CASINO HOST

Sandia Resort & Casino; Albuquerque (NM); On-site; USD 40,000 - 60,000; Full time

Job summary

Sandia Resort & Casino in Albuquerque, NM is seeking a Casino Host to cultivate VIP players through personalized service and strategic engagement. You will greet high-end patrons, coordinate travel and hotel arrangements, and manage comp authorizations while maintaining confidentiality and a high level of visibility across the casino.

Strong interpersonal skills, bilingual Spanish/English preferred, and the ability to travel to events are valued.

Qualifications

• High School Diploma or GED; two years casino or outside sales experience.
• Must be at least 21 years of age.
• Bilingual Spanish/English is preferred.

Responsibilities

• Identifies and cultivates premium slot and table game players by developing strong business relationships with high-end patrons.
• Maintains a book of VIP patrons and analyzes business data to drive incremental visits.
• Greets and services patrons with exceptional customer service and resolves issues as needed.
• Coordinates travel, hotel, golf, spa, etc. within guidelines to drive VIP business.
• Processes comp authorizations and daily resort point transactions with minimal errors.
• Promotes Peak Rewards registration and supports casino promotions and events.

Skills

Interpersonal skills

Communication skills

Team-building

Problem-solving

Verbal communication

Cross-department collaboration

Professional appearance

Motivation

Education

High School diploma or GED

College degree (preferred)

Tools

Windows OS

Microsoft Office

Job description

DescriptionPosition SummaryThe Casino Host is responsible for driving business revenue by cultivating and developing VIP customers through personalized serviceOur philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future. Essential Duties and ResponsibilitiesIdentifies and cultivates premium slot and table game players by developing strong business relationships with high-end patronsMaintains a book of VIP patrons, analyzing business data and drives incremental visitsServes as the company ambassador in daily operations, events and promotionsBalances administrative work while maintaining a high level of visibility throughout the facilityGreets and services all patrons with exceptional customer serviceAbility to deescalate volatile situationsTracks patron visits to understand customer behaviorArranges transportation, hotel, golf, spa, etc. within established guidelines to drive business with VIP patronsCoordinates and manages the processing of comp authorizations and daily resort point transactions with less than 1% exception rateHas expertise in all manners of communication to maintain and grow the business.Promotes Peak Rewards registration and membership towards high-limit gaming patronsMay be asked to travel to various markets or events to cultivate new potential high-end patronsAssists with casino promotions and events as requestedKeeps informed of competitive promotional methods and strategiesMeets or exceeds productivity goals as set forth by the Player Development ManagerHandles other duties and assignments as directed by the Player Development ManagerResponsible for daily hotel comp voucher processMust be able to meet the attendance guidelines of the departmental needs and adhere to departmental and company policiesAble to maintain strict confidentialityEmbraces patrons in a positive, authentic and real mannerPunctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia. Additional ResponsibilitiesPerforms other job-related duties as assigned.A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.Team members in this capacity:Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur.Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered.Builds relationships with guests based upon, respect, and confidence while maintaining a friendly, and approachable demeanor. Key Performance IndicatorsThis position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.QualificationsKnowledge, Skills, and AbilitiesMust possess excellent interpersonal, communication, team-building and problem-solving skills.Must have excellent verbal and communication skills.Must be resourceful and highly motivated in seeking out new opportunities.Must be able to work effectively across all departments.Must present a well-groomed, professional appearance. Business attire, i.e. suit jacket with coordinating slacks or skirt.Must have excellent customer service skills.Ability to operate Windows operating system and Office Software, including e-mail. Education and ExperienceRequired:High School Diploma or GED certification.Two (2) years casino or outside sales experience.Must be at least 21 years of age.Preferred:College degree.Bilingual Spanish/English.Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.License/Certifications/RegistrationsMust possess and maintain a valid, unrestricted New Mexico Driver’s License.Must be able to obtain and maintain the required STGC Gaming LicenseWill require a pre-employment and random drug screening.Physical Requirements/Working ConditionsThe following selected physical activities are required to perform the essential functions of this positionPhysical RequirementDescriptionHearingPerceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.KneelingBending legs at knee to come to a rest on knee or knees.LiftingRaising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.PullingUsing upper extremities to exert force to draw, haul, or tug objects in a sustained motion.PushingUsing upper extremities to press against something with steady force to thrust forward, downward, or outward.ReachingExtending hand(s) and arm(s) in any direction.SeeingThe ability to perceive the nature of objects by the eye.WalkingJob requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.SittingParticularly for sustained periods of time.StandingParticularly for sustained periods of time.StoopingBending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.TalkingExpressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.Working Conditions Required:Work is performed indoors.Must be willing to work any shift and any day when necessary.Must be able to work extended hours during special events, including limited overnight travel.Work hours subject to change with overtime work required.Subject to hazards which may cause personal bodily harm; smoke; diseases; cuts bruises, burns, common cold, influenza, dust, odors and elevated noise levels.Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.Duties may involve walking, standing for long periods of time, sitting and crouching.Specific required movements include the following:Trunk – bend, twist, rotate, push, pull, carry.Arms – reach, carry, lift, twist, and rotate.Legs – lift, push, pull, twist, and rotate.Hands – grasp, manipulate, bilateral coordination, overall and finger dexterityHand and eye coordination.