Details:
Job Description: Executive Casino Host
Department: Marketing
Reports to: This is a matrix reporting position with direct reporting to the Player Development Manager and Indirect reporting to the property Marketing Manager.
Location: Wild Rose Casino & Hotel Clinton
Position Summary:
The Executive Casino Host will deliver exceptional, personalized guest services while effectively implementing strategies to attract and maintain players as outlined in the Player Development program overseen by the Player Development Manager and property Marketing Manager. Your contributions will play a crucial role in advancing the company's overarching strategic plan and revenue objectives.
The Executive Host, with the assistance of the Player Development Manager, is responsible for developing, establishing, and providing strategic and tactical support to help the host team achieve their revenue targets.
Essential Duties and Responsibilities:
- Monitor and maintain the property player development program in accordance with the outlined program.
- Achieve individual and team revenue goals through increased share of wallet and trips.
- Manage the Player Development team.
- Proactively engage with new or potential players, fostering their interest in our offerings.
- Provide personalized and attentive service tailored to the preferences of existing players.
- Resolve player issues, questions, and concerns with a focus on maintaining goodwill and satisfaction.
- Uphold the highest standards of professionalism, confidentiality, and discretion.
- Drive player participation by actively promoting card acquisition on the gaming floor.
- Highlight special events to individuals or targeted groups during casino floor interactions.
- Maintain a prominent presence on the casino floor during much of your shift.
- Inform guests about upcoming promotional drawings during regular interactions.
- Supervise and oversee promotional drawings, ensuring smooth execution.
- Extend warm greetings, host guests, and express gratitude for their patronage.
- Exhibit a consistently positive and friendly demeanor while delivering prompt and courteous service.
- Assist in monitoring guest visits, arranging transportation and accommodations, and adhering to established service guidelines.
- Develop relationships with key players through a well-defined contact strategy using various communication channels.
- Educate guests on the features and advantages of facilities.
- Leverage property amenities and programs to attract and retain high-end players.
- Accurately input key data into the computer system, including enrollments.
- Monitor comp issuance and point redemptions for accuracy and compliance.
- Immediately report emergencies, such as unruly or intoxicated guests, to Managers.
- Maintain effective communication with coworkers and managers to ensure the orderly operation of the casino floor.
- Uphold cleanliness standards in your work area.
- Meet company attendance requirements and adhere to all safety protocols.
- Always demonstrate excellent guest service skills.
Supervisory Responsibilities:
Casino Host(s)
Position Experience:
Must be able to obtain and retain a gaming license. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, with or without reasonable accommodation.
Sales, marketing and/or customer relations experience preferred. Prior supervisory experience preferred.
Education and/or Experience:
Associate’s or higher degree in marketing or related field or progress towards degree preferred.
Language Skills:
Must be able to read, write and speak English. Must be able to communicate with managers, other employees, and guests. Must be able to communicate in a clear and concise manner. Ability to deliver and present findings on analytical data. Ability to communicate with co-workers and/or guests in a professional manner. Ability to read, analyze and interpret financial reports and legal documents. Ability to draft reports and memos.
Interpersonal Skills:
Excellent guest service skills are essential. Ability to research problems/issues, collect data, establish facts, and draw valid conclusions. Excellent attention to detail. Ability to listen and resolve customer's concerns. Ability to lead, motivate, encourage, and manage. Must be able to collaborate with co-workers and work as a team. Ability to carry out instructions. Ability to maintain a positive attitude towards guests, co-workers, and other department staff.
Work Environment/Physical Requirements:
While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; walk and reach with hands and arms. Must have the ability to occasionally lift up to 35 pounds. The noise level in the environment is usually moderate.
Critical features of this job are described under the heading listed on the job description. Nothing in this job description restricts Wild Rose’s right to assign or reassign duties and responsibilities to this job at any time.
