Relationship Marketing Host

San Manuel Casinos•Highland, CA

2d•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 visible and interactive with premium guests, demonstrates professionalism, and champions the Tribe’s goals and priorities in a manner that reflects 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 to ensure actions support the best interests of the enterprise. The Host uses a Segment-of-One marketing approach to track each guest’s activity and preferences and tailor relevant offers and incentives. The position also supports guest journeys, develops mid-tier players, monitors engagement and feedback, and may temporarily service assigned Casino Host databases and communication channels within management-approved limits. The primary work environment is a climate-controlled casino and resort. Travel to meetings, trade shows, conferences, promotional events, and San Manuel properties may be required. Evening, weekend, and holiday shifts may be required. The role operates in a fast-paced, high-demand environment and may involve exposure to fumes or airborne particles, including secondhand smoke.

Requirements

High school diploma or GED required.
At least two years of experience in casino/gaming, sales, marketing, or customer service required.
Drive to exceed revenue-generation targets.
Intermediate proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and Access.
Outstanding verbal and written communication skills.
Maintain a professional image, polished appearance, and professional demeanor.
May be required to communicate verbally and in writing in Chinese, Vietnamese, Korean, or Tagalog.
May be required, at the discretion of the San Manuel Tribal Gaming Commission, to obtain and maintain a gaming license.
Able to work evening, weekend, and holiday shifts when required.
Able to work in a fast-paced, high-demand environment.
Able to exert up to 10 pounds of force occasionally and negligible force frequently or constantly, and to lift, carry, push, pull, or otherwise move objects weighing up to 40 pounds occasionally.
Able to perform sedentary work involving sitting and standing, and physical activities including balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
Hearing sufficient for conversation in person, by videoconference, and by telephone; speech sufficient to communicate in person, to groups, in meetings, by videoconference, and by telephone.
Close visual acuity sufficient for preparing and analyzing data and figures, transcribing, viewing a computer terminal, reading, and visual inspection.
Mobility sufficient to move safely in an office, walk, stoop, bend, and kneel, and to enter, exit, and operate a motor vehicle during travel to work-related events and properties.
Endurance to sit, walk, and stand for extended periods and maintain efficiency throughout the work shift and during extended work hours.

Nice To Haves

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

Responsibilities

Track the activity and preferences of mid-tier guests using a Segment-of-One marketing approach, and tailor offers and incentives to individual interests.
Meet or exceed management-established goals for daily calls and written correspondence to active, inactive, and prospective 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 premium-level average.
Handle guest-journey arrangements, including hotel accommodations, dining reservations, entertainment, and folio clearance at checkout.
Monitor guest participation and track feedback to evaluate the effectiveness of events and promotions.
As directed by management, temporarily serve as a point of contact for assigned Casino Host databases and communication channels, support and service players within the approved scope, monitor player activity, identify guest needs, provide database performance updates, communicate with management, and escalate requests or matters beyond the approved scope.
Attend and host player events onsite and offsite in areas assigned by management.
Perform other duties as assigned to support efficient department operations.