Job Description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

The incumbent in this position is responsible for developing and coordinating programs to attract and host mid- to high-limit players to ensure guest satisfaction and repeat visits. The incumbent is also responsible for developing and establishing relationships with Hard Rock Casino Northern Indiana midrange gaming guests in order to encourage return visits and create guest loyalty. The position is called upon to interact frequently with mid- to high limit guests and make decisions regarding extensions of complimentary services and/or goods.

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Maximize customer development (new and existing) of higher worth guest and develop qualified players with the goal of growing a critical source of revenue working closely with the Director Player Development.
• Establish, coordinate and lead both on and off-site events for high limit guests.
• Capture and evaluate competitor information and provide feedback to the Director Player Development.
• Maintain up to date knowledge of all gaming machines, table games, promotions, special events and tournaments.
• Respond to guest requests, concerns, and complaints in a timely and complete manner.
• Grow customer share and increase gaming revenues from both slot and table guests.
• Generate incremental business, drive additional trips from loyal guests, utilizing written communication and telemarketing.
• Use computer database to identify target guests.
• Proactively develops events with other departments within marketing to develop additional guest relationships.
• Must maintain accurate knowledge of marketing promotions and maintain a high level of visibility on the casino floor.
• Display positive and professional attitude and presentation at all times when communicating with guest.
• Maintain strong relations with VIP Services and outside vendors to ensure that all complimentary interfacing and expenses are accurate and consistent with agreed upon arrangements.
• Must be flexible schedule including nights, weekends, holidays with the understanding days off will fluctuate.
• Must be able to work in a smoke-filled environment.
• Performs all other duties as assigned and adheres to all Indiana Gaming Regulations and Departmental Standard Operating Procedures.

NON-ESSENTIAL JOB FUNCTIONS

• Attend seminars when needed.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

Bachelor’s in Business, Marketing or related field or 3-5 years host experience or previous gaming experience dealing with high Asian clientele preferred; or an equivalent combination of education and/or work experience. Prior experience in the Gaming industry required.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses / certifications per Federal, State, and Indiana Gaming Commission.

• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be able to address stressful situation with guests with dignity and the utmost tact and politeness.
• Must be twenty-one (21) years of age.
• Must be able to work holidays and weekends, as well as flexible shifts.

KNOWLEDGE OF:

• Understanding of and experience in the property’s regional gaming market.
• Operations, services and activities of a comprehensive marketing and database programs.
• The Gaming industry, including principles and practices of a capital and operations budget.
• Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
• Pertinent federal, state, and local laws, codes, and regulations.

ABILITY TO:

• Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Routinely go above and beyond in the accomplishment of position responsibilities to play a role in the achievement of organizational goals.
• Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Communicate clearly and concisely, both orally and in writing.
• Analyze marketing and promotions data.
• Be a strategic, analytical, ethical, and effective motivator.
• Operate various types of office equipment.
• Establish and maintain effective working relationships with those contacted during work.
• Be flexible to work varying shifts and time schedules as needed.
• This position spends time on the Casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of team members assigned to this job. The Team Member understands that employment with the Company is at-will and that no express and/or implied contract of employment exists unless it is in writing and signed by the Department Head. The Team Member further understands that conditions may require the Company to modify this Job Description and that the Company reserves the right to exercise its discretion to make such changes.