CASINO HOST-TALKING STICK RESORT

Brief Description

Job Title: Casino Host (varied shifts)

Department: Player Development

Reports To: Player Development Manager/Player Development Vice President

Summary

Under the direction of the Player Development Manager/Player Development Vice President, the Casino Host is responsible for building guest loyalty using relationships, sales and telemarketing skills. This role is required to generate gaming revenue through premium guests, maintaining and growing current enterprise guests totaling 300-400 players in their book of business. This will be achieved using several different tools like exclusive access to Diamondback tickets, Talking Stick Resort Amphitheater tickets, on property shows, golf and fine dining and with support through a Customer Relationship Management tool.

This job will require the employee to exude exceptional professional abilities including the ability to build strong relationships in order to strategically market enterprise assets, book trips and events. This employee must have strong organizational abilities to follow up post trip and to communicate pre-trip details to team members. This employee must be able to work autonomously toward outlined goals both individual and group.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Responsible, through sales techniques, for generating and meeting casino revenue growth goals as assigned through our CRM tool QCI.
• Responsible for negotiating with our highest value guests to drive additional visits which will increase revenue and assist in reaching the growth goals.
• Development of new VIP accounts while maximizing existing VIPs utilizing our active database and CRM.
• Encourages the use of the Salt River Rewards Card by rewarding rated play with issuance of complimentary rewards to qualified guests.
• Negotiates the dollar amount of comps given to casino guests while maintaining guests satisfaction and keeping within our ROI policies. Understands that every comp involves a negotiation.
• Assists with comps to players in the Table game pits as well as in slots, working closely with table games and slot teams.
• Learns about guests’ preferences and enter those preferences into our CRM system.
• Responds to qualified guest requests, questions or problems in a timely fashion.
• Takes calls from their book of business during and after hours, must be available to assist our VIP guests in a timely manner.
• Notifies VIP guests through telemarketing about services available, promotional opportunities, and special events as directed by the PD Manager or VP of PD.
• Assists VIP Ambassadors whenever needed or as directed by the PD Manager of VP of PD.
• Assists Executive hosts and VIP Ambassadors in arranging hotel, limo, room amenities, golf and spa reservations and other needs for the satisfaction of VIP/Hosted guests.
• Determines player eligibility of complimentary services by analyzing theoretical and win/loss ratings.
• Builds loyalty among valued VIP customers by developing relationships effectively utilizing marketing and upscale sales techniques.
• Maintains relationships with VIP guests through personal contact by phone and in person with the ultimate goal of growing gaming revenue goals and profitably influence guests gaming behaviors.
• Devotes a significant amount of time customer facing, participating in special events and social functions both on and off property.
• Coordinates, as needed, with other team members and management to lead to successful delivery of details for leveraging partnerships throughout the property (Gaming, Hotel, Food & Beverage, etc.) to execute flawless service delivery.
• Responds to and consistently meets the needs of VIPS in hosts coded book of business.
• Supports and cultivates new ideas and methods to deliver enterprise goals including but not limited to the creation and execution of VIP Events.
• Responsible for the enforcement of all applicable regulations, under the code of Federal Regulations, Title 31, Chapter X, as it pertains to this position. This includes, but is not limited to, observing and reporting suspicious activity, of either customers or employees, as defined in the Code of Federal Regulations.
• Responsible for maintaining up-to-date knowledge of all applicable regulations under the Code of Federal Regulations, Title 31, Chapter X, by attending Title 31/Anti-Money Laundering training, provided by Casino Arizona, at least once a year or more if required by management and outlined in the Title 31 Minimum Internal Controls.
  
  

Education And/or Experience

• High School Diploma or GED required.
• College degree or equivalent experience preferred but not required.
• Three to Five years sales experience in a fast-paced casino/hotel environment required.
  
  

Computer Skills

To perform this job successfully, an individual must have excellent PC skills and knowledge of Microsoft Office applications. Must have the technical ability to develop a strong working knowledge of Casino Marketplace and be able to generate reports from the software.

Other Qualifications

• Must be able to work independently
• Must be able to exercise good judgment in adverse situations
• Ability to effectively manage time and perform multiple tasks simultaneously
• Must be able to listen and respond to visual and aural cues
• Must present a well-groomed professional appearance.
• Ability to think independently in making decisions to maximize customer service
• Excellent interpersonal, communication, problem solving and analytical skills required
• Must have excellent customer service skills
• Must have a detail-oriented mindset to ensure seamless end-to-end customer experiences
• Excellent networking abilities
• Must have excellent oral and written communication skills.
• Knowledge of Casino Operations, Negotiation Skills Sales and Marketing Skills.
• Must be able to work a flexible schedule which may include nights, weekends and holidays.
  
  

Language Skills

Must be able to read, write, speak and understand English. Bilingual strongly preferred.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand for prolonged periods of time; walk; use hands and fingers to handle, or feel; reach with hands and arms and talk or hear. The employee must regularly lift and /or move 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.

Work Environment

While performing the duties of this Job, the employee is regularly exposed to secondary smoke. The noise level in the work environment is usually loud.