Executive Casino Host

Responsible for providing premium level guests with the best possible experience. The Executive Host is responsible for identifying and acquiring premium resort guests both internally and externally by executing programs for recruitment of new gaming guests, while creating brand awareness of The Rose Gaming Resort. The Executive Host builds premium guest loyalty using sales and marketing techniques that foster an exclusive guest relationship and generate gaming revenue as determined by management. This role is highly visible to and interactive with premium guests, and therefor requires a high level of professionalism, and championing of the goals and priorities. Responsible for on and off-property efforts to establish and develop relationships with those who have the means and potential to become high value gaming guests. The position is called upon to interact frequently with high value guests and makes decisions regarding extensions of complimentary services and/or goods.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Provides excellent guest service and hospitality to the Resort guests.
• Solicits and develops our valued guests through contacts within the community and on the casino floor.
• Utilizes all players tracking systems applications and software to target active players on the casino floor.
• Responsible for meeting weekly & monthly guest contact, event bookings and benchmark and other departmental goals.
• Assists and plans special events, to ensure guest satisfaction and event success, giving special attention to high level guests who may be in attendance.
• Secures hotel, dining, entertainment, event, and transportation reservations and VIP services our valued guests.
• Responsible for increasing visits, gaming play, and length of stay for all rated gaming guests.
• Reviews guest activities and promotional status with Executive Host, Player Development Manager and Director as required.
• Notifies our valued guests through telemarketing and letter writing about services available, promotional opportunities, and special events to assure guest retention and repeat business.
• Research’s and evaluates play and patterns to reach our valued guest with the gaming and resort experience.
• Develops, establishes, and retains relationships with our valued guests thru telemarketing & written correspondence.
• Utilizes the player rating system to determine comp worth.
• Meets, greets, and delivers exceptional service to all our valued guests, must be visible and able to be reached by all departments.
• Utilizes our player tracking systems for player tracking, analysis, and data.
• Works with Hotel Front Desk, Reservations, and Valet staff to coordinate our valued guest arrivals and requests of special accommodations and amenities.
• Creates and establishes the Players Club memberships through fostering relationships and promoting the use of the Players Club card and programs.
• Maintains security and confidentiality of files, records, lists, and other player and financial information.
• Maintains a high standard of courtesy, professionalism, and discretion in communications to or about our valued customers, their arrangements, and finances.
• Completes required paperwork as designated by the department and/or management’s request.
• Responds to guest’s inquires including e-mails, telephone calls and text promptly.
• Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
• Gives basic instruction on all promotions and special events, as requested.
• Occasionally assists in the Players Club and Box Office to ensure guest service goals are met.
• Occasionally may be assigned to drive company vehicles on public roads.
• Assists and participates in marketing functions as required.
• Occasionally performs duties of subordinates and other duties as needed.

REGULATORY AND COMPLIANCE RESPONSIBILITIES:

In addition to the other duties described herein, each Team Member has the following responsibilities related to compliance with laws and regulations.

• Attend required training sessions offered by the Company.
• Obtain and retain required license(s).
• Perform the duties described in compliance with local laws and regulations.
• Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member’s department.
• Have knowledge of the Property’s programs to address problem gaming.
• Report any acts of wrongdoing of which the Team Member may have knowledge.

EDUCATION, TRAINING, AND EXPERIENCE:

• High School Diploma or General Education Degree (GED), required.
• Five (5) years’ experience working in a casino environment, player’s club, or related experience, required.
• Read, write, speak, and understand the English language. Read Company or departmental reports, newsletters, and documents.
• Perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals.)
• Protect the Company’s value by keeping information confidential.
• Perform assigned tasks under frequent supervision. Follow written and verbal instructions.
• Must possess a valid driver’s license with good driving record.
• Communicate information and suggestions in oral and written form. Prepare written documents and complete reports as required.
• Utilize MS Office products at basic (create new documents, open/edit existing documents) skill level.
• See problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.
• Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Travel locally, or between properties as needed.
• Update job knowledge by participating in educational opportunities; attending expos or conventions; and developing or maintaining professional networks.

Certificates, Licenses, and Registrations: Virginia Racing Commission License

Valid Driver’s License with a minimum of three (3) years driving experience.

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. 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 frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to lift, push, and pull up to 25lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. The employee is subjected to circulate throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.

A review of this description has excluded the marginal functions of this job which are incidental to the performance of fundamental job duties. All duties or requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be expected to follow any other job-related instruction and to perform any other job-related duties requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.

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