Retention Host

Lake Of The Torches Resort & Casino; Town of Lac du Flambeau (WI); On-site; USD 26,000 - 29,000; Full time

Job summary

Lake of the Torches Resort Casino seeks a Retention Host to serve as the guest concierge, delivering exceptional service on the casino floor and in the Executive Lounge.

You will promote the Players Club, enroll guests, and coordinate hotel reservations and event tickets while maintaining high standards of professionalism and confidentiality.

Qualifications

• High school education or equivalent.
• Previous hosting or guest-service experience preferred.
• Ability to use guest-tracking systems and hotel software.

Responsibilities

• Greet guests and respond to requests promptly.
• Promote Players Club Premier benefits and enroll guests.
• Maintain regular contact with Premier players via email, letters or phone.
• Assist with tickets, hotel reservations and event coordination for Premier members.
• Resolve guest issues and notify leadership of outcomes.
• Work collaboratively with Marketing, Player Services and other departments.

Skills

Interpersonal skills

Customer service

Sales aptitude

Communication

Education

High School Diploma

Tools

Excel

Microsoft Word

Outlook

Host software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Retention Host

Regular Full-Time Lac Du Flambeau, WI, US

2 days ago Requisition ID: 1394

Salary Range: $19.00 To $21.00 Hourly

DEADLINE: September 11, 2026 (Please note resume is required)

SUMMARY

The primary responsibility of this position is to function as the concierge of the Lake of the Torches Resort Casino providing exceptional customer service to guests and promote positive guest relations following all property service initiatives.

DUTIES AND RESPONSIBILITIES

• Acknowledges, greets guests and responds to guest requests, provides information and assists guests in a timely manner.
• Assists in providing complimentary amenities to Players Club Premier members and other high action players.
• Keeps Players Club Premier members informed of their point status and makes members aware of other Players Club Premier benefits.
• Actively sells and explains the benefits of being a Players Club member and enrolls guests in the Players Club Program.
• Must maintain monthly contact with their Hosted players via email, letters or phone calls to promote upcoming events and increase trips to the facility.
• Will receive daily and monthly goals within the Host software program to increase their player’s revenue over previous numbers as well as other daily and monthly goals.
• Is assigned a large majority of Premier players to ensure that their needs are being taken care of and regular contact is being maintained.
• Works mainly out of the Executive Lounge to be able to meet with their players.
• Assists Players Club Premier members in purchasing tickets for casino sponsored events, makes hotel reservations and performs other activities on behalf of Players Club Premier members.
• Resolves guest issues or concerns, facilitates satisfactory outcomes and notifies the Lead Casino Host and Player Development Manager of the issue and results.
• Assists with internal department needs, as requested.
• Notifies manager, supervisor or facility administrator of situations that may affect guests or associates or the Lake of the Torches Resort Casino.
• Works within a team environment, where productive communication is critical.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None

SUPERVISION RECEIVED

Performs position responsibilities under the direct supervision of the Lead Casino Host, checking with the Lead Casino Host frequently for directions or questions.

POSITION RELATIONSHIPS

• Internal: Frequent contact with Marketing, Player Services, Slots, Table Games, Players Club, Hotel, Security and Administration associates.
• External: Extensive contact with guests and visitors.

EDUCATION

A High School education or equivalent is required.

EXPERIENCE

Previous experience as a Host and/or experience in a customer service or a sales environment are required for this position. Must have computer experience in Excel, Microsoft Word and Outlook as well as familiarity with mobile devices. Previous experience with a casino player tracking system and/or Host software program is a plus.

KNOWLEDGE, SKILLS AND ABILITIES

Must possess excellent interpersonal, oral and written communication skills and exceptional customer service skills, which include the ability to approach and initiate conversation and have dialog with guests, both internally and externally of the property. A strong familiarity with PC’s and related software is required. Must be able to manage and maintain confidential and sensitive information with diplomacy and tact. Must be able to follow all Internal and Property control policies and procedures and be able to maintain a professional demeanor in stressful situations as necessary.

WORKING ENVIRONMENT

• Work Conditions: The majority of responsibilities are performed on the gaming floor, along with some duties within an office environment with exposure to differentials in temperature.
• Exposure to Hazards: May be exposed to situations where spills, wet floors or guest behaviors may create undesirable conditions. Will be exposed to 2 nd hand smoke on a daily basis.
• Physical Requirements: Continual walking, bending, standing, sitting and lifting are required. Casino Hosts must be able to be out on the casino floor for an extended amount of time on a regular basis.

LICENSE REQUIREMENTS

Must be able to be licensed by the Lac du Flambeau Tribal Gaming Commission.

BEHAVIORS

The vision, goals and objectives of Lake of the Torches Resort Casino requires the Casino Host to perform in both a professional and personable manner within the Casino as well as when out in the community. The manner in which the employee relates to fellow employees, guests and visitors is considered parallel in importance to technical knowledge and ability. Respect and consideration given to the dignity of each guest, visitor and fellow employee is a requisite of successful job performance.

OTHER

All Casino Hosts must be able to work irregular hours, weekends, and holidays. Must attend all mandatory meetings and participate departmental training and development sessions.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by an individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills. Management reserves the right to revise the position description and to require that other tasks be performed if or when the position changes.