DescriptionOdawa Casino Resort Job PostingJob Title:Casino HostReports To:Player Development ManagerDepartment:Player DevelopmentMinimum Pay Rate:$19.00 per hourJob Code:CSHOSTPay Grade:SLOTS5Date Written:07/05/2012Last Update:03/13/2024Job Summary: Meet players and develop loyalty by building relationships with targeted guests.Primary Duties & Responsibilities:
- Maintain knowledge of all events by reviewing all available information in order to provide guests with accurate information, answer questions, handle special requests, and assist the guests ensuring complete satisfaction.
- Provide guest service for the VIP segment of players to promote the casino, customer loyalty, repeat visits and an increase in revenue.
- Recognize and greet frequent guests.
- Conducts oneself in a positive and professional manner, acting as a role model for all Team Members.
- Make appropriate decisions about service recovery based on a customer's play, comp availability and customer profitability.
- Provide consistent, prompt and courteous guest service at all times under any conditions.
- Ensure that the strictest of confidentiality is maintained at all times (including business plans/strategies and player's club member information).
- Promote the Player's Club to guests not enrolled or not playing with their card, capturing all relevant and useful information, i.e. mailing address, phone numbers, email address, etc.
- Meet and congratulate jackpot winners and work to keep them in house as long as possible, utilizing venues and comps as appropriate.
- Monitor slot floor/pit for potential high worth players.
- Attend and assist with special events/promotions on and off site.
- Manage relationship marketing and player development strategies using defined objectives, tactics, and on-going performance assessments.
- Build relationships with players through personal communications including phone calls, letters, emails, text, etc.
- Build relationships with high worth guests to develop play and increase loyalty.
- Fill special events by calling invited players.
- Utilize hotel rooms, restaurants, promotions, events and other venues to book additional trips.
- Balance guest comps against sound business practices and company's financial goals.
- Maintain adequate communication regarding work related activities, guest needs and issues affecting the host process.
- Communicate any problem to management using the chain of command in a timely manner.
- Communicate to management any unusual or extreme player patterns or activity.
- Meet and exceed quarterly goals as established by management.
- Support Players Club staff by providing a leadership example, offering back up assistance, as needed.
- Maintain a coded list of players.
- Work on assignments that are complex in nature while exercising sound judgment in problem resolution and actively participates in making recommendations.
- Attend all meetings as required.
- Complete all required training satisfactorily.
- Maintain the highest level of confidentiality at all times.
- Work at other properties as needed.
- Perform all other duties as assigned within the scope of the position.
System Access: Konami, Oracle, Agilysys VisualOne, and Forms DatabaseUpholds Odawa Casino Mission statement in all aspects of position: Mission:We create excitement and memories.Values:We create a culture that provides:1. A fun, rewarding, safe, and consistent environment for our Team Members.2. A warm reception, welcoming environment, and friendly atmosphere.3. An optimal entertainment experience through exceptional service.4. Support for the Waganakising Odawak values through Wisdom, Love, Respect, Bravery, Honesty, Humility, and Truth.5. A contribution and connection to the community.Preference: Applies to Native Americans in accordance with applicable tribal law. Minimum Qualifications:
- Must have a high school diploma or equivalent and four (4) years of hospitality, sales or casino guest service experience.
- Must read, write and speak English fluently.
- Must have basic math skills.
- Must have excellent communication skills.
- Must have good computer skills, experience using Microsoft Office products or related software and ability to quickly learn specialized software programs.
- A dynamic and outgoing personality is required.
- Good organizational and communication stills, both verbal and written.
- Must be able to handle busy and stressful situations.
- Must be tactful and have excellent guest service skills.
- Will require significant standing and speaking.
- Must be flexible with shift and days off with the ability to work overtime, weekends, holidays, special events, etc., as needed.
- Must be able to work independently with little or no supervision and exercise good judgment in handling a variety of situations.
- You may be required to pass a skills assessment test to determine if you meet the minimum qualifications of the position.
- Exposure to a smoke-filled environment with loud and continual noise levels.
- Must be able to obtain a gaming license in accordance with the regulations established by the LTBB Gaming Regulatory Commission and be able to serve in the position under any other applicable law.