Casino Floor Host

Description

Summary

The Casino Floor Host will enhance the growth of gaming revenue by establishing and developing relationships with Apache Casino Hotel top guests in order to encourage return visits and create guest loyalty.  The Casino Floor Host is called upon to interact frequently with high valued guests and make decisions regarding extensions of complimentary services and/or goods.

Essential Job Functions

• Portray a positive attitude under all circumstances, understand and represent the core values of Apache Casino Hotel and live the mission of providing exceptional service at all times.
• Greet and host target customers while on property.
• Ensure target customers have a player’s club card in use while on property.
• Arrange special services and appropriate level of complimentary items during visit by target guests.
• Assist with the development and execution of special events that promote or stimulate growth.
• Attract, develop and maintain relationships with target customers through delivery of personalized service.
• Conduct phone marketing to target customers; invite them to the property or special events.
• Collaborate with Marketing Department and other support departments to ensure target customer satisfaction.
• Stay well informed of all promotions, special events and all other relevant guest information.
• Resolve guest disputes in accordance with authority or contact the reporting senior who may be able to solve the issue.
• Ensure compliance with all applicable regulations, laws, internal policies/procedures, and cash control protocols.
• Due to the cyclical nature of the hospitality/casino industry, team members may be required to work varying schedules to meet the business needs of Apache Casino Hotel - days, evenings, graveyards, holidays and/or weekends. We are busiest during weekends and holidays, events and peak seasons as they occur. There is a reasonable expectation you will be scheduled on duty and/or “on-call” during any of these times.

• Adhere to all Tribal ordinances, regulations, internal controls, and standard operating procedures.
• Provide excellent guest service to both internal and external guests.
• Actively support the company culture of imagining and designing exceptional experiences for guests and team members.
• Assist with scheduled special events and marketing events.
• Perform other related duties as may be assigned by reporting supervisor.
• Due to the cyclical nature of the hospitality/casino industry, team members may be required to work varying schedules to meet the business needs of Apache Casino Hotel - days, evenings, graveyards, holidays and/or weekends.  We are busiest during weekends and holidays, events, and peak seasons as they occur. There is a reasonable expectation you will be scheduled on duty and/or “on-call” during any of these times. 

Core Competencies

• Adhere to and act in accordance with all casino policies and procedures, and applicable federal, state and local regulations.
• Maintain a neat, clean and well-groomed appearance (specific standards may apply departmentally based on uniform requirements). Professional attire is required.
• Understand and comply with the Eye, Hi, Goodbye program.
• Competency to follow detailed procedures and ensure accuracy in documentation, carefully monitoring processes and routine work details.
• Ability to clearly present information verbally and in writing; read and interpret complex information; actively listen and talk with guests and team members.
• Ability to maintain a calm demeanor during stressful situations.
• Demonstrate a high level of service delivery to ensure guest and team member satisfaction; handle service failures and prioritize guest and team member needs.
• Prepare for known problems and opportunities in advance; willingness to undertake additional responsibilities and respond to situations as they arise.
• Maintain high standards despite pressing deadlines; reinforce excellence as a fundamental priority.
• Capable of using tact, maintaining confidences, and fostering an ethical work environment; giving proper credit to others, and handling situations honestly
• Ability to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce, developing rapport with others and recognizing their concerns and feelings to build and maintain long-term associations based on trust.
• Share due credit with team members; display team spirit, enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from fellow team members.
• Ability to operate various types of equipment used in your department, for example personal computers, printers, copy machines, facsimile machines, and telephone.
• Physical Demands and Work Environment
• The physical demands and work environment characteristics described are representative of those that must be met by a team member to successfully perform the essential job functions.
• While performing job duties the team member may occasionally sit, and uses hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The team member may be required to stand for prolonged periods in confined spaces, walk, climb, or balance, and stoop, kneel, crouch, or crawl. The team member may occasionally lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• While performing job duties the team member is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The team member is exposed to fumes or airborne particles, including second-hand environmental smoke. The noise level in the work environment varies from light to moderate, and there are fluctuations in lighting due to flashing lights from slot machines and band lighting.
• At a minimum, the selected candidate will be required to pass a background check and drug-screening test.

Qualifications

Minimum Qualifications

• High school diploma or GED
• Excellent organizational and customer service skills
• Ability to solve problems and deal with a variety of situations.
• Strong computer skills including an effective working knowledge of Microsoft Office products. Skills and abilities to work with player tracking systems, gaming devices and safety equipment preferred.
• Outstanding written and verbal English communication skills, and the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Gain and maintain a gaming license.