Hospitality Host - Player Development

Hard Rock Hotel & Casino Ottawa • Tejon, NM

2d • Onsite

About The Position

The Hospitality Host - Player Development is responsible for developing and coordinating programs to attract and host mid- to high-limit players, ensure guest satisfaction, and encourage repeat visits and loyalty. The role establishes relationships with casino guests who have the means and potential to become high-value gaming guests, and regularly interacts with those guests while making decisions about complimentary services and goods within approved controls and guidelines.

The position implements and coordinates Player Development programs, builds new business relationships, manages a book of business toward semiannual and annual theoretical goals while maintaining profitability, and provides service to qualified Unity members. The host works at designated podiums, on and off property, and at casino events. The role also maintains player information and uses guest preferences and activity to tailor outreach and marketing efforts.

The position is onsite. Team members must be available to guests by phone and email outside working hours, including weekends and holidays, and must be able to work nights, holidays, weekends, and flexible shifts. Work is performed in a professional office and on a restaurant, hotel, or casino floor. The casino floor is fast-paced, exposed to the general public and excessive noise, and permits smoking by guests.

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.
• Obtain and maintain all required gaming licenses and certifications.
• Must be at least 21 years old.
• Must be able to work nights, holidays, weekends, and flexible shifts.
• Must be onsite and available to guests by phone and email outside working hours, including weekends and holidays.
• Knowledge of and experience in the property’s regional gaming market.
• Knowledge of Hard Rock marketing functions, including customer acquisition, database, promotions, advertising, and branding.
• Knowledge of the operations, services, and activities of comprehensive marketing and database programs.
• Knowledge of procedures, methods, and equipment, including computers and applicable software for 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.

Nice To Haves

• Prior experience opening new properties or outlets is strongly preferred.

Responsibilities

• Develop, coordinate, and implement Player Development programs to attract, acquire, and host mid-level players and encourage guest satisfaction and repeat visits.
• Establish and develop relationships with current and prospective high-value gaming guests through on- and off-property efforts.
• Create an atmosphere that encourages premium guests to choose Hard Rock Casino for gaming entertainment; build and retain guest relationships and mentor team members in guest service.
• Drive new and trial play to the property and identify qualified, non-hosted players on the gaming floor.
• Target, develop, and assess new business relationships to generate repeat visitation.
• Manage a book of business to meet semiannual and annual theoretical goals while maintaining profitability through appropriate reinvestment.
• Maintain relationships with VIP guests through personal contact by phone and in person to increase new business.
• 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, including developing guest invitation lists.
• Comply with applicable rules, regulations, laws, and policies, and conduct business with integrity and honesty.
• Support new ideas and methods to deliver business solutions, and develop critical-thinking skills to handle increasingly complex matters.
• Communicate Unity program and qualification requirements to prospective gaming guests.
• Represent the casino at on- and off-property events as a Player Development Executive Host.
• Monitor theoretical production and reinvestment in Salesforce and adjust strategies as needed to meet goals.
• Serve guests efficiently and courteously; resolve complaints and issues effectively and escalate concerns when appropriate.
• Anticipate and meet or exceed the needs of internal clients.
• Explain casino games, current marketing promotions, and programs to guests.
• Provide complimentary services or goods to casino patrons in accordance with 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.
• Assist guests with inquiries, reservations, and special requests while serving as a professional and welcoming point of contact at a designated podium.

Benefits

• A comprehensive benefits package intended to support team members’ health, future planning, and work-life balance; benefits may vary with employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed