Gaming Host

Colonial Downs Group; Richmond (VA); On-site; USD 41,000 - 50,000; Full time

Job summary

Colonial Downs Group is seeking a Guest Services Representative to enhance guest experiences at our Virginia gaming properties. You will develop and maintain relationships with VIP guests, promote the Players Club, and drive guest retention.

Responsibilities include using player tracking systems, coordinating promotions with marketing, ensuring confidentiality, and delivering friendly service across nights and weekends. A Virginia Racing Commission license and high school diploma are required.

Qualifications

• High school diploma required; associates preferred.
• 5 years in gaming or players club environment required.
• Virginia Racing Commission license required; valid driver’s license.

Responsibilities

• Provides excellent guest service and hospitality on the gaming floor.
• Creates and manages Players Club memberships and promotes programs.
• Utilizes player tracking systems for targeting, analysis, and data.
• Coordinates promotions and events with marketing and security.
• Maintains confidentiality of guest and financial information.
• Performs other duties as assigned.

Skills

Guest service

Leadership

Communication

MS Office

English fluency

Education

High school diploma

Associates degree

Virginia Racing Commission License

Driver's license

Tools

Player tracking systems

Office software

Job description

Colonial Downs Group (CDG) is owned and operated by Churchill Downs Incorporated and consists of several different brands across Virginia: Colonial Downs Racetrack, Rosie’s Gaming Emporium, Rosie’s Game Room, Virginia Horseplay, Roseshire Gaming Parlor and The Rose Gaming Resort. CDG is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving, and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.

JOB SUMMARY

Responsible for improving customer service, developing and implementing new promotions and maintaining and cultivating relationships with VIP customers.

Compensation: 45,000 annually

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides excellent guest service and hospitality to gaming facility guests.
• Creates and establishes the Player Services memberships through fostering relationships and promoting the use of the Players Club card and programs.
• Utilizes player tracking systems applications and software to target active players on the gaming floor.
• Utilizes player tracking systems for player tracking, analysis, and data.
• Positively interacts with guests and team members while handling difficult situations.
• Maintains security and confidentiality of files, records, lists, and other player and financial information.
• Completes required paperwork as designated by the department and/or management.
• Notifies valued guests through telemarketing, letter writing, and email regarding services, promotional opportunities, and special events to ensure guest retention and repeat business.
• Responds promptly to guest inquiries, including emails, telephone calls, and texts.
• Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations.
• Coordinates promotional activities and special events, ensuring guests receive accurate information and assistance.
• Gives basic instruction on all promotions and special events, as requested.
• Works with security and marketing to coordinate our valued guest requests for special accommodation and amenities.
• Develops, establishes, and retains relationships with valued guests through telemarketing, written correspondence, and email.
• Occasionally assists in Player Services to ensure guest service goals are met.
• Occasionally may be assigned to drive company vehicles on public roads.
• Assists and participates in marketing functions as required.
• Performs other duties as assigned.

#Rosies

REQUIRED SKILLS AND ABILITIES

• Ability to work in a fast-paced environment while maintaining excellent guest service.
• Excellent organizational and leadership skills with the demonstrated ability to manage a team.
• Ability to emphasize and embody the company mission to provide satisfactory experiences.
• Read, write, speak, and understand the English language. Read Company or departmental reports, newsletters, and documents.
• Perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals).
• Superior communication and judgmental skills, especially when interacting with guests and making decisions to best serve them.
• Knowledge of player management system, technical gaming products, and Microsoft Office.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required.
• Associates’ degree in Marketing, Public Relations, or related field, preferred.
• Five (5) years’ experience working in a gaming environment, player’s club, or related experience, required.
• A combination of education and experience may be considered.
• Must obtain valid Virginia Racing Commission License.
• Valid Driver’s License with good driving record.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• While performing the duties of this job, the Team Member is frequently required to sit or stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• The Team Member is required to talk and hear.
• The Team Member may be required to lift items of various weights, ranging from 10 to 40lbs.
• The Team Member may be required to work in outside weather conditions.
• The Team Member may be required to work long hours, including nights, weekends, and holidays.
• The noise level in the work environment is usually moderate to loud.
• The Team Member may be exposed to smoke when on the floor of the gaming room.
• The Team Member may travel locally, or between properties as needed.

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 job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.