Club Host

Viejas Casino & Resort; California (MO); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

401(k) matching retirement plan

Medical benefits

Dental benefits

Vision benefits

Paid Time Off

Employee Assistance Program

Tuition reimbursement

Gym membership reimbursement

Pit Stop fuel discount

Job summary

Viejas Casino & Resort seeks an energetic Guest Services Associate to check in guests, greet bus tours, and promote the myViejas club. You will build relationships with players, sign them up for myViejas, and support loyalty programs on the casino floor.

Responsibilities include resolving guest inquiries, maintaining accurate data in CRM, and coordinating with other team members to deliver a positive guest experience. Flexibility for shift changes is required.

Qualifications

• High school diploma or equivalent required.
• Strong customer service and guest relations skills.
• Experience using a Player Tracking System is preferred.

Responsibilities

• Develops relationships with guests to ensure a favorable gaming experience.
• Uses sales techniques to identify Viejas players and promote myViejas cards.
• Handles guest inquiries and resolves issues related to accounts and promotions.
• Maintains accurate guest account information and processes redemptions.
• Promotes casino events and tournaments to encourage return visits.

Skills

Customer service

Guest relations

CRM systems

MS Word & Excel

Communication skills

Education

High school diploma

Tools

Player Tracking System

Microsoft Word

Excel

Job description

Job Summary

Responsible for checking in and out procedures for group tours and charter busses coming to the casino. Builds strong relationships with guests to promote return trips to the casino. Rotate, as needed, through various Player Development positions including providing support for myViejas and signing guests up for myViejas cards at the desk and while they are playing on the casino floor utilizing preferred selling techniques.

Job Description

• Develops relationship and interacts with guests to ensure favorable gaming experience with personalized guest service.
• Builds strong relationships with guests through specialized, personalized and preferential guest services.
• Provides timely response and resolution on guest inquiries and disputes/issues regarding player’s account, point discrepancies or related while ensuring guest satisfaction.
• Ensures guests receive prompt, efficient, and courteous service.
• Uses sales techniques to identify and cultivate relationships with Viejas players who have myViejas Club cards but not hosted and players without myViejas cards.
• Works closely with casino and slot personnel to determine valued guests and cater to them.
• Makes appropriate decisions regarding complimentary by evaluating the gaming activity of individual players such as recorded play, earned points, comp availability, and guest profitability.
• Adheres to guest complimentary guidelines as defined by management.
• Energetically encourages guests to sign‑up for myViejas cards while they are playing on the casino floor utilizing preferred selling techniques.
• Explains the myViejas in detail to all guests, including the benefits and function of the club card and how points are earned.
• Inputs and retrieves guest account information on the computer system accurately and expediently.
• Provides guests with accurate redemption information and issues appropriate redemption.
• Redeems vouchers for promotions.
• Greets and registers all bus tours upon arrival, including giving passengers welcome speech, checking for valid photo ID and myViejas card, explaining coupons and casino promotions, and distributing coupon books. Accurately records all bus information, date, time of arrival and departure, bus company name, driver’s name, number of guests, and bus license number. Accurately records a “stay list” of guests who do not wish to ride back on the bus.
• Communicates with myViejas Leadership to assist with problem resolution, service recovery or other.
• Assists Player Development staff in planning and promoting casino events, parties, promotions, tournaments and other functions to encourage players to make return visits to the casino.
• Maintains confidentiality of all players’ information.
• Places phone calls to guests with scripted information as assigned.
• Maintains all current player accounts by verifying that contact information is accurate to maintain the integrity of the database.
• Learns all facets of the required functions of player tracking system.
• Maintains updated premium player preferences and contact information Via CRM.
• Generates revenue through development of accounts and utilizing current player database.
• Keeps current with all promotions and events in the casino, restaurants, outlet centers, and Viejas Enterprises.
• Demonstrates a complete understanding of all slot and table games and the myViejas Rewards program.
• Protects company assets and reports any fraudulent activity to Surveillance Department and myViejas Leadership.
• Partners with and assists other team members to promote an environment of teamwork and achieve common goals.
• Complies with and follows company and departmental policies and standard operating procedures, applicable governmental laws and regulations.
• Ensures that a clean, safe, hazard‑free work environment is maintained.
• Performs all other duties as assigned.
• Does not provide supervision to others.
• High school diploma, vocational training or the equivalent experience.
• 1 to 3 years related experience and/or training or equivalent combination of education and experience.
• Some sales experience preferred.
• Guest service experience preferred.
• Demonstrated strong customer service skills including enthusiastic, energetic, professional, friendly and courteous behavior at all times.
• Must be able to use a Player Tracking System to review guest accounts for gaming activity, promotions, redemption of promotions and coupons.
• Excellent verbal and written communication skills.
• Detail‑oriented, organized, self‑motivated, and values teamwork.
• Knowledge of basic computer skills including Microsoft Word and Excel.
• Ability to work in a fast paced environment.
• Ability to adjust to and manage change effectively.
• Must be dependable, timely and have high attention to detail.
• Must be flexible to work different shifts, evenings, and holidays.

Hiring Preference

The Viejas Band of Kumeyaay Indians is an equal opportunity employer. Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.

85% of our Management Team have been promoted from within. On our most recent Engagement Survey, 82% of our Team Members expressed that they were grateful to work at Viejas. 40% of our Team Members have worked for us for more than 5 years and 23% for more than 10 years.

San Diego's Premier Gaming Resort, Viejas Casino & Resort is a AAA Four Diamond Award recipient since 2013. Viejas Casino & Resort features world‑class gaming with thousands of slot machines, exciting table games, an outlet shopping center, and an off‑track betting facility.

Viejas Casino & Resort also features a variety of restaurants including the AAA Four Diamond Grove Steakhouse which offers classic and contemporary cuisine for the definitive gourmet experience. Baron Long Bar & Grill offers a casual sports bar dining experience with quality ingredients and house‑made preparations. Ginger Noodle Bar offers classic and contemporary Asian fare in a comfortable and modern contemporary setting with an organic and natural influence. Grab & Go is the ideal place to enjoy sandwiches, burgers, pizzas, wholesome poke bowls, and much more, all with speedy service to swiftly get you back to the game 24 hours a day! Viejas Hotel features 203 luxury rooms and 34 VIP suites, including a lush, spacious pool and lounge area and nine indoor‑outdoor meeting spaces, including the magnificent Oak Ballroom. The highly anticipated adult‑only tower, Willows Hotel & Spa offers an additional 159 VIP suites and luxury spa facilities. A perfect place to relax and regenerate, The Spa at Willows Hotel & Spa is a full‑service spa that accentuates your Resort experience. Indulge in signature body and facial treatments specifically created to beautify and regenerate. Amenities include a steam room, sauna, saltwater pool, and whirlpool. The beautiful Viejas Outlets, located across the street from the casino, offers visitors a unique shopping experience with highly acclaimed stores, numerous eateries, Viejas Bowl, and Southern California’s largest outdoor ice rink. The best casino in San Diego just got even better. The Viejas Pit Stop, located at the Eastern parking lot is an oasis of travel perfection. With 16 gas pumps, 4 diesel pumps, a car wash and a comprehensive convenience store, to include hot and cold meal favorites, like BBQ Sandwiches, Mexican items, Wings, Pizza, fresh Donuts and more! Open 24 hours a day! AND myViejas players are able to redeem their points for fuel!

Benefits:

• Retirement 401(k) with company match
• Medical, Dental, Vision Benefits with employer contribution
• Paid Time Off (3 weeks of PTO plus Holidays, start earning from day one!)
• Accident, Critical Illness & Disability Insurance Available
• Employee Assistance Program
• Bonus Eligibility for all Team Members $5,000 tuition reimbursement per calendar year (Annually, no limit during duration of employment)
• Unlimited Chiropractor Benefit with $10 co-pay
• Gym Membership Reimbursement
• Viejas Pit Stop Fuel Discount And, much more!
• Benefits vary for PT and FT employment