Casino Lead Host

Lake of the Torches Resort & Casino•Lac du Flambeau, WI

1d•$29 - $31•Onsite

About The Position

The Casino Lead Host supervises Casino Hosts and serves as a concierge for Lake of the Torches Resort Casino, delivering exceptional guest service and promoting positive guest relations in line with property service initiatives. The role oversees Host performance, training, evaluations, player assignments, and contact goals, while also assisting Players Club Premier members and other high-action players with amenities, event tickets, hotel reservations, and other requests. The position works under the direct supervision of the Player Development Manager and regularly checks in for direction or questions. It involves frequent coordination with internal departments and extensive contact with guests and visitors. Most responsibilities take place in an office and on the casino floor. The position requires a variable schedule, including duty on most holidays, weekends, and high-volume events, and schedule changes may be required to cover staffing needs. A resume is required, and the application deadline is November 20, 2026.

Requirements

High school education or equivalent.
Previous experience as a supervisor and/or Casino Host.
Previous experience in customer service and/or sales.
Experience with Excel, Microsoft Word, Outlook, and technological equipment used by the Host Department.
Thorough understanding of the casino player tracking system and Host development software.
Excellent interpersonal, oral, and written communication skills.
Exceptional customer service skills, including the ability to approach guests and initiate conversations.
Strong familiarity with PCs and related software.
Ability to manage confidential and sensitive information with diplomacy and tact.
Ability to follow internal and property control policies and procedures.
Ability to maintain a professional demeanor in stressful situations.
Must be eligible for licensing by the Lac du Flambeau Tribal Gaming Commission.
Ability to perform assigned duties on the casino floor for extended periods.
Must attend mandatory meetings and training and be willing to change work hours or days off to cover department staffing needs.

Responsibilities

Greet guests, respond to requests, provide information, and assist them in a timely manner.
Provide complimentary amenities to Players Club Premier members and other high-action players.
Maintain an assigned list of high-value players and inform them of promotions and events.
Keep Players Club Premier members informed about point status and program benefits.
Explain and promote Players Club membership and enroll guests in the program.
Train new Casino Hosts.
Ensure Hosts meet daily and monthly goals; supervise, document, and evaluate their performance.
Maintain monthly contact with hosted players by email, letter, or phone to promote events and encourage visits.
Review Host player lists for possible reassignment.
Review Host development software referral, no-contact, and other reports to identify needed guest contacts, assign players, and monitor performance goals.
Assist Players Club Premier members with event ticket purchases, hotel reservations, and other activities.
Resolve guest issues, facilitate satisfactory outcomes, and report issues and results to the Player Development Manager.
Assist with internal department needs as requested.
Meet regularly with the Player Development Manager to review performance and guest-relations matters.
Initiate disciplinary documentation and hold responsibility for Casino Hosts' performance.
Notify the Player Development Manager and Facility Administrator about situations that may affect guests, associates, or the casino.
Work collaboratively and communicate productively with team members.
Attend mandatory meetings and participate in departmental training and development sessions.
Perform other duties as assigned.