Marketing Island Club Host

Island Resort & Casino•Harris, MI

4d•Onsite

About The Position

The Island Club Host is responsible for providing superior customer service to all gaming patrons to ensure a superior entertainment experience. This role involves maintaining communication with VIP Service Hosts, planning and executing promotions and events, managing new member accounts, and assisting with various customer service tasks within the gaming facility and ticket sales office. The position requires a strong understanding of casino operations, promotions, and customer relationship management.

Requirements

Superior customer service skills.
Ability to maintain close communication with VIP Service Hosts.
Knowledge of day-to-day operations with the Island Club.
Ability to resolve customer complaints.
Ability to distribute and receive donation and win/loss requests.
Knowledge of and ability to promote upcoming promotions and casino events.
Ability to plan and execute promotions, events, slot tournaments, part pits, and special events.
Ability to create new member accounts and explain benefits.
Ability to reprint lost cards.
Ability to edit and adjust player accounts.
Ability to report duplicate accounts.
Ability to recognize player birthdays and anniversaries.
Ability to enroll players into groups and redemptions.
Ability to issue hotel/motel packages.
Ability to report numbers to marketing management.
Ability to issue point redemptions and promo cash coupons.
Ability to report redemptions and comps to be voided.
Ability to issue drink coupons within guidelines.
Ability to issue manager comps.
Ability to enter pit ratings.
Ability to prepare and distribute paperwork for group tours.
Ability to greet and depart group tours.
Ability to execute bus promotions.
Ability to issue promo cash to group tour patrons.
Ability to print and verify bus reports.
Ability to document group tour information.
Ability to maintain logs of coupons for audit trail.
Ability to maintain floor time.
Ability to administer services at the Island Club.
Ability to monitor the floor for high rollers and special requests.
Ability to work closely with other departments.
Ability to answer incoming phone calls to ticket sales.
Ability to receive, prepare, and sell entertainment and event tickets.
Ability to maintain customer information within the ticketing system.
Ability to edit customer information.
Ability to maintain daily ticket counts.
Ability to file paperwork for events sold.
Knowledge of upcoming entertainment events and artist information.
Ability to file point of sale redemptions and comps.
Ability to enter entertainment customers into SuperPlaymate.
Ability to maintain Ticket Sales till.
Ability to maintain and enter data from coupons.
Ability to mail information packets.
Ability to assist conventions with coupons or packets.
Ability to assign pin numbers to convention cards.
Ability to file daily log sheets and enter slot tournament results.

Responsibilities

Provide superior customer service to all gaming patrons.
Maintain close communication with VIP Service Hosts regarding VIP player information and potential new VIP players.
Ensure VIP Hosts maintain working knowledge of day-to-day operations with the Island Club.
Issue customer comment forms, receive and resolve customer complaints.
Distribute and receive donation requests and win/loss requests, forwarding them to appropriate managers.
Promote all upcoming promotions and casino events.
Plan and execute promotions, events, slot tournaments, part pits, and special events as assigned.
Create accounts for new members, issue new member benefits, and explain Island Club benefits.
Reprint lost cards and edit existing player accounts with up-to-date personal information and demographics.
Adjust existing player accounts to reflect correct levels and explain level benefits and requirements.
Report duplicate accounts on merge sheets.
Recognize player birthdays and anniversaries with appropriate benefits.
Enroll players into groups and redemptions for specific promotions.
Issue all area and casino hotel/motel packages.
Report numbers at the end of the night to marketing management.
Issue all point redemptions and promo cash coupons with proper codes.
Report point redemptions and comps to be voided to the appropriate personnel.
Issue drink coupons within guidelines to all gaming patrons.
Issue requested packets of drink coupons to authorized management and maintain a drink coupon log.
Issue manager comps for patrons as requested by authorized management.
Enter all pit ratings for Island Club members from the Gaming department.
Present incorrect pit ratings for correction.
Prepare and distribute necessary paperwork for group tours.
Greet and depart all incoming group tours.
Execute specific bus promotions upon arrival.
Issue necessary promo cash to eligible group tour patrons.
Print and verify bus reports for accuracy of arriving groups and perks issued.
Document group tour information such as inaccuracies, early departures, card sharing, or suspicious activity.
Maintain logs of coupons used for hotel packages, drinks, or other issued coupons for audit trail.
Maintain a reasonable amount of floor time within a working shift.
Administer services normally provided at the Island Club to enable customers to continue to game.
Monitor the floor for possible high rollers and special customer requests.
Work closely with other departments to assist in promotions, customer complaints, or other customer service duties.
Answer all incoming phone calls to ticket sales.
Receive, prepare, and sell all entertainment and event tickets.
Maintain customer information within the ticketing system.
Edit personal customer information and demographics as necessary.
Maintain daily ticket counts.
File paperwork for events sold.
Maintain knowledge of all upcoming entertainment events and artist information.
File all point of sale redemptions and comps from the Island Club daily.
Enter all entertainment customers from each event into a separate group in SuperPlaymate.
Maintain Ticket Sales till on a daily basis.
Maintain and enter data from returned coupons for proper reporting.
Mail information packets to potential customers.
Assist conventions in preparation of coupons or packets for upcoming events.
Assign pin numbers to all convention cards.
File daily log sheets, enter floor time and date entry on slot tournament results.