Executive casino host job description

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for generating casino revenue through development of VIP accounts while maximizing existing revenue streams utilizing our active databases and implementing creative marketing programs.
• Builds loyalty among valued VIP customers by developing relationships effectively utilizing marketing and upscale sales techniques.
• Maintains 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.
• Works to utilize transportation resources, including 30-seat jet, corporate jet, direct mail to actively recruit VIP players.
• Significant amount of time customer facing; participating in special events and social functions.
• Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements.
• Coordination as needed with VIP Hospitality team to lead to successful delivery of pre-trip itinerary; leveraging partnerships throughout the property (Gaming, Hotel, Food & Beverage, etc.) to maximize smooth, high end service delivery.
• Establishes, coordinates, and leads both on and off-property VIP events.
• Handles difficult guests and situations in a calm, professional and prudent manner.
• Fully empowered with comping authority.
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
• Responds to and consistently meets 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.

Qualifications:

• Must be 21 years or older.
• Must be able to work various shifts and hours to include holidays and weekends.

At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.

Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values - Together We Win, All In On Service and Blaze the Trail - every day. Our mission, "Create the Extraordinary". Our vision, "Create spectacular worlds. That immerse, inspire and connect you. We don't perform magic; we create it with excellence. #WeAreCaesars". If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.

UP TO $1,000 SIGN-ON BONUS

Potawatomi Hotel & Casino (PH&C), owned by the Forest County Potawatomi tribe, is one of the most comprehensive, state-of-the-art entertainment properties in the Midwest, including slot machines, table games, poker tables, bingo, off-track-betting, a theater, event center, award-winning restaurants, full-service catering, and a luxury hotel, with a variety of business meeting and special occasion venues. In addition to being the premier entertainment destination in the Midwest, PH&C sets the bar high for responsible citizenship through its dedication to charitable giving, responsible gambling, and sustainability.

PH&C operates on growth-oriented Mission, Vision, and Values statements that emphasize providing opportunities, being the premier entertainment destination in the Midwest, and most importantly, acting with integrity in everything that we do. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our Mission, Vision, and Values.

Principal Duties and Responsibilities (*Essential Functions)

* *Interact and build relationships with guests, concentrating on the higher worth players and developing qualified players to consolidate their play at Potawatomi Hotel & Casino with the goal of growing a critical source of revenue for the business.
* Acquire new players from various markets to grow property player base and increase revenues.
* *Extend complimentary services to guests, including monetary and high value rewards. Use discretion and independent judgement with respect to the issuance of complimentaries in order to grow rated revenue.
* *Strive to delight our guests; exceeding their expectations through gracious, enthusiastic and personalized service.
* *Monitor player activity through use of the on-line systems and promote play with appropriate action including but not limited to in-person contact, email, letter, text, and phone call in a timely manner. Arrange accommodations and amenities (i.e. shows, hotel, restaurant, transportations and etc.).
* *Seek out targeted players and sign them up for Fire Keepers Club (FKC).
* *Assist with the execution of assigned parties, promotions, special events, and tournaments.
* *Maintain up to date knowledge of all gaming machines, table games, promotions, events, entertainment, and general property information.
* *Respond to guest request and work independently to resolve guests concerns and conflicts in a fair and equitable manner to reach guest satisfaction.
* Provide valuable feedback to the management team on guest preferences and their expectations.
* Facilitate full integration with all casino departments to provide ultimate guest services.
* Demonstrate a professional, outgoing demeanor while on the casino floor and while hosting at on and off property events.
* Maintain confidentiality and security of all players' accounts, files, records, and lists.
* Perform job duties in full compliance with departmental Internal Controls, policies, procedures, and regulations.
* Perform other duties as assigned.

Requirements:

Job Qualifications

* High school diploma or equivalent and 2 years of related experience such as marketing, account management, sales, player development, customer service, or customer relationship building preferably in the gaming industry or other luxury service are required. Must be 21 years of age or older.
* Casino related experience is preferred.
* Office skills must include the ability to use standard office equipment and knowledge of Microsoft Office. Casino Management and Contact Management Systems knowledge preferred.
* Ability to respond to guest and team member voicemails, texts, and emails 24 hours a day, 7 days a week.
* The ability to maintain discretion in handling confidential information.
* The ability to interact with guests and team members at all levels of the organization professionally, including the ability to speak in front of small groups of guests and team members.
* The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
* While performing the duties of this job, the team member is required to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, maneuver through tight spaces, and move freely throughout the office and property for duration of scheduled shift. The team member may walk 10,000 or more steps daily and must be able to walk quickly from one end of the Casino to the other responding to guests. The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms. The team member must be able to operate a personal computer. The team member is required to lift, carry, push, pull, or move objects up to 10 pounds on a regular basis. Team member must wear all required Personal Protective Equipment (PPE) while performing job duties. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions

The noise level is usually moderate to loud. When on the casino floor, the noise level increases. The facility is not smoke free.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.

• Develop and sustain relationships with VIP guests.
• Introduce new VIP guests to the casino property.
• Develop new markets to target qualified players.
• Represent the casino at on and off property events.
• Empower to ensure guests' problems / complaints are resolved in a prompt, courteous and effective manner.
• Reactivate inactive VIP patrons through direct contact (mail, telephone, e-mail etc.).
• Meet required goals for special events, advance hotel reservations and new player sign-ups.
• Provide complimentary amenities to guests who have attained the necessary level of play.
• Facilitate the effective management of information throughout the department and casino.
• Maintain strong communication with all company departments in order to complete assigned duties successfully.
• Assist with credit application process.
• Maintain a working knowledge of the casino facility and current and upcoming events on property; advice guests and employees.
• Provide service to internal and external customers which reflects the company culture of Satisfaction, Togetherness, Appreciation and Recognition. (S.T.A.R.)
• Responsible for immediately informing on-site IGC Agent on duty, Security and Supervisor on Duty of any Internal Control or State Regulation violations related to gaming activity of which you commit, witness or become aware; must report pursuant to company Self-Reporting Policy.

Other Job Functions:

• Complete other duties as assigned in a prompt and professional manner.
• Able to handle more than one function at a time by being well organized and paying attention to details.

Job Qualifications:

• Experience Required: Two or more years experience in a casino comping system. Business management and operation experience preferred. Proven strong customer service and casino industry experience. Establish a client relationship with known casino players not currently in the Company database.
• Education Required: Bachelors' degree and a minimum of 2 years related experience and or training, or an equivalent combination of education and experience.
• Skills, Knowledge and/or Abilities Required: Strong computer skills, including Word and Excel programs, ACSC system knowledge, good organizational skills, ability to accurately perform data entry. Exceptional ability to communicate clearly and calmly; skillful problem solver, strong casino industry knowledge, and prior hosting knowledge.
• Licenses, Certifications, Bonding, and/or Testing Required: Indiana Gaming Commission Occupational License - Level 2.
• Other Specialized Requirements: Must be able to apply superior service quality characteristics - courteous, prompt, professional, and confidential. Professional appearance and presentation. Ability to use sound judgment, make quick decisions and deal with difficult guests. Knowledge of gaming regulations.