Casino Host

Odawa Casino Resort•Petoskey, MI

About The Position

The Casino Host meets players and develops loyalty by building relationships with targeted guests. The role provides guest service to VIP players, promotes the casino and Players Club, encourages repeat visits, and supports increased revenue. The host shares accurate information about events, handles guest questions and special requests, and works to ensure guest satisfaction. The position develops player relationships through personal communications, events, promotions, and hospitality venues while balancing guest comps with business practices and financial goals. The host also supports Players Club staff, communicates guest needs and unusual activity to management, and maintains strict confidentiality. The role requires flexibility to work at other properties and perform other duties within the scope of the position. The position upholds Odawa Casino’s mission and values.

Requirements

High school diploma or equivalent.
Four years of hospitality, sales, or casino guest-service experience.
Fluency in reading, writing, and speaking English.
Basic math skills.
Excellent communication skills and good verbal and written organizational skills.
Good computer skills, experience with Microsoft Office products or related software, and ability to learn specialized software programs quickly.
Dynamic and outgoing personality.
Ability to handle busy and stressful situations tactfully and provide excellent guest service.
Ability to work independently with little or no supervision and exercise good judgment in varied situations.
Significant standing and speaking are required.
Flexibility with shifts and days off, and ability to work overtime, weekends, holidays, and special events as needed.
May be required to pass a skills assessment test to demonstrate minimum qualifications.
Must be able to obtain a gaming license under LTBB Gaming Regulatory Commission regulations and be eligible to serve under other applicable law.

Nice To Haves

Preference applies to Native Americans in accordance with applicable tribal law.

Responsibilities

Review available event information and provide guests with accurate information, answer questions, handle special requests, and assist guests to ensure satisfaction.
Provide VIP guest service to promote the casino, customer loyalty, repeat visits, and increased revenue.
Recognize and greet frequent guests and conduct oneself positively and professionally as a role model for Team Members.
Make service-recovery decisions based on customer play, comp availability, and customer profitability.
Provide consistent, prompt, and courteous guest service.
Maintain strict confidentiality, including business plans, strategies, and Players Club member information.
Promote the Players Club to guests who are not enrolled or are not using their card, and capture relevant guest contact information.
Meet and congratulate jackpot winners and encourage them to remain at the property, using venues and comps as appropriate.
Monitor the slot floor and pit for potential high-worth players.
Attend and assist with special events and promotions, both on and off site.
Manage relationship marketing and player-development strategies using defined objectives, tactics, and ongoing performance assessments.
Build player relationships through phone calls, letters, emails, texts, and other personal communications.
Develop relationships with high-worth guests to increase play and loyalty.
Fill special events by calling invited players.
Use hotel rooms, restaurants, promotions, events, and other venues to book additional trips.
Balance guest comps with sound business practices and the company’s financial goals.
Maintain communication about work activities, guest needs, and issues affecting the host process.
Communicate problems to management through the chain of command in a timely manner.
Report unusual or extreme player patterns or activity to management.
Meet and exceed quarterly goals established by management.
Support Players Club staff by providing a leadership example and backup assistance as needed.
Maintain a coded list of players.
Handle complex assignments using sound judgment to resolve problems and make recommendations.
Attend required meetings and satisfactorily complete required training.
Work at other properties as needed and perform other duties assigned within the scope of the position.