Casino Player Host

Churchill Downs Incorporated•Terre Haute, IN

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 customer database. The host provides personalized assistance to high-value guests, supports promotions and events, and works toward revenue, profitability, and other management-set goals.

Requirements

High school diploma or equivalent.
Extensive prior customer service experience.
Ability to read and comprehend simple instructions, short correspondence, and memos, and to write simple correspondence.
Ability to present information effectively and respond to questions from guests and company employees in one-on-one and small-group settings.
Ability to perform basic arithmetic with whole numbers, decimals, and American currency.
Ability to apply common-sense understanding to written or 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 frequently move to different areas of the casino.
Manual dexterity to use computers and other office equipment; ability to reach with hands and arms occasionally.
Ability to talk and hear, and 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 by greeting them in the casino and participating in social events and special promotions for invited guests, on and off property.
Increase the Players’ Club database by signing up high-value new players.
Evaluate player ratings to track visits, arrange accommodations, and provide comps in accordance with established guidelines.
Use sound business judgment to resolve guest complaints promptly or raise issues to management as necessary.
Inform guests about upcoming events, concerts, parties, and promotions.
Assist with booking trips for guests.
Meet and congratulate jackpot winners of amounts specified by the slot department.
Assist with promotions and special events and answer guest questions about them.
Complete required reports as requested.
Arrange or assist with transportation, lodging, dining, and entertainment for high-value guests visiting the casino.
Assist fellow Casino Hosts and the Executive Casino Host with their hosted players as needed.
Meet predetermined revenue quotas, profitability goals, and other management-established targets.
Market to assigned active and inactive customers by email, mail, and phone to strengthen 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.
Issue complimentary offers in accordance with the approved comp matrix.

Benefits

401(k) plan with company match.
Employee Stock Purchase Plan with a 15% discount.
Health, dental, and 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 of 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.