GENERAL SUMMARY

The Executive Casino Host will represent the casino through public relations and marketing efforts to expand and maintain the casino client base, ensuring an excellent guest experience for players. In addition the Executive Casino Host will be responsible for providing leadership role to the junior Casino Hosts.

CORE SCOPE OF POSITION

• Devotes significant time being visible and available on the casino floor in order to meet and greet guests during individual visits as well as during special events. 

• Develops relationship and interacts with guests to ensure favorable gaming experience with personalized guest service. 

• Provides timely response and resolution on guest inquiries and disputes/issues regarding player’s account, point discrepancies or related issues while ensuring guest satisfaction. 

• Ensures guests receive prompt, efficient, and courteous service.

• Meets profitability quotas as established by management.  

• Assists management with motivating, coaching, and recognizing positive guest service; training of Casino Hosts and VIP Concierge. 

• Provides next level authorization and leadership to resolve guest service issues within the department. 

• Complies with company and departmental policies and standard operating procedures, and applicable governmental laws and regulations. 

• Uses sales techniques to identify and cultivate relationships with players without V Club cards. 

• Plans and hosts VIP events, parties, promotions, tournaments, and other functions to encourage new member acquisition. 

• Develops guest contacts using referrals and CRM to pursue leads. 

• Actively develops and maintains guest loyalty and incremental visitation through personal contact, using telephone, on-property hosting, off-property entertaining, telemarketing, direct mail, and email. 

• Proactively reestablishes relationship with former VIP guests. 

• Works closely with Table Games and Slot personnel to determine and identify opportunities to cultivate VIP guests.

• Makes appropriate decisions regarding complimentary by evaluating the gaming activity of individual players such as recorded play, earned points, comp availability, and guest profitability. 

• Assists the Casino Hosts with next level authorization and adherence to guest complimentary guidelines as defined by management. 

• Maintains all current player accounts by verifying that contact information is accurate to maintain the integrity of the database. 

• Learns all facets of the required functions of player tracking system.  

• Maintains updated premium player preferences and contact information Via CRM. 

• Generates revenue through development of accounts and utilizing current player database. 

• Responsible for meeting performance goals based on activity of assigned players and marketing effort metrics. 

• Keeps current with all promotions and events in the casino, restaurants, outlet centers, and Viejas Enterprises. 

• Demonstrates a complete understanding of all slot and table games and the V Club Rewards program. 

• Protects company assets and reports any fraudulent activity to Surveillance Department and Management. Complies with and follows company and departmental policies and standard operating procedures, applicable governmental laws and regulations. 

• Adheres to all hygiene and safety standards. Ensures that a clean, safe, hazard-free work environment is maintained.

• Performs all other duties as assigned.

FOUR STAR AND FOUR DIAMOND SERVICE COMMITTMENT 

All Team Members will display a Forbes Travel Guide Four Star and AAA Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Viejas Casino & Resort.

INTERACTION

• Interacts with internal and external guests.

• Interacts daily with functional peer groups. Interaction normally involves exchange or presentation of factual information.

• Perceptive in reading people and situations, and adept at using that knowledge to determine guests needs and identify sales opportunities.

SUPERVISION

• Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules. A portion of time is normally spent performing individual tasks related to the unit or sub-unit. Generally supervises semi-skilled employees.

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED) required.

• Bachelor’s degree preferred.

EXPERIENCE

• 5 or more years of related experience and/or training.

• 2+ years of experience working in casino marketing, special events, promotion and/or casino guest service environment. 

• Management/ leadership experience.

KNOWLEDGE AND SKILLS

• Excellent verbal, written, and interpersonal communication skills.

• Excellent guest service and organization skills.

• Working knowledge of casino games and operations.

• Working knowledge of Windows, Word, and Excel.

• Working knowledge and understanding of player tracking systems.

• Ability to work in a fast paced, deadline oriented environment.

• Ability to work flexible schedule including evenings, weekends, and holidays.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• See working conditions form for this position.

Required Skills Required Experience

Must be willing to work day shift or swing shift (3-11).Troubleshooting and resolution of customer problems, including identifying user errors, unit issues, and network related problems. Responsible for maintaining the trouble reporting process for customer reported troubles (external); identifying and resolving critical customer service affecting problems, performs liaison activities between RF Engineering, Operations, Customer Care and Corporate Engineering. Participates in market level personnel and customer care notification process on unscheduled system outages. Resolves subscriber network troubles using trouble management software tools.  Performs first-line diagnostics on subscriber network trouble tickets. Updates trouble ticket status throughout the trouble resolution process.