Host, Gaming-Ex

Churchill Downs Inc.; Louisville (KY); On-site; USD 42,000 - 70,000; Full time

Job summary

Derby City Gaming & Hotel, a Churchill Downs Inc. property in Louisville, seeks a Gaming Host to cultivate VIP relationships and drive engagement, loyalty, and visits through personalized service and event execution.

You will collaborate with Marketing to plan VIP events, communicate promotions, and promote the Player Rewards program while maintaining confidentiality and high guest-service standards.

Qualifications

• 1–2 years of Gaming Host or related hospitality experience.
• High School diploma or equivalent.
• Strong knowledge of player management systems and casino operations.
• Must obtain and maintain a valid Racing License.
• Proficiency with Oasis Loyalty, Oasis Super-PlayMate, Trilogy, and Everi Trilogy kiosks.

Responsibilities

• Cultivate relationships with VIP players through personalized communications.
• Manage guest requests with ownership and timely resolution.
• Promote events and property offerings to increase visits.
• Plan and execute VIP events with Marketing, including telemarketing.
• Issue complimentary items per activity levels and guidelines.
• Maintain a visible presence on the gaming floor to promote rewards enrollment.
• Represent the company at off-property events to build relationships.
• Protect guest confidentiality.
• Perform additional duties as assigned.

Skills

VIP relations

Guest services

Communication

Organizational skills

Education

High school diploma or equivalent

Tools

Oasis Loyalty

Oasis Super-PlayMate

Trilogy

Everi Trilogy

Microsoft Office

Job description

Derby City Gaming & Hotel boasts nearly 1,300 of the latest games, a grab-n-go restaurant, Oliver’s Chophouse & Bourbon Bar, a Kentucky Derby-themed hotel, and live music! The newly expanded Derby City Gaming & Hotel was voted one of the “Best Places to Work in Greater Louisville” by Louisville Business First

JOB SUMMARY

The Gaming Host is responsible for developing and maintaining relationships with VIP players to drive engagement, loyalty, and repeat visitation. This role ensures an exceptional guest experience by providing personalized service, executing player events, and exemplifying the company’s mission to deliver an exciting environment and superior guest service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Proactively cultivate and strengthen relationships with VIP players through personalized communication, including in-person interactions, phone calls, written correspondence, and special events.

Manage guest requests with a sense of ownership, ensuring timely resolution and complete guest satisfaction.

Communicate upcoming events, promotions, and property offerings to assigned guests through various channels to increase visit frequency and engagement.

Plan, organize, and execute VIP events in collaboration with the Marketing team, including telemarketing and guest outreach to confirm participation.

Issue complimentary items, such as gifts or tickets, in accordance with player activity levels and company guidelines.

Maintain a visible and approachable presence on the gaming floor, engaging both returning guests and potential new players to promote Player Rewards enrollment.

Represent the company professionally at off-property events and functions, as needed, to build guest relationships and promote the brand.

Safeguard the confidentiality of all guest information and interactions.

Perform additional duties as assigned by management.

• Drives adoption and guest understanding of the FastTrack Rewards program, educating guests on tier structures, point formulas, and on-floor validation benefits.
• Executes strategic player development initiatives and KPIs focused on high-value player touchpoints, retention, and database expansion.
• Supports reciprocal destination exchange and travel partner programs, assisting with VIP trip coordination and hosting as applicable.
• Leverages enterprise player systems, including Oasis Loyalty, Oasis Super-PlayMate, and Everi Trilogy promotional kiosks, to analyze guest play and manage customized offers accurately.

REQUIRED SKILLS AND ABILITIES

Maintain a flexible schedule and high level of accessibility to accommodate business needs, including responding promptly to communications.

Operate effectively in a fast-paced, high-energy environment while delivering the highest standard of guest service.

Consistently embody and promote the company’s mission, values, and commitment to providing an exciting and welcoming environment.

Ensure all player records, reports, and documentation are accurate, complete, and up to date.

Exercise sound judgment and professional discretion when interacting with VIP guests and issuing complimentary items.

EDUCATION AND EXPERIENCE

One (1) to two (2) years of Gaming Host or related hospitality experience preferred.

High school diploma or equivalent required.

Strong knowledge of player management systems, casino operations, and Microsoft Office applications.

Must be able to obtain and maintain a valid Racing License.

• Proficiency with player management systems, Oasis Loyalty, Oasis Super-PlayMate, Trilogy, Everi Trilogy promotional kiosks, technical gaming products, and Microsoft Office.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

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 frequently required to sit or stand; walk; use hands to finger reach, 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 noise level in the work environment is usually moderate to loud. The employee is subjected to circulate throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.

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