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Guest Experience Manager

2 months ago

Hollywood, Florida, United States Seminole Gaming Full time
Job Summary

We are seeking a highly skilled and experienced Executive Host to join our team at Seminole Gaming. As an Executive Host, you will be responsible for maintaining relationships with targeted guests, generating incremental gaming revenues, and providing exceptional customer service.

Key Responsibilities
  • Maintain relationships and market our gaming product and amenities to valued guests.
  • Greet guests in the casino and participate in social events and special promotions.
  • Track guest's visits, arrange accommodations, and provide complimentary services according to established guidelines.
  • Issue Player's Club cards and promote the program and related promotions.
  • Develop and implement strategies to increase gaming revenues through the development of a targeted guest base.
  • Update guest history for future visits and ensure the protection of customer's rewards and credit lines.
  • Effectively handle customer complaints and discrepancies in an efficient and courteous manner.
  • Provide special services, including food, beverage, transportation, cross-property events, and Player's Club programs.
  • Achieve quotas provided by management for room goals, new card sign-ups, events, entertainment, and other key performance indicators.
  • Assist in the development of incentive programs, host goals, special events, and marketing programs.
  • Maintain up-to-date knowledge of all electronic gaming machines, player tracking systems, promotions, events, entertainment, and general property information.
  • Stay informed of competitive promotions and ensure that our offerings remain competitive.
  • Safeguard the confidential nature of all departmental and company records.
Requirements
  • Five (5) years of casino host experience and three (3) years of casino market experience in Florida required.
  • Presentation of an image of excitement, enthusiasm, and outgoing personality, while projecting a professional appearance.
  • High school diploma or equivalent required. Bachelor's degree in Accounting, Business Administration, Finance, or Marketing preferred.
  • Computer literacy and proficiency in Microsoft Office, Excel, and Word.
  • Excellent communication skills, tact, and judgment, high moral integrity, and strong work ethic.
  • Conducts themselves in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida/departmental policies and procedures.
  • Ability to deliver a service level that creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
  • Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
  • Excellent interpersonal, communication, team building, and problem-solving skills required.
  • Ability to resolve stressful situations.
  • Ability to make sound complimentary decisions based on tracked customer play.
  • Self-motivated and able to work under pressure, handle situations in a timely manner, and work independently.
  • Analytical skill and customer service orientation required.
  • Ability to perform multiple tasks in an efficient manner.
  • Ability to read and understand all Seminole Tribe of Florida policies and procedures.
  • Ability to communicate effectively with guests in English, specific to position duties and responsibilities.
  • Ability to complete standard Seminole Tribe of Florida forms and reports.
  • Ability to speak to the general public and/or groups of individuals.
  • Basic mathematical skills, including the ability to add, subtract, multiply, and divide, specific to position responsibilities.
  • Ability to function and manage in non-standard situations where independent judgment is required and limited guidelines exist.
Work Environment
  • Ability to work in a smoking environment.
  • Ability and willingness to work any shift and long hours when necessary, including evenings, weekends, and holidays.
  • Ability to continuously maneuver around the office and property, often standing for long hours.
  • Manual dexterity to operate a computer and other office equipment.
  • Ability to lift 30 pounds and bend, reach, and stoop on a limited basis.
  • Duties and responsibilities are typically performed on the Casino Floor with constant exposure to the general public.