Casino Host (Slots) - FT

Kaizen Lab Inc.; Calgary; On-site; CAD 42,000 - 65,000; Full time

Job summary

Kaizen Lab Inc. in Calgary, AB, is seeking a Casino Host/Hostess to craft VIP engagement experiences and manage guest journeys with internal stakeholders at on-site and partner venues. The role drives guest satisfaction through personalized service, events, and feedback integration.

You will require strong customer service, public speaking, and English communication skills; a hospitality diploma is valued and licensing requirements must be met. Flexible scheduling applies.

Qualifications

• High school diploma or equivalent required; hospitality education valued.
• Experience in VIP guest services or casino host roles preferred.
• Excellent verbal and written English; ability to engage guests professionally.

Responsibilities

• Actively cultivate and organize VIP guest knowledge and databases.
• Create personalized VIP experiences and drive event participation.
• coordinate with internal stakeholders for on-site and third-party events.
• Maintain guest feedback and facilitate continuous service improvements.
• Oversee reservations, seating, and post-event reporting.

Skills

VIP guest engagement

Public speaking

Customer service

English communication

MS Office

Education

High school diploma or equivalent

Post-secondary Hospitality Diploma or equivalent

Tools

MS Office Suite

Job description

Job Overview

The Casino Host/Hostess acts as the first point of contact for our guests and plays a key role in crafting exceptional VIP engagement experiences. This position professionally manages guest experiences in an active, hands-on manner, via collaborative coordination of individual and event-based experiences with multiple internal stakeholders, both on-site and at third-party venues. This role reports to the Player Development Manager.

Responsibilities & Duties

Relationship Cultivation & Development

• Actively and continually cultivating and organizing individual VIP guest knowledge base, built on a high level of personal detail retention such as general gaming likes and dislikes, dining preferences, sport/entertainment/personal interests.
• Creating and catering to experiences with the goal of engaging interests to drive repeat attendance and engagement, and VIP guest retention.
• Leveraging VIP guest knowledge to drive additional engagement and event attendance.
• Completing administrative tasks associated with player development, as well as engaging with interdepartmental stakeholders to provide feedback on guest experiences, successes, challenges and potential new engaging events and/or experiences.
• Building, retaining and growing VIP player database.

Marketing & Promotions

• Engaging in direct personalized marketing events via in-person interactions, as well as social media, email/calls.
• Executing internal and external loyalty programs, events or device launches via direct VIP guest engagement.
• Participating in the development and maintenance of marketing tracking tools, databases, etc.
• Analytical tracking of VIP player visitations, event participation, average bets per spin, preferred games or game types.
• Determining complimentary item per VIP guest distribution via tracking tools.
• Actively maintains and builds on the ACE Casinos brand- as the industry leader in exceptional VIP guest experiences and services.

Administrative

• Oversee and seek continuous improvement of the delivery of services to VIP guests.
• Completion of detailed post-event, promotion or engagement reports.
• Collection and tabulation of internal engagement costing on micro and macro levels.
• Monitor and adapt VIP guest experience during live events or promotions- includes monitoring event area activities, cleanliness, service levels and driving engagement or conversation.
• Complete reservations or event seating, upon request or as directed.
• Respond to VIP guest concerns, feedback and respond or elevate as necessary.
• As necessary, tend directly to major electronic devices which may require removal of electronic parts.
• Other duties as assigned or directed.

Experience & Education

• High school diploma or equivalent.
• Post-secondary Hospitality Diploma or equivalent, considered an asset.
• Previous Casino Host experience specific to gaming or slots, considered an asset.
• Minimum one (1) year tradeshow/event hosting considered an asset.
• Minimum one (1) year host/Maître d experience considered an asset.

Skills & Abilities

• Proven excellent customer service focus.
• Experienced and comfortable public speaking- small to large group engagement and events.
• Professional and engaging demeanor, capable to tactfully engage patrons.
• Exceptional English verbal and written communication skills, with an emphasis on sales, engagement and positive experience generating.
• Basic to intermediate knowledge of MS Office Suite (Outlook, Word, PowerPoint and Excel).
• Maintain focus in a high volume, high engagement environment while achieving assigned goals and tasks.
• Lead, engage and adapt in high or low attendance events.
• Accountable, dependable and collaborative with all levels of internal leadership.

Requirements

• Must be at minimum 18 years of age or older.
• Must have a valid, unrestricted class 5 driver’s license.
• Must have a clean driver’s abstract.
• Must have or be able to produce a clean Criminal Record’s Check.
• Must have or be able to obtain an AGLC Registered Gaming Worker’s License.
• Must have or be able to obtain the following licenses or permits:
• Deal Us In- Phase 1
• ProServe
• Anti-Money Laundering (AML)
• Lotto Learn
• Must be available on a flexible basis, which includes day, evenings, overnight, weekends and holidays.

Work Conditions and Physical Requirements

• Frequent Walk/stand - Must be able to walk/stand throughout much of the shift throughout all outlets of the Casino and third-party venues (as required).
• Frequent Talk/hear - Must be able to detect, determine, identify, observe, inspect, collect and professionally communicate information, and assess- in relaxed or high volume/high pressure environments. This positions frequently communicates with guests and employees throughout the entirety of the shift and requires attention to detail and other cognition.
• Frequent Fine Motor Skills- Repetitive use of hands and fine tactile motor skills.
• Occasional kneeling, pushing, and pulling.
• Occasional ascending or descending ladders, stairs, and ramps. May require increased frequency at third party venues.
• Occasional lifting and carrying up to 25 lbs.
• Frequently works in an indoor, fast-paced environment. May require work outdoors/outside dependent on scheduled promotional events or third-party venues.