Casino Host

Under general supervision of the Player Development Manager, builds loyalty and increases revenue by developing and effectively maintaining relationships with targeted guests through personal contact by telephone, and written communication.

MINIMUM QUALIFICATIONS:

• Must be at least 21 years of age.
• High School Diploma or GED Required
• Bachelors Degree in Hospitality, Marketing or related field required.
• Four years of high volume casino hospitality business experience required.
• Equivalent combination of education and experiencemay be considered in lieu of secondary educational requirement.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Drivers License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

JOB DUTIES:

• Ensures Casino is compliant with all local, state and federal regulations and Tribal MICS.
• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times and models Guest Service standards.
• Develops player relationships to ensure gaming loyalty and retention to minimize player defection and maximize revenue.
• Maintains close ties with targeted guests through personal contact (i.e. phone, written communication etc.). Maintains good will with all guests. Actively seeks out new players.
• Build and develops relationships with high-value players using contact strategy through a variety of inbound and outbound channels to ensure incremental visits.
• Promotes and enrolls members to the Players Club.
• Tracks guests play in Player Tracking system.
• Acts as an effective Casino ambassador to ensure communication of all casino operations, events and programs to encourage participation and return visits to the Casino.
• Acts as a resource to guests by maintaining a working knowledge of facilities, events, and promotions.
• Issues discretionary comps based on approved guidelines, policies and procedures.
• Assists guests with reservations for restaurants, hotel accommodations, and events.
• Meets weekly contact and reporting goals. Assists with departmental administration functions as needed.
• Educates guests and actively promotes success of the Guest Rewards Club.
• Maintains and increases revenue from existing guests.
• Uses database to track and analyze player history and habits, utilizes the data to meet departmental revenue goals, and ensures VIPs are receiving correct offers and information. Updates player database as needed.
• Assists in the creation and execution of on and off property VIP events.
• Provides daily, weekly, and monthly reports to Manager. Assists with administrative functions.
• Maintains a good communication with co-workers and maintains a positive and professional work environment.
• Contributes to a team effort and accomplishes related results as required.
• Perform other job duties as required.

GUEST SERVICE:

• Provides excellent internal and external guest services, treating all guests with courtesy and consideration at all times.
• Cooperates and communicates with all employees, always exhibiting mutual respect and consistently projecting a positive, helpful image and attitude.
• Monitors production and service levels by interacting with guest and staff

COMMUNICATION:

• Ensures company information provided by management is effectively communicated to assigned staff and ensures staff concerns, request for information, and ideas for improvement are effectively relayed to management.
• Facilitates the flow of information throughout the area of responsibility by presiding over scheduled meetings with staff and team members as required.
• Stays informed of company information and communications by reviewing all e-mails, digital boards and SharePoint.

REGULATORY COMPLIANCE:

• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge, skills, and experience in communications, decision-making, problem solving, complaint resolution, resource allocation, and customer service required.
• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of business English, proper spelling, grammar, punctuation, and basic arithmetic.
• Knowledge of principles and practices of public relations, promotions, and marketing in a customer service oriented environment.
• Knowledge of computer utilization in marketing/business operations.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, Database, and presentation software (such as PowerPoint).
• Skill in preparing and analyzing reports.
• Positive attitude, exceptional guest service skills, outstanding phone etiquette, excellent interpersonal skills, strong written and verbal communication skills, strong problem-solving skills, ability to multi-task and make quick decisions, self-motivated, flexible.
• Ability to establish and maintain professional relationships with staff and clients of varying social and cultural backgrounds.
• Ability to work all hours including weekends and holidays.
• Ability to resolve customer complaints.
• Ability to write reports and business correspondence.
• Ability to communicate, read, and write clearly in basic English.
• Ability to apply basic mathematical skills.
• Ability to interpret a variety of instructions furnished in written and oral form.
• Ability to provide excellent customer service.
• Ability to travel.

PHYSICAL DEMANDS:

• Required to stand or walk for up to 8 hours per day.
• Ability to sit, stoop, kneel or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory, visual acuity, and good verbal communication.
• Ability to lift, push, or pull upwards of 50 pounds.

WORK ENVIRONMENT:

• Work is typically performed within a Casino setting.
• Exposure to second-hand smoke and a high noise level.
• Evening and weekend shifts may be required. Extended hours and irregular shifts may be required.
• Travel is required.
• Tight time constraints and multiple demands are common.

Source: Hospitality Online