Casino Hosts

Q Casino + Resort; Dubuque (IA); On-site; USD 42,000 - 60,000; Full time

Job summary

Q Casino + Resort in Dubuque, IA is seeking a Casino Host to maintain relationships with high-margin players and assist Executive Casino Hosts in identifying potential new players.

The role emphasizes customer service, sales, and supervisory experience, with responsibilities including managing player accounts, promoting loyalty programs, and coordinating events on the casino floor.

Qualifications

• BA in Marketing or Marketing/Business related field.
• 3+ years progressive experience in customer service or casino environment.
• 1+ years supervisory experience.

Responsibilities

• Establish and maintain relationships with players meeting play criteria.
• Maintain a block of players each fiscal quarter and meet goals.
• Host and support promotions, events, and VIP functions.
• Update player profiles and report feedback daily.
• Ensure compliance with policies and guest service standards.

Skills

Customer service

Sales

Supervisory

CRM software

Education

BA in Marketing or related field

3+ years experience in customer service or casino environment

Tools

Word

Excel

Outlook

Job description

Job Details

Job Location: Q Casino + Resort - Dubuque, IA 52001Position Type: Full TimeQ CASINO + RESORT

Casino Host

BASIC FUNCTION

Maintain existing high margin players while at Q Casino and assist Executive Casino Hosts in identifying potential new players.

ORGANAZATIONAL RELATIONSHIPS

Reports to: Player Development/Promotions Manager

SPECIFIC DUTIES AND RESPONSIBILITIES

• Establish and maintain positive customer relationships with players who meet establish play criteria.
• Maintain a block of players each fiscal quarter and meet established goals.
• Position is bonus eligible every fiscal quarter.
• Build player loyalty and promote return visits by maintaining contact and assistance with player needs on the floor.
• Execute redemption of hotel stays, show tickets and any others deemed necessary.
• Must know the names and gaming preferences of hosted players
• Update, maintain and acquire account information and player profiles through utilization of casino relationship management software.
• Recognize special events in the lives of hosted players, by assisting Executive Casino Hosts in preparing and mailing birthday and/or anniversary cards, newsletters, and personal notes, whenever possible.
• Maintain accurate records of player interactions and preferences.
• Act as a guest liaison, by handling guest issues and resolving situations to ensure smooth operations and excellent customer service.
• Acquire and report competitor information.
• Report all feedback from guests to management with daily shift reports.
• Manage player account comp balances based on recorded play, earned points, comp availability and patron profitability.
• Prepare and submit required reports in a timely fashion.
• Interface with other departments for maximum efficiency in completing tasks.
• Conduct email, phone, text communications to promote casino events, loyalty programs and special offers to retain and drive new high-value players.
• Maintaining a high level of visibility on the casino floor.
• Host and support special events and VIP functions.
• Assist with all promotions in accordance to posted rules.
• Ensure compliance with all federal, state and local regulations, Internal Controls and company and departmental policies. Additionally, contribute to the establishment of said policies as needed.
• Responsible for other projects and duties as assigned by management.

EDUCATION, TRAINING AND EXPERIENCE

• BA in Marketing, Business or related field OR 3+ years progressive experience in customer service, sales or casino environment.
• 1+ years prior supervisory experience.
• Knowledge of computer programs, including but not limited to Word, Excel and Outlook.

STANDARDS OF PERFORMANCE

• Must present a professional demeanor with a very positive, outgoing and friendly nature.
• Must have excellent oral and written 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 to multitask and get assignments completed within a short period of time.
• Must be able and willing to attend off property functions.
• Must be able and willing to be available during assigned working hours to assist high margin and hosted players.
• Must be able and willing to work non-traditional schedules, particularly nights, weekends and holidays.

MENTAL AND PHYSICAL REQUIREMENTS

• Generally walking and standing with some sitting.
• Ability to move up to 25 lbs.

WORKING ENVIRONMENT AND CONDITIONS

• Inside and outside work environment.
• Exposed to cigarette smoke.
• Loud noise levels.

EQUIPMENT AND TOOLS

General office equipment including, but not limited to:

• Computer, Printer, Embosser and Digital Camera
• 2-way radio, PA System and Telephone
• Copier, letter folder, paper cutting and postage

Qualifications