Job Description

Duties and Responsibilities

• Responsible for training and development of new Casino Hosts to include guest service standards and standard operating procedures for account-related transactions
• Provides feedback and mentors newer team members
• Assists Player Development management with special assignments
• Assists Casino Hosts in problem-solving and decision-making
• Assists in planning, organizing and filling VIP Events
• Participates in the execution of VIP Events to ensure guest service standards are met
• Attends off-site events with goal of developing and enhancing relationships with VIP guests
• Maintains relationships with Hosted Players assigned
• Processes and determines monthly incentives for high value guests
• Meets and greets guests on the casino floor, providing excellent guest service
• Establishes and maintains relationships with high value players to generate revenue
• Provides solutions to guest issues, concerns, and complaints
• Efficiently responds to high value guest requests and follows up in a timely matter
• Provides assistance to other departments including Credit/Cage, Rewards Club, Table Games, Slots and Food & Beverage
• Provides complimentaries to venues on property based on standard guidelines established by department
• Authorizes complimentaries outside of standard guidelines, based on guest’s level of play
• Provides accommodations to partner hotels and coordinates transportation requests
• Provides and updates current contact information
• Upsells current in house promotions to qualifying guests
• Identifies qualifying guests and authorizes the promotion to higher tier status
• Analyzes and re-evaluates mailer offers based on specified criteria to meet guest’s satisfaction
• Conducts weekly telemarketing to inactive guests to drive revenue
• Achieves daily contact quotas provided by Player Development management
• Attends weekly team meetings
• Other duties assigned

Education/Experience

• High school diploma or GED required. Bachelors’ Degree in Marketing or gaming-related field strongly preferred. Minimum three years’ experience in sales, customer service, casino host or marketing role.

Qualification Requirements

• Excellent communication and organization skills required.
• Must be a self-starter, motivated, professional, versatile and responsible.
• Must be able to work any shift, including nights, weekends and holidays.
• Must be proficient in Microsoft Office applications including, Outlook, Word and Excel.
• Must know how to manage time wisely and prioritize tasks in order to complete work in a timely manner.
• Must be able to operate mobile applications.
• Must be at least 21 years of age.