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Community Support Provider

Viejas Casino & Resort

Community Support Provider

Alpine, CA
Full Time
Paid
  • Responsibilities

    GENERAL SUMMARY

    The 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.

     

    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 while ensuring guest satisfaction.

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

    • Uses sales techniques to identify and cultivate relationships with Viejas players who have V Club cards but not hosted and players without V Club cards.

    • Plans and hosts VIP events, parties, promotions, tournaments, and other functions to encourage frequent visits and time spent at casino.

    • Develops guest contacts using referrals and pursuing leads as defined by management.

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

    • Proactively reestablishes relationship with former VIP guest through marketing program.

    • Works closely with casino and slot personnel to determine VIP guests and cater to them.

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

    • Adheres 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 production 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 guests and peer groups. Acting in a friendly, accepting and genuine manner with guests and others. Maintaining a positive attitude, demonstrating an upbeat, cheerful manner.

    • Actively focusing on convincing, persuading, and negotiating in compelling way. Using emotional intensity and energy to build enthusiasm and excitement in oneself and others.

     

    SUPERVISION

    • Does not provide supervision to others.

    Required Skills

    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.

    Required Experience

    EDUCATION/CERTIFICATION

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

    • Bachelor’s degree preferred.

     

    EXPERIENCE

    • 3 or more years of experience working in guest services in a casino environment.

    • 3 or more years of experience working in/ with casino marketing, special events, promotions, and etc.

  • Qualifications

    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.