EXECUTIVE HOST

Overview

The incumbent in this position is responsible for the implementation, development, and coordination of Player Development programs to attract, acquire and host high-value players to ensure guest satisfaction and repeat visits. The incumbent is also 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. The incumbent will act as a guide to Hosts and approver of various Host player requests.

Responsibilities

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Creates an atmosphere that induces guests to make Hard Rock Casino Bristol their choice of gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service.
• Responsible for targeting, developing, and assessing new business relationships.
• Effectively delivers required sales targets.
• Maintains relationships with VIP guests through personal contact by phone and in person with the goal of increasing new business.
• Creative thought in developing a wide customer base.
• Works to utilize direct mail to actively recruit VIP players.
• Assists with planning and execution of special events.
• Fully complies with all applicable rules, regulations, laws, and policies, and conducts themselves with highest levels of integrity and honesty.
• Anticipates, responds to, and consistently meets or exceeds the needs of internal clients.
• Supports and cultivates new ideas and methods to deliver business solutions.
• Identifies ways to increase efficiencies or improve product or service.
• Keeps track of existing products/services and/or progress on new initiatives.
• Stays up to date with the latest developments in the profession.
• Develops skills to handle increasingly complex matters.
• Plans and creates events and community opportunities to drive awareness and greet potential customers.
• Provide Recommendations of locations for Player Development parties.
• Act as a guide to Hosts and approver of various Host player requests.
• Assist in the development of guest invitation lists for special events conducted by Hard Rock.
• Convey Wild Card program and qualification requirements to prospective gaming guests.
• Assists the Manager - Player Development with business development programs to increase visitation to Hard Rock.
• Represent the casino at on and off property events in the capacity of a Player Development Executive Host.
• Identify, initiate, and foster relationships with new and loyal guests that are deemed developmental.
• Enhance growth of gaming revenues by developing high valued theoretical players identified by the Manager - Player Development.
• Tracks and prepares reports, for the Manager - Player Development, on specific players and/or groups of players.
• Ensure that all guests are dealt with in an efficient and courteous manner. Resolve customer complaints and issues effectively while escalating concerns as appropriate.
• Must be knowledgeable of, and be able to explain, games offered by the casino, current marketing promotions and programs.
• Provide complimentary to casino patrons according to the approved internal controls and approved Complimentary Matrix.
• Maintain players’ database and monitor players’ visits, spending and preferences, to tailor marketing campaigns (including telemarketing, email, and personal invites) to encourage return visits while developing the business.
• Responsible for cleaning and sanitizing work and public spaces.
• Adheres to all Virginia Gaming Regulations.

NON-ESSENTIAL JOB FUNCTIONS

• Attend seminars when needed.

Qualifications

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

Bachelor’s in Business, Marketing or related field with 3 years host experience or 4 years marketing experience; or an equivalent combination of education and/or work experience.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses / certifications per Federal, State, and Virginia Lottery.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Prior experience in the Gaming industry strongly preferred.
• Must be twenty-one (21) years of age.
• Must be able to work holidays and weekends, as well as flexible shifts.
• Prior experience opening new properties/outlets strongly preferred.

KNOWLEDGE OF:

• Understanding of and experience in the property’s regional gaming market.
• Hard Rock marketing functions including, but not limited to customer acquisition, database, promotions, advertising, and branding.
• Operations, services and activities of a comprehensive marketing and database programs.
• The Gaming industry, including principles and practices of a capital and operations budget.
• Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
• Pertinent federal, state, and local laws, codes, and regulations.

ABILITY TO:

• Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Routinely go above and beyond in the accomplishment of position responsibilities to play a role in the achievement of organizational goals.
• Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Communicate clearly and concisely, both orally and in writing.
• Analyze marketing and promotions data.
• Be a strategic, analytical, ethical, and effective motivator.
• Operate various types of office equipment.
• Establish and maintain effective working relationships with those contacted during work.
• Be flexible to work varying shifts and time schedules as needed.
• This position spends time on the Casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.