Casino Host-GCT

Great Canadian Entertainment•Toronto, ON

15h•CA$54,000 - CA$65,000•Onsite

About The Position

Under the general direction of the Manager Premium Services, the Guest Relations Host Table Games is responsible for networking with VIP guests in conjunction with operations Managers to drive ultimate experiences and provide personalized service levels to enhance their loyalty, while ensuring adherence to all policies and procedures. This role strives to build, sustain and manage solid relationships with VIP guests, encouraging them to use their player rewards card. Ensures adherence to the Company's policies and procedures, motivates and leads by example, and supports Great Canadians learning environment while establishing a safe and welcoming work environment for all team members.

Requirements

Minimum 2 years of experience in a guest/customer service
Exceptional interpersonal and communication skills
Ability to safeguard and keep information confidential
Ability to work under pressure, problem solve, and overcome resistance
Solid knowledge of MS Office
Ability to successfully obtain a Gaming License

Nice To Haves

Post Secondary education or suitable combination of education and experience an asset
Experience in and understanding of Table Games an asset
Food Safety Certificate
Second language, an asset

Responsibilities

Uses effective and efficient guest service skills and provides personalized attention to build new guest relationships and maintain or enhance exiting Guest relationships
Greets guests and welcomes them to our VIP Rooms
Recognizes frequent guests and introduces them to Guest Relationship Managers (and/or Slot Management team) in order for them to check play and welcome our guests
Explains the benefits and privileges of using a player's card to VIP (Prive/Non-Prive) guests with a superior level of service excellence to reflect their value to the property across all department interactions including gaming operations, cage, guest services, hotel & food & beverage service, theatre
Informs qualified and potential players of the benefits of opting in to the Prive Program
Responsible for driving an increase in VIP carded play by promoting and signing up guests for applicable player rewards programs
Ensures that our VIP guests have the information necessary to contact any Guest Relations Host or Guest Relationship Manager (GRM) for future needs
Interacts with VIP guests and gathers preferences and information to enable the team to provide these guests with personalized guest service
Assists the GRMs by evaluating play and personally delivering comps and offers to these guests on behalf of the site in accordance with company policy/procedures and gaming regulations
Assists with the planning, coordinating, and executing of events (On site/Off site)
Hosts and provides special attention at events
Assists our guests with their hotel, dining, entertainment needs, and other special arrangements (Works with applicable departments as needed)
Maintains knowledge of property events, including but not limited to, casino promotions, shows, special events, etc.
Escorts guests to dining establishment when applicable
Ensures VIP data is registered in Salesforce and the database is maintained, updated daily and utilized including capturing guest preferences and special events
Works with Operations Management and using Customer Relationship Management (CRM) tools, analyzes guest play to identify potential VIP players and makes sound decisions as per guidelines when awarding complimentary products/services
Works closely with the Manager, Premium Services and Operations Management to develop strategies and tactics to drive the success of the property
Utilizes telemarketing and social networking skills to build relationships with guests
Ensures needs of our guests are met including but not limited to food & beverage, reserves, machine issues/requests, etc.
Liaises, communicates, develops and cultivates strong working relationship with all stakeholders
Ensures compliance with licensing laws, health and safety and other statutory regulations
Performs other duties as assigned or directed