Position Description

Department: Player Development

Position Title: Executive Host Tables

Reports To: Casino Marketing Manager

License Type: Level 3

FLSA Status: Exempt

Duties and Responsibilities:

• Identify, cultivate and build loyalty among valued VIP patrons by developing relationships effectively utilizing marketing and upscale sales techniques.
• Establish and maintain relationships with the assigned slot patron base, as assigned in the CMS system through personal contact on property and via phone
• Effectively uses telemarketing, mail and other marketing techniques to increase visitation patterns among targeted patrons.
• Ensures patrons are aware of events and promotions, through attendance and follow-up.
• Supports execution of events and promotions.
• Collaborates with the Casino Marketing Department and all support departments to ensure patron satisfaction.
• Issues complementaries using established guidelines and sound business practices.
• Able to handle difficult patrons and situations in a calm, professional and prudent manner.
• Handle patron requests and complaints as received, escalate to Manager if necessary.
• Act as intermediary in order to resolve any complaints, work closely with all departments to resolve any issues with patrons.
• Complete status reports daily.
• Arranges accommodations and amenities (i.e. shows, hotel, restaurant, and transportation) for patrons making sure patron satisfaction is a priority.
• Works with team members to achieve common goals.
• Ensure the confidentiality of patron lists and patron personal information.
• Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with patrons and team members, including their arrangements and finances.

• Devotes 80% of time being visible and available on the casino floor in order to meet and greet VIP guests during individual visits as well during special events

• Issues replacement players club cards. 
• Increase profitability of casino revenues through established customer base, as assigned to hosts in the CMS system.
• Increase rated play and Rush Rewards membership through on-casino-floor selling of card membership.
• Provide necessary and/or requested tax information to guests at the beginning of the tax year.
• Maintain a working knowledge of Illinois Gaming Board regulations and cage procedures when working with credit.
• Perform the duties and responsibilities associated with the Illinois Gaming Board Statewide Voluntary Self-Exclusion Program as described in Section A of the Rivers Casino – Des Plaines ICS. 
• All other duties as assigned.

Job Requirements:

• Minimum of four (4) years experience in marketing and/or casino gaming.
• Minimum of two (2) years experience in telemarketing, customer service, marketing, or sales.

• Ability to think independently in making decisions to maximize customer service experience and program profitability.

• Ability to effectively manage time and perform multiple tasks simultaneously.

• Must have a systematic and process oriented mindset to ensure seamless end-to-end customer experiences.

• Excellent interpersonal skills.

• Excellent oral and written communication skills.
• Excellent leadership / motivation skills.
• Excellent organization and planning skills.
• Excellent knowledge in various computer programs including Microsoft Office (Word, Excel, etc.), GSuite (Google Sheets, Google Docs, etc.).
• Budget and mathematical skills.
• Ability to communicate with Team members and guests.
• Ability to successfully fulfill the pre-employment process.
• Ability to work flexible shifts and days of the week including holidays.
• Ability to obtain and maintain all necessary licensing.
• Frequent walking, standing, kneeling, twisting, bending and lifting.