Sr. Casino Host

Muckleshoot Casino Resort • Auburn, WA

3h • Onsite

About The Position

This role is responsible for being the face of MCR for new hires and team members, exemplifying MCR’s values and setting a great example by always demonstrating excellent guest service and professionalism. The Sr. Casino Host will engage in proactive, targeted sales efforts to identify and enroll high-value gaming guests into the casino's Players Club, increasing the VIP and rated guest base. This role will build and sustain relationships with VIP clients, aiming to meet gaming revenue goals established by management and act as a key point of contact, enhancing guests’ experiences through consistent engagement. Regular check-ins with VIP clients via phone, email, or in-person meetings will be conducted to ensure high satisfaction and retention. The Sr. Casino Host will set an example for the team by demonstrating premier guest service, respond to guest inquiries promptly and provide thorough knowledge about the property’s events, amenities, and services. This role will organize and host both on-property and off-property events tailored to VIP clientele, ensuring a memorable guest experience. Coordination of out-of-state player development trips and host events, maintaining engagement remotely as needed, will also be a key responsibility. The Sr. Casino Host will manage and maintain VIP client accounts with detailed attention to preferences and historical data for personalized experiences, and utilize casino CRM systems to identify high-value clients and track interactions and outcomes of engagement efforts. Targeted telemarketing campaigns will be conducted to invite high-value clients to future events. The role involves making informed decisions within casino guidelines regarding client comps, event invitations, and personalized offerings, and ensuring all VIP requests for show tickets or event access are secured and communicated accurately. Collaboration with Marketing, Gaming, and the Resorts teams is essential to ensure consistent and high-quality service for VIP guests. Maintaining professionalism and clear communication across teams to support seamless service for clients, and suggesting and supporting new methods to enhance VIP services and contribute to creating a positive work environment for the team are also key aspects of this role. The Sr. Casino Host will create, maintain, and facilitate a positive and safe work environment, promote positive team member relations and report issues to the appropriate personnel. Additional tasks may be required to ensure the overall success of each event, which may include supporting different events like trade shows.

Requirements

• 4 years in gaming, hospitality, or account management specifically within guest service roles required.
• Prior experience with high-level client interaction and a track record of meeting or exceeding service expectations in a large casino or resort environment is preferred.
• 2 years of experience specifically as a casino host or in player development, focusing on VIP relationship management, event hosting, and direct client outreach.
• Demonstrable success in client acquisition, account management, or casino sales, with a track record of exceeding revenue targets.
• Proficiency with CRM systems used for tracking engagement, managing player accounts and optimizing sales strategies.
• Strong computer skills, particularly in Microsoft Office Suite, and an ability to navigate other role-specific software.
• Strong organizational and multitasking skills, especially in managing high-profile VIP events and guest interactions.
• A systematic, process-oriented approach to ensuring seamless guest experiences, tailored to the unique needs of high-value clients.

Nice To Haves

• Bachelor’s degree in marketing, Business, Hospitality, or related field preferred. Equivalent relevant experience in a high-touch sales or service environment may be considered in lieu of degree.
• Subject matter expert knowledge of cultivating, retaining, and growing relationships with both new and existing gaming guests to drive revenue and enhance client loyalty.
• Strong time-management abilities, with a talent for balancing multiple tasks while maintaining service quality.
• Solid understanding of CMP (or similar player tracking systems) for managing client data and insights to tailor service and engagement effectively.
• Experience with entertainment and ticketing software such as PCET, enabling smooth coordination of VIP event access and special requests.
• Advanced skills in Microsoft Office Suite and other relevant systems, ensuring efficient data management, reporting, and communication.
• Strong organizational skills with a systematic, detail-focused approach, ensuring an exceptional and seamless experience for VIP guests from start to finish.
• Ability to prioritize and handle multiple tasks effectively, balancing client needs, event coordination, and operational demands.
• Maintain a high level of composure in high-stress situations, while ensuring the utmost confidentiality with guest information and interactions.
• Exceptional verbal and written communication skills with fluency in English, that enhance guest relations and clearly convey the value of casino offerings and events.

Responsibilities

• Be the face of MCR for new hires and team members; exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism.
• Engage in proactive, targeted sales efforts to identify and enroll high-value gaming guests into the casino's Players Club, increasing the VIP and rated guest base.
• Build and sustain relationships with VIP clients, aiming to meet gaming revenue goals established by management. Act as a key point of contact, enhancing guests’ experiences through consistent engagement.
• Conduct regular check-ins with VIP clients via phone, email, or in-person meetings to ensure high satisfaction and retention.
• Set an example for the team by demonstrating premier guest service.
• Respond to guest inquiries promptly and provide thorough knowledge about the property’s events, amenities, and services.
• Organize and host both on-property and off-property events tailored to VIP clientele, ensuring a memorable guest experience.
• Coordinate out-of-state player development trips and host events, maintaining engagement remotely as needed.
• Manage and maintain VIP client accounts with detailed attention to preferences and historical data for personalized experiences.
• Utilize casino CRM systems to identify high-value clients and track interactions and outcomes of engagement efforts.
• Conduct targeted telemarketing campaigns to invite high-value clients to future events.
• Make informed decisions within casino guidelines regarding client comps, event invitations, and personalized offerings.
• Ensure all VIP requests for show tickets or event access are secured and communicated accurately.
• Work closely with Marketing, Gaming, and the Resorts teams to ensure consistent and high-quality service for VIP guests.
• Maintain professionalism and clear communication across teams to support seamless service for clients.
• Suggest and support new methods to enhance VIP services and contribute to creating a positive work environment for the team.
• Creates, maintains, and facilitates a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.
• Perform additional tasks as required to ensure the overall success of each event, which may include supporting different events like trade shows.

Benefits

• Competitive salary of $63,118- DOE with discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental and vision coverage for you and competitive premiums for your dependents.
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability and accidental death and dismemberment coverage.
• Flexible Spending Account options for health care expenses.
• Company-paid gaming licenses (Class A & Class B)
• Variety of additional voluntary benefits and retirement plans

What This Job Offers

• Job Type: Full-time
• Career Level: Senior