Job Description

Reporting to the Director of Casino Marketing, the Senior Executive Casino Host is responsible for working with and developing VVIP casino customers based on their gaming worth. This will include acquiring new customers as well as developing existing guests who qualify to be assigned to a Senior Executive Casino Host. The development of these customers will utilize all available tools required to drive incremental visits, including phone calls, emails, texts, mail, and invite-only special events.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Manage group of assigned players, handling inbound services (Acquisition and Retention), while performing outbound sales services (Growth and Reactivation) according to defined and targeted lists of Sales Leads provided by the Marketing.
• Coordinate with team members to properly retain customers across all Casino Marketing segments.
• Help with Special Events and Promotions as needed. Work with the Special Events and Promotional Manager to understand possible shift changes and schedule changes in order to fulfill promotional needs.
• Work closely with the Database Marketing Manager to receive timely call lists and reinvestment lists.
• Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix. Award customer complementaries based on gaming action and program guidelines.
• Ensure the effective implementation of hosted player events by taking responsibility for all aspects of the event from concept to delivery.
• Maintain a high standard of courtesy, confidentiality, and professionalism.
• Maintain discretion in communication to or about customers and player accounts or circumstances.
• Supervise special events and ensure the highest level of customer delivery and satisfaction.
• Review daily and weekly shift reports.
• Work with gaming and corporate analysts to identify and evaluate strategic objectives.
• Minimize business risk by ensuring compliance with legislation and internal policies and procedures.
• Ensure the highest degree of customer service delivery by casino staff throughout the complex.
• Coordinate guest visits including meals and events, and assist guests with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort.
• Assist in the execution of special functions (parties, tournaments, etc.) and is responsible for preparing invitee lists and telemarketing efforts for special events, individual visits, and/or obtaining feedback on customer satisfaction.
• Contact guests by calling and in writing to increase trip frequency.
• Contact former guests to solicit account reactivation and to invite them to the casino.
• Request feedback from former players on how services can be improved at the casino.
• Responsible for making outbound calls to current, former, and prospective casino guests to inform them of casino promotions, hotel packages, and other related information.
• Consistently deliver positive, courteous, and professional guest service in all interactions with guests, visitors, vendors, and fellow employees.
• Promote positive public/employee relations at all times.
• Maintain a clean, safe, hazard-free work environment within the area of responsibility.
• Safeguard the confidential information of all employee, department, and company records.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
• Ensure prompt and discrete notification to senior management and/or the Ethics Hotline of any observation of illegal acts and/or internal ethics violations.
• Minimize business risk by ensuring compliance with legislation and internal policies and procedures.
• Perform other duties as assigned.

Minimum Education and Experience Required:

• Three to five years’ casino or sales management experience required.
• Bachelor's degree required. MBA preferred.

Knowledge, Skills, and Abilities:

• Ability to obtain and maintain all necessary licensing.
• Must possess outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and peers.
• Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment on the Casino gaming floor.
• Must possess planning skills and demonstrate the ability to handle and prioritize multiple tasks.
• Must maintain a thorough knowledge and understanding of player tracking and analysis system.
• Must have experience resolving problems decisively and timely, and adapting to changes as well as experience determining when senior leadership assistance is necessary for problem solving.
• Must be able to be constantly exposed to casino-related environmental factors, including, but not limited to second hand smoke and excessive noise.
• Must be able to remain in a stationary position for a majority of an entire shift.
• Must be able to traverse through the Casino to arrive at assigned locations.
• Must be able to learn and retain knowledge of computer systems and software (including, but not limited to Microsoft Office, Google Suite, and player tracking/ casino management software), procedures, and regulatory requirements.
• Must be able to constantly and accurately communicate effectively and politely in spoken English with Team Members and guests to answer questions, provide information, and check for guest satisfaction or Team Member understanding.
• Ability to exhibit conduct in accordance with all Virginia Lottery Board, Federal and State laws and regulations, and Rivers Casino Portsmouth and departmental policies and procedures.

Certifications, Licenses, and/or Registration:

• Gaming license/registration as required by jurisdiction(s).

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift and/or move objects up to 40 lbs.
• Ability to work in an environment with moderate to loud noise, bright lights, smoke, and dust.
• Ability to work flexible shifts and days of the week, including weekends and holidays.