Loyalty Marketing - Casino Host

Kalispel Tribe•Airway Heights, WA

3d•Onsite

About The Position

A Casino Host is responsible for providing high quality guest service, hands on positive customer relations and promoting the rated play and frequency of hosted players for Northern Quest Casino.

Requirements

2-5 years of casino host or related service industry experience; or equivalent combination of education and experience.
Proficient in the use of Microsoft programs and other computer software (player tracking).
Ability to read and write short memorandums.
Must have excellent interpersonal skills to effectively work with staff as well as guest.
Must possess a friendly and professional demeanor, make eye contact while speak, ability to work under stressful situations, and able to cope with many challenges.
Ability to speak effectively before groups of customers or team members.
Ability to maintain effective working relationships with all levels of the organization
Skill in effectively, communicating information through verbal and written correspondence to team members, managers, clients, customers, including writing reports and business correspondence
Skill in solving practical problems and dealing with situations where only limited standardization exists.
Ability to obtain and maintain a WA State Gaming License.
Ability to obtain and maintain a Tribal Gaming License.
Ability to obtain and maintain Class III Certification.
Ability to maintain confidentiality and internal & external guest information.
Ability to pass Title 31 testing.
Valid driver’s license.
Must be willing to work nights, weekends, holidays and flexible hours.

Nice To Haves

Associate degree (A.A.) or equivalent from two-year college or technical school preferred.

Responsibilities

Responsible for monitoring and increasing rated play for hosted players on slots and table games.
Actively develops and maintains guest loyalty and incremental visitation through personal contact such as on-property hosting, off-property entertaining, telemarketing, direct mail, and email using available amenities and promotional opportunities.
Make appropriate business decisions, based on recorded play, earned points, comp availability and customer profitability, including approval and monitor comp issuance based on player performance and host discretion
Ability to handle difficult situations, interactions, guest inquiries/and or complaints that may arise with tact and professionalism in positive manner while following all appropriate internal controls and guidelines.
Work to utilize company resources including experiential events, engagement/participation marketing, and existing customers to actively recruit VIP players.
Cultivate internal relationships to ensure seamless on-property execution by operational teams and proactively mitigate any potential service issues.
Identify ways to increase efficiencies or improve products and services.
Project warmth and enthusiasm in person and on the phone; build rapport to strengthen relationships and encourage trials as well as repeat visitation.
Maintain a high level of player recognition, confidentiality and personal service to existing guests.
Assists with development of Casino Host strategic planning.
Able to regain guest loyalty under difficult circumstances.
Proactively re-establishes relationship with former guests through various marketing programs
Respond to guest requests, questions or problems in a timely fashion.
Must be able to resolve and handle difficult situations on the spot
Maintain strong presence on the Casino floor to identify prospective players
Manage book of business with the intent of increasing spending on targeted, high value, casino patrons.
Meets and greets jackpot winners of a certain amounts to congratulate and offer complimentary amenities that may lengthen stay or increase spend.
Attend player parties and function to help take care of the identified player needs and requests both on site and off property.
Complete required reports on assigned player activities and potential.
Ensure compliance with the Kalispel Tribe of Indians - State of Washington Gaming Compact, Internal Controls, NIGC Regulations, and Northern Quest Policies and Procedures.
Adheres to department policies, procedures, activities and strives to achieve short and long–term goals and objectives for the Host Department
Enforces policies and procedures to control and protect the assets of the Kalispel Tribe.
Attend marketing planning sessions when scheduled and provide input and propose improvements to event development and VIP marketing.
Displays positive, professional attitude and presentation at all times when communicating with guests and team members.
Acts as a resource to guest and casino departments, by maintaining a working knowledge of the Casino’s facilities and special events and advising guests of same.
Promotes the success of the Camas Club, by explaining this marketing tool to guests, issuing membership cards and demonstrating the various methods of use.
Prepare correspondence, memos, forms reports and other miscellaneous paperwork, as needed.
Determines and facilitates all requirements to ensure successful player development functions/activities, including but not limited to issuing complementary items or service.
May be required to assist with the distribution and execution of the casino continuity program.
Maintains a clean, safe, hazard-free work environment with area of responsibility.
Can be required to be a panelist for the Internal Review Board Process.
This job description does not list all of the duties of this position. You may be instructed by management to perform other duties as assigned.