Executive Host (6440)

Summary

This position is responsible for managing Casino Hosts and Player Development staff, operation activities and initiatives. We strive to deliver our Five Star Experience to Guests and fellow Team Members. This includes being committed to our Service Promise: We are the Twenty-Nine Palms Band of Mission Indians Team, where your experience is our top priority. Every person and detail matters.

Essential Duties And Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Upon request, reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Provide outstanding customer service to guests and all other employees by exceeding our mission statement.
• Lead by example and carry out our Five Star Experience to Guests and all Team Members by fulfilling our Mission Statement, Service Promise and following department service standards. This entails consistency performing our service expectations of: Welcoming, Proactive, Seamless, Personalized and Valued.
• Continually coach and support Team Members to ensure they have the skills, tools and resources to successfully complete their jobs, including the delivering of the Five Star Experience expectations.
• Maintain a strong liaison with all departments to include but not limited to:
• Executive Management
• Promotions/Special Events
• Slot Department
• Table Games Department
• Food and Beverage
• Entertainment Showroom
• Community relations organizations and committees
• Act as a liaison between Marketing and the casino guest, communicating with both to expedite customer requests.
• Maintain a patron log of likes and dislikes of the guests as well as level of play.
• Establish and maintain a close professional relationship with guests and expands the player development base by communicating to Spotlight 29 & Tortoise Rock casino amenities and player club benefits.
• Must work to increase visitation and theoretical value from all assigned VIP Players to include missing VIP Players, defected VIP Players, and VIP Players that have recently declined in their play activity.
• Must work to create new VIP Players and increase visitations and theoretical value from new VIP Players.
• Make decisions regarding complimentary rewards based on recorded play.
• Handles difficult guests and situations in a calm, professional and prudent manner.
• Assist in maintaining ticket logs and account redemptions.
• Work effectively as a collaborative team with others within Player Development Host Marketing, Table Games, Cash Operations, Food and Beverage, Slot Department, Table Games and Spotlight Showroom supervisory team to identify areas of opportunity and address areas of concern when necessary.
• Act as a liaison between Marketing and the Player Development Host guest, communicating with both to expedite customer requests.
• Oversee special events, slots and table games departmental promotions, and operation and booking of events.
• Plan and execute an effective and brief tour of the highlights of the facility for new guests.
• Upon being notified of the guest's arrival, must be present and ready for the guest.
• Must have strong knowledge of all local attractions, points of interest, amenities, and social connections.
• Must work with various software programs, meet standards of guest contact expectations, write letters, text, call and email VIP guests to increase and maintain visitation.
• Ensure the highest levels of service by obtaining an itinerary from the Marketing staff prior to the guest's arrival and expediting the itinerary by coordinating and following up with the agenda (i.e. arrival and departure times, hotel, restaurant and show reservations, special diets or needs assistance, local transportation and accommodations, etc).
• Plan and execute an effective and brief tour of the highlights of the facility in the case of a new guest.
• Provide constructive feedback to the Marketing staff to ensure guest satisfaction.
• Maintain excellent communications with all Directors, Managers, and Supervisors.
• Implements approved departmental policies and procedures.
• Develop, maintain and nurture a positive work environment.
• Responsible for maintaining a disciplined environment and implement practices that promote safety, quality and productivity.
• Help coordinate and supervise training, assignments and development of subordinates.
• Ensure compliance with all Minimum Internal Control Standards (MICS) as well as all Tribal Internal Control Standards (TICS).
• Present a positive image of the Tribal organization to its guests and vendors and to assist them as required.
• Must follow all safety policies and procedures and attend all scheduled safety meetings and training as a condition of employment.
• Able to make difficult decision in a fair and honest manner.
• Strong verbal and written communication skills.
• Perform any other duties that may be assigned from time to time.
  
  

Supervisory Responsibilities

Supervise subordinates of Player Development directly and indirectly. Adhere to the Tribal organization’s policies, procedures and applicable laws.

Carry out supervisory responsibilities which include but are not limited to: interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

EDUCATION AND EXPERIENCE (MUST BE DOCUMENTED):

• High School Diploma or equivalent (or GED)
• 2-5 years of casino host, player development, or marketing experience preferred.
• Gaming industry experience is preferred.
• Must have good verbal and written communication skills, in English, on the telephone and in person.
• Must understand and be able to apply and explain the Gaming Rules of Tortoise Rock and Spotlight 29 Casinos.
• Outstanding organizational skills; must be able to multi-task.
• One (1) year of telemarketing experience preferred.
  
  

Certification, Licenses And Any Additional Requirements

• Must pass periodic random drug screens.
• Must be able to pass background suitability investigation.
• Must obtain a Tribal Gaming License.
• Must obtain all other applicable certifications and licenses.
• Must provide proof of eligibility to work in the United States within 72 hours of employment.
  
  

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use upper extremities, including but not limited to, hands and fingers to handle, or feel; reach with hands and arms. They may be occasionally required to climb or balance, stoop, bend, push, pull, twist, kneel, crouch, or crawl. The employee must occasionally lift up to 25 pounds and/or push, pull up to 50 pounds. The employee is occasionally required use repetitive movements to complete tasks. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Employee may be occasionally required to work in low light conditions, and may be exposed to loud noise for extended periods.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Multiple locations.
• Some enterprises are open 24 hours per day, 7 days per week; therefore, you must be flexible to work any and all hours.
• Must be available for emergency calls 24/7.
• Must be available to work weekend and holidays.
• Some enterprises are not a smoke-free environment.
• Surveillance cameras and audio equipment monitor the premises recording activity throughout most of the facilities on 24 hours per day, 7 days per week basis.
  
  

Indian Preference Act

The Twenty-Nine Palms Band of Mission Indians has a resolution on file with Human Resources to ensure that Indian Preference will be adhered to in the following order in accordance with IPA:

• Tribal Members
• Other Native Americans
• All other ethnic groups