Relationship Marketing Host

San Manuel Band of Mission Indians•Highland, CA

4d•Onsite

About The Position

Under the direction of the Manager, Relationship Marketing, the Relationship Marketing Host provides mid-tier guests with a best-in-class experience. The role builds guest loyalty through sales and marketing techniques that foster exclusive guest relationships and generate gaming revenue. The host remains highly visible and interactive with premium guests and represents the goals and priorities of the Tribe in a manner that upholds the Tribal Community’s vision, mission, and values. As a member of the Player Development Department and a Yaamava’ Resort & Casino Ambassador, the host takes personal ownership of actions that serve the best interests of the enterprise. The host uses individualized marketing to understand guest activity and preferences, tailors offers and incentives, meets management-set outreach goals, prospects for new opportunities, and develops guests to extend and acquire trips or progress to higher tiers. The role also supports the guest journey, monitors event and promotion effectiveness, provides temporary coverage for assigned Casino Host databases and communication channels as directed, and hosts player events onsite and offsite. The primary work environment is a climate-controlled casino and resort. The role may involve travel to meetings, trade shows, conferences, promotional events, and San Manuel properties. Evening, weekend, and holiday shifts may be required. The position involves computer and office-equipment use, extended periods of sitting, standing, or walking, and occasional lifting of up to 40 pounds. The employee may be exposed to fumes or airborne particles, including secondhand smoke. Reasonable accommodation will be made in compliance with applicable law.

Requirements

High school diploma or GED.
At least two years of experience in casino/gaming, sales, marketing, or customer service.
Drive to exceed revenue-generation targets.
Intermediate proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and Access.
Outstanding communication skills.
Ability to maintain a professional image, polished appearance, and professional demeanor.
May be required to communicate verbally and in writing in Chinese, Vietnamese, Korean, or Tagalog.
Ability to meet the physical demands of the position, including occasional lifting of up to 40 pounds, and to work in a fast-paced, high-demand environment.

Nice To Haves

Bachelor’s degree in hospitality, marketing, or a related field.

Responsibilities

Use a “Segment-of-One” marketing approach to track each mid-tier guest’s activity and preferences and tailor offers and incentives to individual interests.
Meet or exceed management-established goals and measurable objectives for daily calls and written correspondence to active, inactive, and potential new guests.
Comply with enterprise expectations, including policies, procedures, industry regulations, and department guidelines.
Prospect for new and reactive opportunities and develop mid-tier guests to extend and acquire trips.
Progress players through each tier or toward a premium-level average.
Handle guest-journey arrangements, including hotel accommodations, dining reservations, entertainment, and folio clearance at checkout.
Monitor guest participation and track guest feedback to assess the effectiveness of events and promotions.
Temporarily serve as a point of contact for assigned Casino Host databases and communication channels as directed by management.
Support and service players within assigned databases and the management-approved scope of the position to maintain continuity of guest service.
Monitor player activity, identify guest needs, provide timely updates on database performance, and communicate with management about engagement opportunities and service-related matters.
Escalate guest requests, exceptions, and matters outside the approved scope to management for review and direction.
Attend and host player events onsite and offsite in areas assigned by management.
Perform other duties as assigned to support efficient department operations.