Executive Casino Host

SUMMARY: Develop and execute an overall cost-efficient player development program designed to meet the goals of guest satisfaction and increased play from current and future Club members. Host/Ambassador programs are to be integrated to retain and further develop high value players currently in our database while attracting new high value customers to the property. Own all aspects of strategic relationships with a specific group of VIP players. Develop a lasting, growth-oriented relationship with each assigned guest through a combination of in-person and over the phone sales activities.

ESSENTIAL DUTIES:

• Under the guidance of the Director of Marketing, Marketing Manager and Chief Financial Officer develops the key metrics of measurement of matching rewards program to individual players as well as targeted groups to assure proper ROI percentage results.
• Through analysis, identify calendar opportunities to capitalize on promotions, programs and player offers.
• Maintain ongoing reporting of player and group (tier) activity levels. Develop play trends considering seasonality and year-over-year comparisons that will allow the decision to increase or reduce offers.
• Report quarterly year over year results of Hosting and Ambassador Program as well as recommend changes in staffing to accomplish goals.
• Develop and manage the Host/Ambassador Program to include strong on-property communications of floor player recognition programs, player events, along with specific measurement objectives.
• Establish goals, manage and monitor the individual progress and success of the Host/Ambassador Program.
• Develop rapport with higher rated players while developing a tool box of guest benefits and amenities to increase business levels from key players – including outings, special events and player events designed to increase revenue/theoretical win while strengthening player loyalty.
• Participate in the budgets and the review process used to determine effectiveness and profitability of all Player Development programs of Gold Country Casino against those budgets.
• Develop and manage all player data reports including activity related to revenue/theoretical win generation.
• Prepare and distribute daily and weekly reports for the Director of Marketing and Marketing Manager.
• Assist in overseeing the setup of all VIP and Showroom events, including managing and scheduling appropriate Player Development staff for such events.
• Attending and contributing at weekly divisional meeting and other Gold Country Casino meetings as needed.
• Generate casino revenue from players to maximize existing revenue streams, utilizing our active databases and implementing creative marketing programs.
• Work closely with Ambassadors to ensure the proper upward mobility of guest in our tiered customer loyalty program..
• Communicate with guests via telephone, email or in person in an efficient manner.
• Coordinate guest reservations for restaurants, events, and hotel accommodations to ensure the best guest experience possible.
• Build loyalty among valued VIP customers by effectively utilizing marketing and upscale sales techniques.
• Authorize PBT and Comps for premium guests using a personal knowledge of the customer’s gambling background.
• Assist the Marketing Director with business development programs to increase guest visits.
• Resolve customer complaints and issues effectively using discernment and escalating concerns as appropriate.
• Maintain player database and monitor player visits, spending and preferences, to tailor marketing campaigns (including telemarketing, email, and personal invitations) in an effort to encourage return visits while developing new business.
• Establish, coordinate, and lead both on and off-property VIP events.
• Learn and maintain a working knowledge of all slot machines, table games, and bingo games in order to enhance the guest experience.
• Support and cultivate new ideas and methods to deliver business solutions.
• Keep track of existing products/services and /or progress on new initiatives.
• Stay up to date with the latest developments in the industry, current market trends and all on-property and competitor events.
• Maintain knowledge of all player tracking systems.
• Develop skills to handle increasingly complex matters.
• Maintain a high level of visibility throughout the facility during the majority of the shift.
• Maintain clear and thorough communication and excellent working relationships with all Gold Country Casino & Hotel departments.
• Ensure compliance with company policies and procedures.
• Learn and use the EDGE guest experience program at all times.
• Document and report all exceptions/variations/deviations immediately upon awareness.
• Work under pressure, meeting multiple and sometimes conflicting deadlines.
• Responsible for compliance with the Casino’s internal control policy and procedure as it relates to the position’s stated job description.
• Bi-lingual is a plus
• Be accountable for and fully utilize EDGE, our guest experience program, with each guest interaction.
• Keep pace with completing internal edge observations, including coaching employees and data entry of weekly snapshots.
• Other duties as assigned.

RESPONSIBILITIES:
Responsible for developing and delivering an environment of excitement for internal and external guests, promoting and coordinating programs, activities and special events to attract mid and high level guests, as well as develop and establish relationships with guests and encourage property loyalty, repeat visits, and exhibits core values of delivering the exceptional guest experience and guest satisfaction.

Responsibilities include interviewing, recommendation for hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problem.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must pass initial drug screening, background investigation and credit check. Must have strong computer skills including Microsoft Word, Excel and Outlook.

A friendly, outgoing and energetic personality will assist the Casino Host in identifying, developing, and maintaining relationships with Gold Country Casino & Hotel, enhancing guest loyalty. A professional attitude and dedicated work ethic will both be qualities the ideal candidate possesses.

Education and/or Experience:
Associates Degree preferred. In lieu of an Associate’s Degree, two (2) year of Casino experience in the Host/Ambassador role.

Special Qualifications:
Excellent communication skills and a friendly, outgoing personality required. Must be a self-starter, motivated, versatile and responsible. Must have two (2) year experience utilizing a player tracking system. Must be proficient in Microsoft Office. Bilingual preferred.

Language Skills:
Ability to read, analyze, and interpret documents, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the company and on the telephone.

Reasoning Ability:
Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables.

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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is also regularly required to stand; sit; and use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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

The noise level in the work environment is usually moderate. When on the Casino floor, the noise level increases to loud. This is a smoking environment and the employee must be able to work in a smoke-filled atmosphere.

Native American Preference