Casino Player Host

Churchill Downs•Terre Haute, IN

5d•Onsite

About The Position

The Casino Player Host develops and maintains relationships with existing and new VIP customers through personal contact to generate incremental gaming revenue and build customer loyalty. The role monitors and assists players, signs up non-carded players for Players’ Club cards, and helps grow the player database. The host supports guests during casino visits by arranging accommodations, transportation, dining, entertainment, and trip bookings, and by informing them about promotions, events, and property offerings. The position works toward revenue quotas and other goals set by management while safeguarding confidential records and complying with Indiana Gaming Commission exclusion requirements.

Requirements

High school diploma or equivalent.
Extensive prior customer service experience.
Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; and communicate effectively with guests and employees in one-on-one and small-group situations.
Ability to perform basic arithmetic using whole numbers, decimals, and American currency.
Ability to apply common sense to written and oral instructions and address problems involving multiple variables in non-standardized situations.
Thorough keyboard knowledge to navigate customer screens in the customer tracking system efficiently.
Ability to sit, stand, and walk for extended periods and move frequently to different casino areas.
Hand dexterity for computer and office equipment use; occasional reaching with hands and arms.
Ability to talk and hear; ability to lift up to 25 pounds; close vision.

Nice To Haves

College degree.
Basic knowledge of Microsoft Office, including Outlook.

Responsibilities

Maintain relationships with high-value guests and greet them in the casino and at social events and special promotions on and off property.
Increase the Players’ Club database by signing up high-value new players and assisting non-carded players with club cards.
Evaluate player ratings and track visits; arrange accommodations and provide complimentary offers according to established guidelines and the approved comp matrix.
Address guest complaints and resolve them promptly or escalate issues to management as appropriate.
Inform guests about upcoming events, concerts, parties, promotions, and entertainment; answer questions about promotions and events.
Assist with booking guest trips and arrange transportation, lodging, dining, and entertainment for high-value guests.
Meet and congratulate jackpot winners at amounts set by the slot department.
Assist with promotions and special events as needed.
Complete required reports when requested.
Assist fellow Casino Hosts and the Executive Casino Host with their hosted players.
Achieve revenue quotas, profitability goals, and other targets established by management.
Market to assigned active and inactive customers by email, mail, and phone to develop brand loyalty and visitation.
Maintain current knowledge of electronic gaming machines, table games, player tracking systems, promotions, events, entertainment, and general property information.
Review Indiana Gaming Commission exclusions and ensure excluded players are not contacted.
Safeguard confidential departmental and company records.

Benefits

401(k) plan with company match
Employee Stock Purchase Plan with 15% discount
Health insurance
Dental insurance
Vision insurance
Flexible Spending Account
Health Savings Account
Company-paid short-term and long-term disability plans
Company-paid basic-term life insurance
Paid time off
Tuition reimbursement up to $5,200 per year for undergraduate and graduate coursework
Team member discounts, including Ford Affiliate Program, Verizon, AT&T, TicketsAtWork, Skechers, Sherwin Williams, and meal discounts
Fun team member events
Company-sponsored volunteer opportunities
Team member recognition program
Advancement opportunities and further professional development