Development Host

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

23d•Onsite

About The Position

The primary responsibility of this position is to function as the concierge of the Lake of the Torches Resort Casino providing exceptional customer service to guests and promote positive guest relations following all property service initiatives.

Requirements

A high school education or equivalent is required.
Previous experience in a customer service and/or a sales environment is required for this position.
Must have computer experience in Excel, Microsoft Word and Outlook as well as familiarity with mobile devices.
Must possess excellent interpersonal, oral and written communication skills and exceptional customer service skills, which include the ability to approach and initiate conversation and have dialog with guests, both internally and externally of the property.
A strong familiarity with PC’s and related software is required.
Must be able to manage and maintain confidential and sensitive information with diplomacy and tact.
Must be able to follow all Internal and Property control policies and procedures and be able to maintain a professional demeanor in stressful situations as necessary.
Must be able to be licensed by the Lac du Flambeau Tribal Gaming Commission.
All Casino Hosts must be able to work irregular hours, weekends and holidays.
Must attend all mandatory meetings and participate in departmental training and development sessions.

Nice To Haves

Previous experience with or knowledge of the Casino player tracking system is a plus.

Responsibilities

Acknowledges, greets guests and responds to guest requests, provides information and assists guests in a timely manner.
Assists in providing complimentary amenities to Players Club Premier members and other high action players as needed.
Actively sells and explains the benefits of being a Players Club member and enrolls guests in the Players Club Program.
Must maintain monthly contact with their assigned “referral” players via email, letters or phone calls to promote upcoming events and increase trips to the facility.
Works mainly on the casino floor looking for new “development” and “referral” players during the majority of their shift.
Will receive a monthly goal to increase their player’s revenue over last year’s data. Ability to reach this goal month over month-year over year is essential to this position.
Will receive daily and monthly goals within the Host development software program to increase their assigned player’s revenue over previous numbers as well as a daily referral goal for new players.
Is assigned to “referral” players to ensure that they are able to spend the majority of their time on the casino floor.
Works to increase the number of Premier players by increasing visits from assigned “referral” guests.
Works mainly out of the Host work space to be able to complete any necessary comps in a quick fashion.
Resolves guest issues or concerns, facilitates satisfactory outcomes and notifies the Lead Casino Host of the issue and results.
Assists with internal department needs, as requested.
Notifies manager, supervisor or facility administrator of situations that may affect guests or associates or the Lake of the Torches Resort Casino.
Works within a team environment, where productive communication is critical.
Performs other duties as assigned.