Gaming Host

Churchill Downs Incorporated•Richmond, VA

2d•$45,000•Onsite

About The Position

The Gaming Host is responsible for improving customer service, developing and implementing new promotions, and maintaining and cultivating relationships with VIP customers. This role is with Colonial Downs Group (CDG), which operates various brands across Virginia including Colonial Downs Racetrack, Rosie’s Gaming Emporium, Rosie’s Game Room, Virginia Horseplay, Roseshire Gaming Parlor, and The Rose Gaming Resort. CDG emphasizes an inclusive and fun work environment that celebrates diverse perspectives and encourages continuous learning, evolution, and growth through mutual respect and collaboration.

Requirements

Ability to work in a fast-paced environment while maintaining excellent guest service.
Excellent organizational and leadership skills with the demonstrated ability to manage a team.
Ability to emphasize and embody the company mission to provide satisfactory experiences.
Read, write, speak, and understand the English language.
Read Company or departmental reports, newsletters, and documents.
Perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals).
Superior communication and judgmental skills, especially when interacting with guests and making decisions to best serve them.
Knowledge of player management system, technical gaming products, and Microsoft Office.
High school diploma or equivalent required.
Five (5) years’ experience working in a gaming environment, player’s club, or related experience, required.
Must obtain valid Virginia Racing Commission License.
Valid Driver’s License with good driving record.

Nice To Haves

Associates’ degree in Marketing, Public Relations, or related field, preferred.
A combination of education and experience may be considered.

Responsibilities

Provides excellent guest service and hospitality to gaming facility guests.
Creates and establishes Player Services memberships by fostering relationships and promoting the use of the Players Club card and programs.
Utilizes player tracking systems applications and software to target active players on the gaming floor.
Utilizes player tracking systems for player tracking, analysis, and data.
Positively interacts with guests and team members while handling difficult situations.
Maintains security and confidentiality of files, records, lists, and other player and financial information.
Completes required paperwork as designated by the department and/or management.
Notifies valued guests through telemarketing, letter writing, and email regarding services, promotional opportunities, and special events to ensure guest retention and repeat business.
Responds promptly to guest inquiries, including emails, telephone calls, and texts.
Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations.
Coordinates promotional activities and special events, ensuring guests receive accurate information and assistance.
Gives basic instruction on all promotions and special events, as requested.
Works with security and marketing to coordinate valued guest requests for special accommodation and amenities.
Develops, establishes, and retains relationships with valued guests through telemarketing, written correspondence, and email.
Occasionally assists in Player Services to ensure guest service goals are met.
Occasionally may be assigned to drive company vehicles on public roads.
Assists and participates in marketing functions as required.
Performs other duties as assigned.