Casino Hosts

Q CASINO + RESORT Casino Host

BASIC FUNCTION

Maintain existing high margin players while at Q Casino and assist Executive Casino Hosts in identifying potential new players.

ORGANAZATIONAL RELATIONSHIPS

• Reports to: Player Development/Promotions Manager

SPECIFIC DUTIES AND RESPONSIBILITIES

• Establish and maintain positive customer relationships with players who meet establish play criteria.
• Maintain a block of players each fiscal quarter and meet established goals.
• Position is bonus eligible every fiscal quarter.
• Build player loyalty and promote return visits by maintaining contact and assistance with player needs on the floor.
• Execute redemption of hotel stays, show tickets and any others deemed necessary.
• Must know the names and gaming preferences of hosted players
• Update, maintain and acquire account information and player profiles through utilization of casino relationship management software.
• Recognize special events in the lives of hosted players, by assisting Executive Casino Hosts in preparing and mailing birthday and/or anniversary cards, newsletters, and personal notes, whenever possible.
• Maintain accurate records of player interactions and preferences.
• Act as a guest liaison, by handling guest issues and resolving situations to ensure smooth operations and excellent customer service.
• Acquire and report competitor information.
• Report all feedback from guests to management with daily shift reports.
• Manage player account comp balances based on recorded play, earned points, comp availability and patron profitability.
• Prepare and submit required reports in a timely fashion.
• Interface with other departments for maximum efficiency in completing tasks.
• Conduct email, phone, text communications to promote casino events, loyalty programs and special offers to retain and drive new high-value players.
• Maintaining a high level of visibility on the casino floor.
• Host and support special events and VIP functions.
• Assist with all promotions in accordance to posted rules.
• Ensure compliance with all federal, state and local regulations, Internal Controls and company and departmental policies. Additionally, contribute to the establishment of said policies as needed.
• Responsible for other projects and duties as assigned by management.

EDUCATION, TRAINING AND EXPERIENCE

• BA in Marketing, Business or related field OR 3+ years progressive experience in customer service, sales or casino environment.
• 1+ years prior supervisory experience.
• Knowledge of computer programs, including but not limited to Word, Excel and Outlook.

STANDARDS OF PERFORMANCE

• Must present a professional demeanor with a very positive, outgoing and friendly nature.
• Must have excellent oral and written communication skills with the ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
• Must be able to multitask and get assignments completed within a short period of time.
• Must be able and willing to attend off property functions.
• Must be able and willing to be available during assigned working hours to assist high margin and hosted players.
• Must be able and willing to work non-traditional schedules, particularly nights, weekends and holidays.

MENTAL AND PHYSICAL REQUIREMENTS

• Generally walking and standing with some sitting.
• Ability to move up to 25 lbs.

WORKING ENVIRONMENT AND CONDITIONS

• Inside and outside work environment.
• Exposed to cigarette smoke.
• Loud noise levels.

EQUIPMENT AND TOOLS

• General office equipment including, but not limited to:
  • Computer, Printer, Embosser and Digital Camera
  • 2-way radio, PA System and Telephone
  • Copier, letter folder, paper cutting and postage