Hospitality Host - Full Time

Hollywood Casino Gulf Coast • Biloxi, MS

5d

About The Position

The Hospitality Host develops relationships with casino players to grow the customer base, increase revenue, and encourage retention and repeat business. The role attracts and manages customers through regular telemarketing and in-person contact on the casino floor, while providing hospitality arrangements and assisting with special requests. The Host seeks new business, promotes enrollment in the player rewards program, monitors assigned players’ activity and profitability, and makes decisions about complimentary offerings based on play and customer profitability.

The position uses Salesforce (CMS) to track player contacts, preferences, and tasks; completes required tasks promptly; reviews monthly metrics with a manager; and sets quarterly goals. The Host coordinates with service departments, supports and attends special events, helps resolve guest concerns, and represents the company professionally. The role requires discretion with player information and adherence to company policies, customer service standards, and regulatory requirements.

Requirements

• Must be at least 21 years of age.
• Bachelor’s degree from a four-year college or university; or at least five years of customer service experience and/or training; or an equivalent combination of education and experience.
• At least one year of Casino Guest Service experience, including Player Development, Slots, or Table Games.
• Exceptional customer service and interpersonal skills.
• Excellent written and verbal communication skills; fluency and literacy in English.
• Intermediate computer knowledge and proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to perform arithmetic with whole numbers, fractions, and decimals, calculate rates, ratios, and percentages, and draw and interpret bar graphs.
• Ability to present information effectively and respond to questions from managers, clients, customers, and the public.
• Ability to interact with guests, staff, and colleagues and resolve problems and conflicts diplomatically and tactfully.
• Ability to maintain confidentiality and professionalism.
• Ability to write reports and business correspondence.
• Successful completion of the ServSafe Alcohol training certification course.
• Ability to obtain a Gaming Permit.
• Ability to collaborate and communicate effectively with team members at all organizational levels.
• Ability to identify problems, collect and analyze data, and draw valid conclusions.
• Ability to maintain a high energy level and take a proactive, strategic approach to issues.

Nice To Haves

• One year of hosting experience with an adequate customer following.
• Experience with Salesforce (CMS) and ACSC.

Responsibilities

• Resolve guest opportunities, conflicts, and complaints fairly and equitably on behalf of the company.
• Develop player relationships to increase customer retention, repeat business, and company revenue.
• Attract and manage customers through weekly telemarketing and in-person casino-floor contact.
• Provide hospitality arrangements, including rooms, food, and beverages, and assist with special requests.
• Seek new business on the casino floor and promote enrollment in the player rewards program.
• Encourage use of Credit and, when appropriate and legally permissible, extend lines of Credit.
• Remain visible and available on the casino floor to meet and greet guests during visits and special events.
• Make decisions regarding complimentary offerings based on recorded play, earned points, comp availability, and customer profitability.
• Use telemarketing, correspondence, referrals, email, and events to solicit and grow existing business.
• Achieve departmental sales and growth goals and develop invitation lists for special events.
• Support and demonstrate superior customer service in accordance with company and departmental standards.
• Attend and assist with coordination of special events, and provide event assistance as needed.
• Treat customers of fellow Hosts in a friendly, helpful, and courteous manner.
• Use Salesforce (CMS) to track player contacts, profile preferences, and tasks; complete tasks promptly, review monthly metrics with a manager, and set quarterly goals.
• Develop and maintain technical skills to maximize use of patron data systems.
• Coordinate with service departments to support players at a variety of levels.
• Monitor assigned patrons’ activity and profitability.
• Maintain confidentiality of player information and all company matters.
• Represent the company professionally at internal and external meetings and events.
• Ensure interactions with internal and external guests follow customer service program guidelines.
• Follow corporate and local policies, procedures, and operating guidelines.
• Ensure regulatory compliance within the area of authority and report potential issues to management.

Benefits

• Wellness programs supporting financial, physical, and mental well-being.
• Day-one medical coverage may be available, depending on position.
• 401(k) matching may be available, depending on position.
• Annual performance bonus may be available, depending on position.
• Paid time off earned according to local policy and increasing with length of employment.

What This Job Offers

• Job Type: Full-time