Executive Host - Domestic Market

Hard Rock Hotel & Casino Ottawa • Bristol, TN

5d • $55,100 - $71,300

About The Position

The Executive Host is responsible for implementing, developing, and coordinating Player Development programs to attract, acquire, and host high-value players, support guest satisfaction, and encourage repeat visits. The role builds relationships with current and prospective high-value gaming guests through on- and off-property engagement, and makes decisions about complimentary services and goods. The Executive Host guides Hosts and approves player requests.

The position develops business relationships, works toward sales targets, recruits and retains VIP players, supports special events, and represents the casino at events. It maintains guest records and uses information about visits, spending, and preferences to tailor outreach. The role also supports the Director of Player Development and reports on player activity to the Manager - Player Development.

The Executive Host must comply with applicable laws, regulations, internal controls, and company policies, including Virginia Gaming Regulations. Work includes time on the casino floor, where crowd and noise levels vary with guest volume, and requires working weekends, holidays, and flexible shifts. The stated salary range is $55,100–$71,300.

Requirements

• At least one of the following: a bachelor’s degree in Business, Marketing, or a related field, or an equivalent combination of education and/or work experience; at least 3 years of professional experience in Player Development; or an existing book of high-value clients.
• Obtain and maintain all licenses and certifications required by Federal, State, and Virginia Lottery authorities.
• Successfully pass a background check and drug screening.
• Be at least 21 years of age.
• Be able to work weekends and holidays, as well as flexible shifts.
• Knowledge of the property’s regional gaming market.
• Knowledge of Hard Rock marketing functions, including customer acquisition, database, promotions, advertising, and branding.
• Knowledge of comprehensive marketing and database program operations, services, and activities.
• Knowledge of the gaming industry, including capital and operations budget principles and practices.
• Knowledge of procedures, methods, and equipment, including computers and applicable software; excellent working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
• Knowledge of pertinent federal, state, and local laws, codes, and regulations.
• Ability to deliver service that encourages guests to return and gives them a positive, memorable entertainment experience.
• Ability to go above and beyond in carrying out responsibilities to help achieve organizational goals.
• Ability to project excitement, enthusiasm, and an outgoing personality while maintaining a professional appearance.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to analyze marketing and promotions data.
• Ability to be a strategic, analytical, ethical, and effective motivator.
• Ability to operate various types of office equipment.
• Ability to establish and maintain effective working relationships.
• Ability to work varying shifts and schedules as needed.

Nice To Haves

• Prior experience in the gaming industry is strongly preferred.
• Prior experience opening new properties or outlets is strongly preferred.

Responsibilities

• Create an atmosphere that encourages guests to choose Hard Rock Casino Bristol for gaming entertainment, build and retain guest relationships, and mentor team members in providing superior guest service.
• Target, develop, and assess new business relationships and deliver required sales targets.
• Maintain relationships with VIP guests through personal contact by phone and in person, with the goal of increasing new business.
• Develop a broad customer base and use direct mail to recruit VIP players.
• Assist with planning and executing special events, including developing guest invitation lists and recommending locations for Player Development parties.
• Plan and create events and community opportunities to increase awareness and greet potential customers.
• Guide Hosts and approve various Host player requests.
• Convey the Wild Card program and qualification requirements to prospective gaming guests.
• Assist the Director of Player Development with business development programs to increase visitation to Hard Rock Bristol.
• Represent the casino at on- and off-property events as a Player Development Executive Host.
• Identify, initiate, and foster relationships with new and loyal guests considered developmental.
• Grow gaming revenue by developing high-value theoretical players identified by the Manager - Player Development.
• Track and prepare reports for the Manager - Player Development on specific players or groups of players.
• Serve guests efficiently and courteously, resolve complaints and issues, and escalate concerns when appropriate.
• Explain casino games, current marketing promotions, and programs to guests.
• Provide complimentary services to casino patrons according to approved internal controls and the Complimentary Matrix.
• Maintain the players’ database and monitor visits, spending, and preferences; tailor telemarketing, email, and personal invitations to encourage return visits and develop business.
• Clean and sanitize work and public spaces.
• Comply with applicable rules, regulations, laws, policies, and Virginia Gaming Regulations; conduct work with integrity and honesty.
• Anticipate and meet the needs of internal clients, support new ideas and methods, identify opportunities to improve efficiency or products and services, track existing services and new initiatives, stay current in the profession, and develop skills for increasingly complex matters.

Benefits

• A comprehensive benefits package intended to support team members’ health, future planning, and work-life balance; benefits may vary by employment status. The posting directs applicants to the company career site for the full list.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior