Executive Casino Host

Four Winds Casinos Career Site; South Bend (IN); On-site; USD 52,000 - 78,000; Full time

Job summary

Four Winds Casinos is seeking a VIP Guest Relations professional to acquire, retain, reactivate, and grow play from high-end slot and table guests through personal contact. You will ensure service quality aligned with the marketing strategy and drive guest satisfaction.

The role focuses on building relationships with VIP guests, coordinating direct mailings, and representing the casino at events. A bachelor’s degree and casino experience are essential, with a Level 2 Gaming License required.

Qualifications

• Bachelor’s degree and 4–6 years related experience and/or training, or an equivalent combination of education and experience.
• Excellent communication skills required. Effective organizational skills required. Strong background in customer-service/relations, with experience in the casino industry preferred.
• Must have the ability to effectively perform job responsibilities without supervision. Ability to speak a second language preferred.
• This position requires a Level 2 Gaming License.

Responsibilities

• Develops and sustains relationships with VIP guests.
• Introduces new VIP guests to the casino property.
• Dispenses high-end amenities to qualified guests.
• Oversees and has final responsibility for all direct mailings for the property.
• Acts as a resource for guests, management, and employees, to ensure a maximum level of satisfaction and service throughout the department and casino.
• Represents the casino at on- and off-property events.
• Works to reactivate inactive VIP guests through direct contact (mail, telephone, personal visits, etc.).
• Interacts with other departments to identify VIP guests.
• Assists VIP guests with special reservations.
• Resolves guest complaints and/or conflicts.
• Dispenses complimentary amenities to guests who have attained the necessary levels of play.
• Facilitates the effective management of information throughout the department and casino.
• Maintains a working knowledge of casino facility, as well as current and upcoming special events on property, in order to advise guests and fellow employees, whenever possible.

Skills

VIP guest relations

Customer service

Communication skills

Second language

Education

Bachelor’s degree

Job description

• On-site
• Marketing
• Full-Time
• Requisition #: EXECU004769

Description

SUMMARY:

Responsible for acquiring, retaining, reactivating, and growing play from high-end slot and table guests through personal, professional contact. Also responsible for ensuring the quality of service provided to all guests is in accordance with established marketing strategy.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Develops and sustains relationships with VIP guests.
• Introduces new VIP guests to the casino property.
• Dispenses high-end amenities to qualified guests.
• Oversees and has final responsibility for all direct mailings for the property.
• Acts as a resource for guests, management, and employees, to ensure a maximum level of satisfaction and service throughout the department and the casino.
• Represents the casino at on- and off-property events.
• Works to reactivate inactive VIP guests through direct contact (mail, telephone, personal visits, etc.).
• Interacts with other departments to identify VIP guests.
• Assists VIP guests with special reservations.
• Resolves guest complaints and/or conflicts.
• Dispenses complimentary amenities to guests who have attained the necessary levels of play.
• Facilitates the effective management of information throughout the department and casino.
• Maintains a working knowledge of casino facility, as well as current and upcoming special events on property, in order to advise guests and fellow employees, whenever possible.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Promotes the following within the department and among all employees:

• Creates an atmosphere of fun for all casino guests.
• Encourages mutual respect, dignity and integrity with all employees, by setting positive examples at all times.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree and four to six years related experience and/or training, or an equivalent combination of education and experience.

SPECIAL QUALIFICATIONS:

Excellent communication skills required. Effective organizational skills required. Strong background in customer-service/relations, with experience in the casino industry preferred. Must have the ability to effectively perform job responsibilities without supervision. Ability to speak a second language preferred.

This position requires a Level 2 Gaming License.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret documents, such as safety rules, operating and maintenance instructions and procedure manuals. Some analytical ability is required in order to summarize data for reports and find solutions to various administrative problems. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to prepare and interpret graphs. Must be able to master the property’s player tracking and reservation systems.

REASONING ABILITY:

Ability to apply common sense reasoning to a variety of situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position will require a flexible schedule on the part of the employee. The position will be primarily swing shift but will also require grave shift attendance as guest demands dictate. Off property travel will also be warranted.

The noise level in the work environment is usually moderate. A casino environment is typically smoky.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.