: BOE (Based on Experience)

The Executive Host is responsible for developing and maintaining relationships with mid- to high-limit players to enhance guest satisfaction, increase loyalty, and drive repeat visitation. This position serves as a key ambassador for War Horse Gaming Omaha by providing exceptional guest service, coordinating VIP experiences, and promoting casino amenities, events, and promotions. The Executive Host ensures compliance with company policies, internal controls, and all applicable gaming regulations.

• Practices, supports, and maintains the Mission, Vision, and Values of War Horse Gaming Omaha, LLC.
• Develops and maintains strong relationships with valued guests through personalized service and consistent communication.
• Markets gaming products, promotions, entertainment, and property amenities to existing and prospective guests.
• Greets guests and participates in casino events, VIP functions, and special promotions.
• Tracks guest visitation patterns and coordinates accommodations and complimentary services in accordance with established guidelines.
• Issues and promotes Player's Club memberships and related promotional programs.
• Drives gaming revenue growth through the development and management of a targeted guest base.
• Maintains accurate guest profiles and visit histories to support future guest engagement.
• Protects guest rewards, benefits, and credit privileges while ensuring confidentiality.
• Resolves guest concerns, complaints, and discrepancies in a professional and timely manner.
• Coordinates special guest services including dining, transportation, entertainment, VIP experiences, and cross-property events.
• Delivers exceptional customer service and ensures a positive guest experience at all times.
• Promotes property offerings, amenities, entertainment, special events, and marketing promotions to increase property visits and guest loyalty.
• Builds player revenue through networking, relationship development, and outbound guest communications.
• Reviews player activity reports and financial performance metrics to evaluate success and identify growth opportunities.
• Maintains a visible presence on the gaming floor and at VIP events to foster guest relationships.
• Represents the Company at promotional events, entertainment functions, and community activities both on and off property.
• Attends departmental and company meetings as required.
• Maintains current knowledge of gaming products, player tracking systems, promotions, events, entertainment offerings, and property information.
• Monitors competitor promotions and industry trends.
• Performs other duties as assigned.

• Must be at least 21 years of age.
• High School Diploma or equivalent required;
  Bachelor's degree preferred.
• Minimum of five (5) years of Host experience in a large-scale gaming operation with both Slot and Table Games.
• Established player following with demonstrated success in guest development and retention.
• Comprehensive knowledge of player tracking systems and industry-standard complimentary programs.
• Experience working in a highly guest-focused hospitality or gaming environment.

• Proficiency in Microsoft Office Suite and related business software.
• Strong organizational skills and attention to detail.
• Excellent analytical, problem-solving, and decision-making abilities.
• Outstanding interpersonal, communication, and relationship-building skills.
• Professional phone etiquette and guest service skills.
• Ability to maintain confidentiality and exercise sound judgment.
• Ability to work independently while contributing to a team-oriented environment.

• Guest Focus
• Initiative
• Teamwork Orientation
• Communication Proficiency
• Ethical Conduct
• Problem Solving & Analysis
• Decision Making
• Flexibility
• Stress Management & Composure

• Must be available to work flexible schedules, including evenings, weekends, holidays, and special events.
• Frequent interaction with guests in a casino environment.
• Exposure to secondhand smoke and moderate noise levels.
• Occasional overtime may be required based on business needs.

• Primarily local travel during the business day.
• Occasional overnight and out-of-area travel may be required.

• Must be able to obtain and maintain a Nebraska Gaming License.
• Valid Driver's License required.
• Position includes authority related to complimentary services and guest hospitality programs.

• Ability to stand and walk for extended periods.
• Ability to move throughout the property to interact with guests and attend events.
• Ability to lift and carry up to 15 pounds.
• Ability to communicate effectively in person, by phone, and in writing.
• Ability to perform the essential functions of the position with or without reasonable accommodation.

War Horse Gaming Omaha, LLC is an Equal Opportunity…