Host - Executive Casino

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Resolves VIP guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
• Develops relationships with VIP players to grow VIP player base and increase Company revenues by assuring customer retention and repeat business.
• Attracts and manages VIP customers through weekly telemarketing and in-person contact on the casino floor. Exercises discretion to provide VIP guests with hospitality arrangements, including rooms, food, and beverages; assists with special requests.
• Devotes significant time to being visible and available on the casino floor in order to meet and greet VIP guests during individual visits, as well as during special events.
• Highly knowledgeable of credit procedures, if applicable. Encourages the use of credit and may extend lines of credit when appropriate and permissible by state regulatory law.
• Makes decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability, and customer profitability.
• Utilizes telemarketing, correspondence, referrals, email, and events to solicit high value players and grow existing business.
• Achieves departmental sales and growth goals.
• Develops in-house invitation lists for special events and other significant hosting events.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. 
• Assists in planning and executing special events and programs to stimulate revenue growth, improve operational costs, and enhance customer service levels. 
• Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks.  Completes all Sales Force task requirements in a timely manner; reviews all monthly metrics with manager and sets quarterly goals. 
• Develops and maintains technical skills to maximize use of patron data systems.
• Establishes a direct line of communication with all service departments for the purpose of caring for high value players.
• Monitors patron activity and profitability of all assigned VIP players.
• Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Provides assistance at special events as needed.
• Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow hosts.
• Provides professional representation on behalf of the Company at internal and external meetings and events.
• Ensures interactions with internal and external guests follow the guidelines of the customer service program.
• Adheres to all Corporate and local policies, procedures, and operating guidelines.
• Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management.
• Maintains strict confidentiality in all company matters.