Executive Casino Host

September 10, 2024

Odawa Casino Resort

Petoskey

FULL TIME

Odawa Casino Resort

Job Description

Job Title:

Executive Casino Host

Reports To:

Player Development Manager

Department:

Player Development

Minimum Pay Rate:

$25.00 per hour

Job Code:

ECHOST

Pay Grade:

SLOTS7

Date Written:

07/24/2008

Last Update:

09/09/2024

Job Summary: Increase gaming revenues and generate loyalty through the development and maintenance of relationships with targeted guests.

Primary Duties and Responsibilities:

Greet all guests and Team Members in a friendly, open manner.
Conducts oneself in a positive and professional manner, acting as a role model for all Team Members.
Maintain knowledge of all current promotions and events to provide guests with accurate information, to answer questions, to handle special requests and to assist the guests to enjoy the best possible experience.
Attend and assist with special events/promotions on and off site.
Fill special events with high worth guests by calling invited players.
Provide consistent, prompt and courteous guest service at all times under any conditions.
Assist with the training of new Casino Hosts.
Ensure that the strictest of confidentiality is maintained at all times (including business plans/strategies and Player’s Club member information).
Promote the Player’s Club to guests not enrolled or not playing with their card, capturing all relevant and useful information, i.e., mailing address, phone numbers, email address, etc.
Meet and congratulate jackpot winners and work to keep them in-house as long as possible, utilizing venues and comps as appropriate.
Monitor slot floor/pit for potential high worth players.
Take care of the needs of high worth guests to maintain loyalty and increase play.
Make appropriate decisions regarding service recovery based on customer profitability, comp availability and customer play.
Build relationships with players through personal communications including phone calls, letters, emails, text, etc.
Manage relationship marketing and player development strategies using clearly defined objectives, tactics, and on-going performance reviews.
Utilize hotel rooms, restaurants, promotions, events, and other venues to book additional trips.
Balance guest comps against sound business practices and company’s financial goals.
Maintain adequate communication regarding work related activities, guest needs and issues affecting the host process.
Communicate any problem to management using the chain of command in a timely manner.
Communicate to management any unusual or extreme player patterns or activity.
Meet and exceed monthly goals as established by management.
Utilize information on play to execute player strategies focused on identifying and nurturing players with obvious development potential.
Reinvigorate fading and inactive high worth players.
Support Casino Hosts by providing a leadership example, offering back up and assistance, as needed.
Create opportunities to increase trip frequency or wallet share.
Maintain loyalty and maximize potential for coded customers.
Collaborate with Player Development Manager to evaluate success of programs and make adjustments accordingly.
Work on assignments that are complex in nature while exercising sound judgment in problem resolution and actively participate in making recommendations.
Attend all meetings as required.
Complete all required training satisfactorily.
Work at other properties as needed.
Perform all other duties as assigned within the scope of the position.

System Access: Synkros, MS Office Suite, Agilysys Visual One, Forms Database and Oracle

Upholds Odawa Casino Mission statement in all aspects of position:

Mission:

We create excitement and memories.

Values:

We create a culture that provides:

1. A fun, rewarding, safe, and consistent environment for our Team Members.

2. A warm reception, welcoming environment, and friendly atmosphere.

3. An optimal entertainment experience through exceptional service.

4. Support for the Waganakising Odawak values through Wisdom, Love, Respect, Bravery, Honesty, Humility, and Truth.

5. A contribution and connection to the community.

Preference: Applies to Native Americans in accordance with applicable tribal law.

Minimum Qualifications:

Must be at least 21 years of age with a high school diploma or equivalent and five (5) years hospitality industry experience; or an Associate’s Degree and three (3) years hospitality industry experience (casino experience preferred).
Must have two (2) years’ experience as a Casino Host.
Must have two (2) years’ experience with Player’s Club software and procedures.
Good organizational and communication skills, both verbal and written.
Excellent interpersonal, communication, problem solving, and analytical skills required.
Excellent customer service skills with both internal and external guests.
Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel and Outlook.
Ability to think independently in making decisions to maximize customer service experience.
Must be able to manage busy and stressful situations.
Must be able to multi-task in fast paced environment with time sensitive deadlines.
Must be able to demonstrate all aspects of hospitality, professionalism, prompt, and courteous service with extreme attention to detail.
Must read, write, and speak English fluently.
Ability to apply mathematical skills.
Ability to respond to common inquiries or complaints from guests, regulatory agencies, and members of the business community.
Will require significant standing, walking the casino floor and speaking.
Must be flexible with shifts and days off with ability to work overtime, weekends, holidays, special events, etc., as needed.
Must be able to work independently and exercise good judgment in handling a variety to situations with little or no supervision with both internal and external guests.
Must be able to meet Odawa Casino Resort internal supervisory or higher, training and education requirements.
Exposure to a smoke-filled environment with loud and continual noise levels.
You may be required to pass a skills assessment test to determine if you meet the minimum qualifications of the position.
Must be able to obtain a gaming license in accordance with the regulations established by the LTBB Gaming Regulatory Commission, and be able to serve in the position under any other applicable law.