Executive Host

Lucky Eagle Casino; Washington (District of Columbia); Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

Lucky Eagle Casino is seeking an Executive Host to cultivate and maintain relationships with VIP players, driving loyalty and revenue through personalized service, telemarketing, and special events.

This role supervises the Player Development Hosts, requires excellence in written and verbal communication, the ability to manage guest records and rewards, and a flexible schedule including evenings and weekends to accommodate VIPs.

Qualifications

• Three years of casino gaming experience with Player Development or Host background required.
• Ability to influence guest behavior and communicate effectively.
• Proficiency in English, strong writing and reporting skills.

Responsabilités

• Establishes and maintains relationships with VIP guests.
• Manages VIP accounts with emphasis on top players.
• Contacts VIPs weekly via telemarketing and personal contact to build loyalty.
• Evaluates activity to determine level of complimentary services.
• Addresses VIP concerns and coordinates events with staff.

Connaissances

Relationship building

Communication

Guest service

Problem solving

Spreadsheets

Database literacy

Business English

Casino operations knowledge

Formation

Bachelor's degree in marketing or related field

Outils

Spreadsheets

Database

Description du poste

Management reserves the right to change the essential duties of this position description from time to time as necessary. This position can be considered for an alternate work location for no more than two days per week.

POSITION OVERVIEW

Primary responsibility of the Executive Host is to acquire, develop, reactivate, and maintain strong relationships with VIP players which lead to increased revenues for the casino. S/he identifies and builds relationships with our VIP guests via telemarketing, correspondence, promotional opportunities and special events and evaluates Casino guest activity to determine which complimentary services are applicable (i.e., hotel rooms, food, beverages, special event tickets, etc.). Actively pursues new Lucky Star Rewards Club prospects and promotes the benefits of the new Lucky Star Rewards program. This is a highly visible position both on and off Casino property, which requires the incumbent to always exhibit professional behavior and appearance at all times. This position ensures the confidentiality, security and accuracy of guest’s and team member’s records, and promotes positive guest and team member relations. Strong written and verbal communication skills are required and outstanding guest service to fellow team members, guests, vendors, etc. is expected. Regular attendance is required, and on occasion, later hours or weekend time may be required with project deadlines and a neat well-groomed professional appearance is essential at all times.

SUPERVISORY RESPONSIBILITY

This position directly supervises the Player Development Hosts.

ESSENTIAL FUNCTIONS

• Establishes and maintain relationships with our guests.
• Manages VIP player accounts with emphasis on our very best players.
• Actively contacts VIP players on a weekly basis via telemarketing and personal contact to further build loyalty and strong personal relationships as well as actively contacting inactive players via telemarketing on a weekly basis to personally invite guests to come back to our Casino.
• Evaluates VIP guests’ activities and ensures the level of complimentary service offered is based on recorded play, comp availability and guest profitability is within established departmental guidelines. Evaluates complimentary reports on an ongoing basis.
• Executive Host has a high degree of authority, discretion and latitude to reward, recognize, and to develop and enhance relationships with our Lucky Star Rewards Gold+ Players.
• Addresses any problems or concerns of the Casino’s VIP guests.
• Assists the Player Services Manager in coordinating, promoting and participates in special events, both on and off property.
• Works a flexible schedule including evenings, weekends and holidays as needed to accommodate VIP’s.
• Supervises team members of the department; interviews, schedules, evaluates, and trains.
• Consistently meets or exceeds goals set by supervisor/manager.
• Understands and adheres to all regulatory, Tribal, Casino and department rules, regulations, policies and procedures.
• Performs other duties as assigned.

EDUCATIONAL REQUIREMENTS

A bachelor’s degree in marketing, computer science or related field required and/or a combination of equivalent education and experience will be considered.

SKILLS, KNOWLEDGE AND EXPERIENCE REQUIREMENTS

Must have three (3) years of Casino gaming experience, including at least two (2) years of work experience as a Player Development or Casino Host is required. No substitution of experience will be allowed. Must have the ability to successfully influence guest behavior, listen and communicate effectively. The incumbent needs to be well organized, personable and have great problem-solving skills. Must have the ability to prepare spreadsheets, maintain a database and have basic mathematical skills. Be proficient with business English, including grammar, spelling, punctuation, vocabulary, and the ability to write business correspondence and prepare reports. Must be fluent in English and speak clearly. The incumbent should have working knowledge of casino operations. Must be 21 years or older and have the ability to obtain and retain a Washington State Class III Gaming License; successfully pass a pre-employment drug screen.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this position. While performing the duties of this position, the employee is frequently required to stand; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. This person may regularly lift and/or move up to 50+ pounds. Specific vision abilities required by this position include close vision, distance vision, depth perception, and ability to adjust to focus.

ENVIRONMENT

The environment characteristics describe here are representative of those a Team Member encounters while performing the essential functions of the position. Primarily indoors and may be exposed to heavy smoke and fluctuations in temperature while in and around the Casino and/or Hotel. May also, from time-to-time be exposed to noise from slot machines, customers, music and public announcement system, as is common in a Casino and/or Hotel environment.