Gaming Host

Colonial Downs Group•Richmond, VA

5d•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 involves providing excellent guest service and hospitality, creating and establishing Player Services memberships, and utilizing player tracking systems to target and analyze active players. The position requires positive interaction with guests and team members, maintaining security and confidentiality of player information, and notifying valued guests about services and promotional opportunities through various communication channels. The Gaming Host will also coordinate promotional activities and special events, provide basic instruction on promotions, work with security and marketing on guest requests, and develop relationships with valued guests. Occasional assistance in Player Services and driving company vehicles may be required, along with participation in marketing functions.

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 the Player Services memberships through 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 and 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 our 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 and may be assigned to drive company vehicles on public roads.
Assists and participates in marketing functions as required.
Performs other duties as assigned.