Casino Host

Acorn Ridge Casino; Plymouth (CA); Presencial; USD 59.000 - 72.000; Jornada completa

Descripción de la vacante

Acorn Ridge Casino is seeking a Casino Host to develop relationships with high-value and mid-tier players, increasing visitation and loyalty. You will manage a portfolio, coordinate comps and VIP experiences, and ensure accurate OPTX documentation and reporting.

The role requires strong communication, organization, and familiarity with casino systems; a high school diploma is required and a flexible schedule is expected, including nights and weekends.

Formación

• Strong verbal and written communication and problem solving.
• Ability to learn OPTX and casino/hotel reservation systems.
• Understand player-worth and confidentiality guidelines.

Responsabilidades

• Manage an assigned portfolio of 250–350 players with personalized contact.
• Maintain player records and document interactions in OPTX.
• Coordinate comps, reservations, and VIP arrangements with departments.
• Provide proactive guest outreach and drive visitation, loyalty, and revenue.
• Maintain professional presence on the casino floor and at events.

Conocimientos

Verbal communication

Organization

Problem solving

Multitasking

Educación

High school diploma

Herramientas

OPTX

Casino management system

Microsoft Office

Descripción del empleo

• Location 9252 BUSH ST,Plymouth, CA, 95669-9008,United States
• Base Pay $65,520.00 / Year
• Employee Type FT Non Exempt

Description

The Casino Host develops and maintains relationships with assigned high-value, mid-tier, and emerging players to increase visitation, retention, loyalty, and gaming revenue. The position delivers personalized guest service, manages an assigned player portfolio, conducts proactive outreach, supports player development, coordinates approved casino, hotel, dining, and event experiences, and serves as a visible host on the casino floor and at special events . The Casino Host uses OPTX as the official player relationship management and documentation system, maintains complete and timely player records, and follows all company policies, comp guidelines, confidentiality requirements, and gaming regulations.

Requirements

Required Qualifications

Strong verbal and written communication, organization, follow-through, judgment, discretion, and problem-solving skills.

Ability to learn and consistently use OPTX, the casino management system, hotel and reservation systems, email, Microsoft Office, and other assigned technology .

Ability to understand player-worth information and apply approved comp, reinvestment, offer, and confidentiality guidelines.

Ability to manage multiple priorities, meet deadlines, work independently, collaborate across departments, and remain professional in high-pressure guest situations.

Ability and willingness to work a flexible schedule based on business needs, including nights, weekends, holidays, extended hours, and special events .

Must be able to obtain and maintain all licenses, registrations, certifications, and work permits required for the position.

Must be at least 21 years of age.

Education and Experience

High school diploma or equivalent required.

Previous experience in casino operations, player development, hospitality, guest service, sales, marketing, or a related customer-facing position preferred.

Employment Disclaimer

Nothing in this job description alters the at-will nature of employment or creates a contract of employment. Acorn Ridge Casino reserves the right to modify , revoke, or change this job description at any time.

Must be 21-yrs or older to work at Acorn Ridge Casino.

Summary

Essential Duties and Responsibilities

Player Relationship and Portfolio Management

Manage an assigned portfolio of approximately 250-350 active players, or another portfolio size established by management, and maintain consistent, personalized contact with those players.

Develop a working knowledge of assigned players' gaming preferences, visitation patterns, interests, milestones, dining and hotel preferences, special occasions, and service needs.

Build relationships that support increased visitation, retention, loyalty, rated play, theoretical win, average daily theoretical, and overall guest value.

Identify and cultivate emerging high-value players, unhosted qualified players, inactive or declining players, competitive opportunities, and reactivation opportunities.

Create individualized contact and follow-up plans based on player worth, preferences, activity, and business opportunity .

OPTX and Player Documentation

Use OPTX as the official system of record for player relationship management, outreach, tasks, follow-up, and reporting.

Begin each scheduled shift by reviewing assigned OPTX dashboards, tasks, opportunities, alerts, VIP and hotel arrivals, birthdays, jackpot activity, inactive or declining players, and other priority lists identified by management.

Document every meaningful guest interaction, outbound contact, request, preference, issue, resolution, commitment, event response, and required follow-up in OPTX before the end of the shift.

Create, update, and complete OPTX tasks accurately and by the assigned deadline; maintain complete notes that allow another authorized team member to understand the relationship and provide appropriate follow-up .

Maintain accurate player contact information and promptly report suspected duplicate, merged, inaccurate, or restricted account information through the appropriate internal process.

Protect all player information and use guest data only for authorized business purposes in accordance with company policy and applicable regulations.

Guest Outreach and Player Development

Conduct proactive, personalized outbound communication by telephone, text message, email, or other approved channels to promote relevant offers, events, amenities, and reasons to visit.

Meet established departmental outreach, engagement, and follow-up standards. Current benchmarks include approximately 30 quality outbound contacts and at least 15 meaningful on-floor guest interactions per scheduled workday, subject to adjustment by management based on business needs, assignments, schedules, and event responsibilities.

Prioritize meaningful conversations and measurable outcomes, including confirmed visits, hotel and dining reservations, event registrations, reactivated players, new hosted players, increased visitation, and improved player value.

Follow approved contact preferences, communication standards, opt-out requirements, and responsible gaming procedures.

Complete timely follow-up after significant visits, jackpots, birthdays, service recoveries, hosted events, missed visits, and other identified player opportunities.

Floor Presence and Guest Service

Maintain a professional, approachable, and visible presence on the casino floor and in assigned guest areas during scheduled shifts.

Recognize and greet known players promptly, use guest names when appropriate , and personally escort guests or connect them with the correct department rather than simply directing them.

Anticipate guest needs and take ownership of questions, requests, complaints, and service issues through resolution or appropriate escalation .

Provide timely guest recovery within authorized guidelines and document the concern, action taken, outcome, and any required follow-up in OPTX.

Maintain professional boundaries, sound judgment, discretion, and confidentiality in all guest relationships.

Comps, Reservations, and VIP Coordination

Review player activity and issue discretionary comps only within approved authority, player-worth guidelines, departmental procedures, and available system permissions.

Document comps, reservations, exceptions, and related guest communication accurately; obtain advance approval for requests outside established authority.

Coordinate approved hotel stays, dining reservations, amenities, transportation, entertainment, and other VIP arrangements with the appropriate departments .

Confirm arrangements, communicate important guest details to authorized departments, and follow up to ensure the experience is delivered as promised.

Promotions, Events, and Tournaments

Complete assigned invitation and RSVP outreach by established deadlines and maintain accurate responses in OPTX and any approved event tracking process.

Support event preparation and execution, including guest lists, confirmation calls, check-in, hosting, player engagement, issue resolution, drawing or tournament responsibilities, and post-event follow-up.

Understand current promotional rules and communicate offer eligibility and event information accurately without making unauthorized promises or exceptions.

Provide timely event recaps, guest feedback, attendance information, service concerns, and player opportunities to management .

Communication, Teamwork, and Accountability

Work collaboratively with Marketing, Ridge Rewards, Cage, Hotel, Food and Beverage, Slots, Table Games, Security, IT, Finance, and other departments to deliver a coordinated guest experience.

Maintain clear shift communication and provide appropriate coverage information so player commitments and follow-ups are completed during absences or schedule changes.

Complete required daily, weekly, and monthly reports, player-development updates, event recaps, and performance scorecards accurately and on time.

Participate in required training, coaching, meetings, role-play, system instruction, and performance-development activities.

Meet established standards for outreach, OPTX documentation, task completion, guest engagement, service recovery, event support, and player-development results.

Report operational, guest-service, compliance, safety, or responsible gaming concerns immediately through the appropriate chain of command.

Perform all other duties and responsibilities as assigned.

Performance Expectations

Performance will be evaluated using both activity and results. Benchmarks may be adjusted by management based on business volume, scheduled hours, portfolio assignment, events, and departmental priorities. Current expectations include:

Approximately 30 quality outbound contacts per scheduled workday, or the equivalent established weekly goal.

At least 15 meaningful on-floor guest interactions per scheduled workday, or the equivalent established weekly goal.

100% documentation in OPTX of meaningful guest interactions, commitments, issues, and follow-up before the end of the shift.

Timely completion of assigned OPTX tasks and required guest follow-up.

Measurable contribution to confirmed visits, hotel and dining reservations, event registrations, reactivation, retention, player development, guest satisfaction, and gaming revenue.