Executive Host - Domestic Market

Hard Rock Hotel & Casino Ottawa•Tejon, NM

2d•Onsite

About The Position

The Executive Host develops and coordinates programs to attract, acquire, and host mid- to high-value gaming guests, with the goal of ensuring guest satisfaction, repeat visits, and loyalty to Hard Rock Casino Tejon. The role builds relationships with current and prospective guests through on- and off-property contact, hosts guests at designated casino podiums, and makes decisions about complimentary services and goods in accordance with approved internal controls and the Complimentary Matrix. The position focuses on generating new and trial play, identifying qualified players on the gaming floor, and managing a book of business to meet theoretical goals while maintaining appropriate reinvestment and profitability. The position is on site and requires availability to guests by phone and email after working hours, on weekends, and on holidays. Duties are performed in a professional office setting and on a restaurant, hotel, or casino floor. The casino floor is fast-paced, guest-smoking, open to the public, and subject to excessive noise. The Executive Host works under the direction of the Director of Player Development.

Requirements

Experience in casino marketing or a related field, with two years of host experience or one year of marketing experience, or an equivalent combination of education and/or work experience.
Must obtain and maintain all required gaming licenses and certifications.
Must be at least 21 years of age.
Must be able to work nights, holidays, and weekends, as well as flexible shifts.
Knowledge and experience in the property’s regional gaming market.
Knowledge of Hard Rock marketing functions, including customer acquisition, database management, promotions, advertising, and branding.
Knowledge of the operations, services, and activities of comprehensive marketing and database programs.
Knowledge of computers and applicable software, including word processing, email, spreadsheets, and databases.
Excellent working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
Knowledge of pertinent federal, state, and local laws, codes, and regulations.
Availability to guests by phone and email outside working hours, including weekends and holidays.

Nice To Haves

Prior experience opening new properties or outlets is strongly preferred.

Responsibilities

Develop, implement, and coordinate Player Development programs to attract, acquire, and host mid-level players and encourage satisfaction and repeat visits.
Build and retain guest relationships, including developing prospective high-value gaming guests through on- and off-property efforts.
Drive new and trial play and identify qualified, non-hosted players on the gaming floor.
Target, develop, and assess new business relationships, with the aim of generating repeat visitation.
Manage a book of business to achieve semiannual and annual theoretical goals while maintaining profitability through appropriate reinvestment levels.
Maintain VIP guest relationships through personal contact by phone and in person.
Staff front-of-house Casino Host podiums and provide service to qualified Unity members.
Use direct mail to recruit VIP players.
Assist with planning and executing special events and developing guest invitation lists.
Represent the casino at on- and off-property events as a Player Development Executive Host.
Monitor Salesforce theoretical production and reinvestment, adjusting strategies as needed to meet goals.
Explain the Unity program and qualification requirements to prospective gaming guests.
Provide complimentary services or goods according to approved internal controls and the Complimentary Matrix.
Maintain the players’ database and monitor visits, spending, and preferences to tailor marketing campaigns, including telemarketing, email, and personal invitations.
Assist guests with inquiries, reservations, and special requests while serving as a professional and welcoming point of contact at a designated podium.
Resolve guest complaints and issues effectively, escalating concerns when appropriate, and provide efficient, courteous service.
Anticipate and meet or exceed the needs of internal clients.
Explain casino games, current marketing promotions, and programs to guests.
Comply with applicable rules, regulations, laws, and policies, and conduct business with integrity and honesty.
Support new ideas and methods for business solutions and develop critical-thinking skills for increasingly complex matters.
Act as a mentor to team members to support superior guest service.