Executive Casino Host

Position Title: Executive Casino Host

Department: Sales and Marketing

Employment Classification: Exempt

Position Summary/General Description:

An Executive Casino Host is responsible for generating casino revenue through development of VIP accounts while maximizing existing revenue streams utilizing active databases and implementing creative marketing programs.

Expectations:

• Adhere to Laguna Development Corporation (LDC) Core Values, Policies & Procedures.

• Act as a role model within and outside the casino.

• Maintain a positive and respectful attitude toward customers and co-workers.

• Consistently report to work on time prepared to perform duties of position.

Essential Duties & Responsibilities:

• Maintain relationships with VIP guests through personal contact, by phone and in person with the ultimate goal of maximizing gaming revenue goals as set by the management team.

• Work closely with the marketing department to help coordinate and work special player functions.

• Anticipates respond to and consistently exceed guest needs (e.g. transportation and accommodation arrangements).

• Deliver the Highest Level of customer service on property, set the example for others to follow.

• Handle difficult guests and situations in a calm, professional and prudent manner.

• Develop and maintain the top 20% of the player database based on player worth.

• Circulate casino floor meeting new guests and greeting familiar guest by name to develop player base; encourage return visits and create customer loyalty by establishing and developing relationships with gaming customers.

• Be visible on the casino floor and consistently spends a significant amount time with customers face-to-face, participating in special events and social functions.

• Review and monitor player ratings before and during shift to know who, of the rated player base, is present or is expected to arrive.

• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business.

• Stays up-to-date with the latest developments in the industry, current market trends, and all on-property and competitor events.

• Develop player base by promoting Ultimate Rewards Players Club to qualified gaming guests; invite guests to utilize the amenities of the club in order to develop customer loyalty.

• Award customer reward vouchers based on gaming action and program guidelines.

• Coordinate guest visits including meals and show reservations, and assist guests with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort

• Assist in the organization of special functions (e.g., parties and tournaments) and is responsible for preparing invitee lists and telemarketing efforts for special events, individual visits and/or obtain feedback on customer satisfaction. • Contact guest by calling, writing, e-mailing, or texting to increase trip frequency.

• Attend off property functions as a representative of the company in order to entertain or assist guests as required.

• Assist with player development revenue generating plans and programs to recruit, retain, reactivate and maintain guests (e.g., follow up on referrals, interacting with players on the casino floor, telemarketing, email, and direct mail).

• Provide exceptional, courteous, friendly service to players to differentiate LDC from competition; welcome guests and establish a rapport with them.

• Develop new premium players by identifying their interests and encouraging a higher number of return trips through the appropriate player events.

• Develop, coordinate and lead both on and off property VIP events.

• Report player activities and communicate these activities both written and verbally. • Maintain strict confidentiality of all sensitive information (e.g., guest/player information, financial data, casino player data, policies and marketing plans).

• Communicate clearly and concisely, both orally to small and large audiences and in writing.

• Exercise tact, courtesy, and initiative in handling routine problems.

• Work odd and unusual hours, including holidays and weekends.

• Act as a resource to players by maintaining a working knowledge of LDC facilities and events and advise guests of such information (e.g., promotions, special events, and player benefits).

• Seek out information to solve problems and make decisions confidently and accurately.

• Strictly adhere to and maintain knowledge of Pueblo of Laguna Gaming Control Board/Tribal Gaming Regulatory Authority rules and regulations, federal and state regulations as they relate to the Marketing Department.

• Be receptive to change and willing to embrace challenges with a team-spirit.

• Consistently enhance the “personal player base” and effectively builds and maintains professional relationships through established methods (e.g., personalized note cards, follow-up phone calls, greeting guests at check-in, dining, recognition of anniversaries, birthday/special gifts), and always follows through with necessary accommodations.

• Effectively utilizes pit personnel (e.g., Shift Managers, Pit Managers and Floor Supervisors) to identify new premium players.

• Ensure that all of the rated player base stay well informed of existing promotions through direct mail, telemarketing, and in-house contact to encourage trip frequency to the casino, including sending personalized structured literature to a range of the rated player base (e.g., inactive and special offers).

• Assists in the resolution of Guest complaints through interaction on the casino floor.

• At all times maintain a courteous, positive and professional working relationship with all LDC personnel and the general public (e.g., clients and vendors).

• Perform additional duties and responsibilities as necessary or assigned.

Education & Experience:

• High School Diploma or GED Certification preferred.

• Three to five years of relevant work experience in casino/hotel, customer service, host or other account management experience.

Licensing & Certification:

• None.

Computer Equipment, Software, Machinery:

• Proficient in basic computer skills (e.g., Word, Excel, PowerPoint, Outlook).

• Proficient with basic office equipment (e.g., computer, photocopying and faxing).

• Proficient with OASIS or AS/400 computer networks and Super PlayMate.

Essential Physical Requirements:

• Requires employee to hear, stand, see, talk, walk and repetitively use hands the majority of the time.

• Requires employee to occasionally bend, crouch/stoop, sit, and turn/twist.

• Requires employee to occasionally push/pull, carry, lift, and slide/transfer 1-50 lbs.

Essential Mental Demands:

• Requires the ability to solve problems, organize, plan, make decisions and interpret data the majority of the time. Requires occasional reading and writing.

Supervisory Responsibilities:

• None.

Work Environment (inside/outside):

• The job is performed indoors in a Casino environment with frequent exposure smoke (e.g., cigarette smoke).

Other Requirements:

• Obtain and maintain a gaming license through the Pueblo of Laguna’s Gaming Control Board.

• Must comply with LDC and the Federal Government Bank Secrecy Act by acquiring and maintaining a Title 31 Certification.

• Must pass a pre-employment alcohol/drug screening.