Casino Host

Job Description

CASINO HOST

DEPARTMENT: Marketing EXEMPT (Y/N N

SALARY GRADE: NE REPORTS TO: Marketing Manager

SUMMARY:

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES: This lost 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.
• Acts 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 guest 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

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

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.

Knowledge and skills:

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

LANGUAGE SKILLS:

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.

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

Ability to apply principles of logical, commonsense thinking to a wide range of intellectual and practical problems.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an Employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Employee is regularly required to talk or hear. The Employee is regularly required to stand; walk; sit; and use hands to finger, handle, or feel objects, tools or controls. The Employee is occasionally required to reach with hands and arms, and stoop, crouch, crawl or kneel.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an Employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually loud.

Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.

Signature: _________________________________ Date_______________________