Player Development Casino Host

Job Title: Player Development Casino Host

Department: Players Club

Reports To: Players Club Manager

FLSA Status: Non-exempt

Date: September 2020

Position Summary

The Player Development Casino Host is responsible for customer service on the casino floor and acting as the main point of contact for V.I.P. casino guests. The Player Development Casino Host will be responsible for maintaining relationships with V.I.P. casino guests and ensure they are having an enjoyable experience. The Player Development Casino Host is highly versed on the promotions and upcoming events of the property and ensures our V.I.P. guests are always kept aware of these events and encourages their attendance. The Player Development Casino Host will maintain compliance with all company policies and procedures and federal/state/tribal regulatory requirements. The Player Development Casino Host will work hours appropriate to meet the needs of the business, which may include nights, weekends and holidays.

Essential Functions of the Position

• Provides personalized guest service while demonstrating exemplary salesmanship
• Engage with V.I.P. casino guests in order to establish and maintain relationships
• Place calls to players to promote the services of the casino
• Communicate with players to maintain and develop clientele
• Efficiently responds to V.I.P casino guest requests and follows up in a timely matter
• Achieves daily contact quotas provided by management
• Provide complimentary services such as food vouchers and free play as appropriate
• Work casino floor, assisting V.I.P. casino guests by obtaining drinks, giving directions, and providing suggestions for hotel accommodations
• Arrange transportation accommodations for V.I.P. casino guests
• Provides and updates current guest contact information
• Attend Marketing meetings
• Ensures Thunderbird quality customer service and cheerful atmosphere maintained
• Ensure safety and cleanliness of department at all times
• Ensure department is conducted in compliance with Tribal, Federal, and State regulations
• Must maintain high levels of confidentiality at all times
• Make good and proper decisions that reflect positively on you and the Casino
• Maintain proper compliance at all times
• Participate in events throughout the year
• Responsible for promotion and event entry in players club database
• Answer and redirect phone calls from front desk for entire casino
• Perform other duties as assigned

Job Knowledge, Skills and Abilities

• Strong attention to detail and excellent organizational skills
• Encompasses an outgoing, friendly and professional demeanor
• Demonstrated ability to handle multiple tasks simultaneously; skill in working in an environment subject to constant interruptions and quickly changing priorities; ability to prioritize and delegate responsibilities when necessary; effective time-management skills.
• Knowledge of the operation of a variety of computer software, including word processing and basic spreadsheet applications.
• Knowledge of various equipment such as, phones, microphones, and adding machines.
• Knowledge of Tribal/State/Federal laws and regulations.
• Knowledge of National Indian Gaming Commission (NIGC), Minimum Internal Control Standards and the Indian Gaming Regulatory Act (IGRA).
• Excellent interpersonal and communication skills to establish and maintain effective working relationships with staff, vendors, Board members, and the public, both in person and through phone, e-mail and written correspondence.
• Ability to learn quickly, self-leader with initiative, highly flexible and comfortable in a constantly changing environment.
• Ability to remain calm under pressure and possess positive conflict management skills.
• Ability to handle large sums of money.
• Ability to type at least 40 wpm
• Skill in assisting with promotional programs, projects, activities and events.
• Skill in public speaking and making announcements regarding special events, activities and promotions via microphone.

Supervisory Responsibilities

No direct supervisory responsibilities, but will assist patrons on the casino floor.

Physical Demands

• Required to walk, sit and stand for long periods of time.
• Ability to push, lift and carry up to 50 lbs.
• Ability to bend, stoop, kneel and move intermittently throughout the day.

Work Environment

• Indoor/Outdoor; exposure to external environmental conditions possible.
• Exposure to smoke and second hand smoke.
• Noise level can be minimal to intense.

Minimum Qualifications

• High school diploma (or equivalent combination of education and experience combined).
• Two (2) years casino experience preferred.
• Two (2) year of prior Players Club experience preferred.
• Sales background preferred
• Must be 18 years of age or older.
• Must be able to pass a background check and obtain a key gaming license.