Summary: Manages and assists the Player Development staff in identifying, establishing, and maintaining relationships with new high end casino rewards members and identifying qualified/un-carded existing players. Create a fun-filled, entertaining and exciting environment where the flawless delivery and execution of service excellence is paramount. Serve as a dynamic, positive leader, while fostering teamwork, team member morale, motivation and open communication.

Engagement Expectations:

We believe that team member engagement is the basis for a great culture and superior guest service. During every interaction, we display three behaviors:

• Smile, display energy and open body language
• Proactively greet team members and guests, initiating interaction to provide service
• Always use a positive parting remark to end the conversation

Essential Job Functions:

• Manages the Player Development Team initiatives by developing a system to measure performance
• Assigns both recurring and event-based communication tasks to the Player Development team
• Supervise host performance on task completion and goal progression
• Approves and assigns all host codings
• Communicates with Planning & Analysis to provide post-event attendance analysis, host book updates and progress, and other reports on demand
• Responsible for all aspects of the VIP events including communication with Marketing and vendors, setting up the event area in a timely fashion, assigning support staff, etc. Maintain all event bookings for VIP Events
• Manages the tracking of all internal and external comp spend
• Handles all scheduling and payroll
• Collaborates with Promotions/Special Events/Entertainment team in calendar planning
• Ability to extend complimentary services in accordance with the approved comp matrix
• Establish personal relationships with players, helping as needed
• Assist with arrangements for club members in regard to reservations, arrival times, off-site, and other accommodations if required
• Attend off property events to ensure flawless execution and superior guest service
• Handles difficult guests and situations in a calm, timely and professional manner
• Responsible for training new hires
• Develop, maintain, communicate and enforce all property and departmental policies and procedures
• Responsible for the overall VIP Lounge experience, which includes the look, feel, menu, and process of operations
• Supports all service initiatives and participates in analysis, when needed
• Complies with all casino rules and regulations
• Performs all other duties as assigned

Qualifications:

• BA degree or other work or 3 years of relevant experience working as a Casino Host or equivalent of business to consumer sales experience
• Working knowledge of casino management/player tracking systems
• Proficient in the full suite of Microsoft Office products and/or Google Workplace or G Suite
• Outstanding organization skills are a must, as is the ability to actively manage and prioritize multiple projects simultaneously
• Must thrive in a fast-paced, fluid environment
• Strong desire to take accountability and have their performance measured on contribution to business results
• Business intelligence, stays current and understands how what happens in the world affects us, our marketplace, and our competition
• Ability to remain professional in stressful situations and the ability to thrive in high pressure, fast-paced environment
• Analytical prowess which includes critical thinking skills that get to the root of the problem
• Problem resolution, be decisive and timely, act on information and adapt with changes
• Team focused, catalyst for success of the whole team
• People developer, inspire and drive employees to go beyond the expected, develop people to be their personal and professional best
• Performance manager, arm employees with specific and useful performance feedback
• Environmental radar, understand how to get things done and when to involve others in decisions
• Range of influence, inspire confidence, be authentic, build and leverage a powerful internal and external network
• Ability to maintain confidentiality
• Ability to work flexible shifts and days of the week including holidays
• Ability to obtain and maintain all necessary licensing

Physical and Mental Demands:

• Work is performed both in an office, on the casino floor, event space or at offsite VIP Events
• Hours of work will vary based on the monthly marketing calendar and average at least 40 hours per week and will vary between daytime and early evening hours, typically
• Holiday and weekend work schedules will also vary
• Regularly required to see, talk, and hear; use hands to finger, handle, or feel; reach with hands and arms; stand and walk
• Frequently required to bend, stoop, and kneel
• Must occasionally lift and/or move up to 25 pounds
• Able to interact with others while maintaining a positive and courteous demeanor