Casino Host

Great River Resort & Casino; Burlington (IA); On-site; USD 42,000 - 45,000; Full time

Job summary

Great River Resort & Casino is seeking a Casino Host to deliver quality guest service, build relationships, and promote events and company programs. The role focuses on enhancing guest experiences and driving incremental revenues through personalized service on and off property.

Requirements include 1+ year of casino experience, knowledge of KCMS or MGT programs, and the ability to obtain a Class “C” gaming license. Nights, weekends, and holidays are required.

Qualifications

• Previous customer service experience.
• 1+ years prior casino experience and knowledge of KCMS, MGT programs preferred.

Responsibilities

• Build and maintain professional patron relationships and personalized service.
• Promote events, programs and entertainment to increase guest visits and revenues.
• Maintain guest profiles and gaming activity records in relationship management software.
• Provide guest liaison services and resolve issues to ensure exceptional service.
• Coordinate with other departments for efficient task completion and guest satisfaction.
• Attend off-property functions as required and operate on nights, weekends, and holidays.

Skills

Customer service

Excellent communication

Relationship building

Tools

KCMS

MGT programs

Job description

Pay:

$42,000-$45,000 /yr with bonus opportunity

Summary:

The Casino Host is responsible for providing quality guest service, guest satisfaction, and for the incremental growth of guest visits and the theoretical/actual revenues. This position also facilitates entertainment for guests by promoting events and company programs.

Essential Functions:

• Responsible for building and establishing strong professional patron relationships through specialized, personalized and preferential services focused on the players stated preferences.
• Responsible for building player loyalty and promoting return visits by maintaining contact with players through the telephone, on-property hosting, and off-property entertaining.
• Responsible for knowing the names and gaming activity of assigned players.
• Responsible for updating and maintaining account information and player profiles through utilization of casino relationship management software.
• Responsible for observing special events in the lives of assigned players, by preparing and mailing birthday and/or anniversary cards, newsletters, and personal notes, whenever possible.
• Responsible for cultivating leads received through in-house channels and through networking the established customer base.
• Responsible for acting as a guest liaison, by handling guest issues and resolving situations to ensure smooth operations and excellent customer service. Report same to management.
• Responsible for receiving and handling incoming phone calls for fellow Casino Hosts in their absence.
• Responsible for managing player accounts and comps based on recorded play, earned points, comp availability and patron profitability.
• Responsible for actively assisting high margin players with restaurant, hotel, special event and off-property reservations.
• Responsible for preparing and submitting required reports and paperwork in a timely fashion.
• Responsible for maintaining the integrity of the compensation program.
• Responsible for interfacing with other departments to develop key relations for maximum efficiency in completing tasks.
• Responsible for maintaining a high level of visibility on the casino floor.
• Responsible for performing tasks relating to casino promotions & player events.
• Responsible for ensuring compliance with all federal, state and local regulations, Internal Controls and company departmental policies. Additionally, contribute to the establishment of said policies as needed.
• Responsible for other projects and duties as assigned by management.

Education, Training, & Experience:

• Previous customer service experience.
• 1+ years prior casino experience and knowledge of KCMS, MGT programs preferred.

Requirements:

• Must be able to obtain and hold a Class “C” gaming license.
• Must present a professional demeanor with a very outgoing and friendly nature.
• Must have excellent communication skills with the ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
• Must be able and willing to attend off property functions.
• Must be able to work nights, weekends, and holidays.