Casino Host - Greensburg

Overview:

Function (Scope and Main Purpose of Job)

The Casino Host is responsible for providing customer service and assistance to VIP players; and all guests in Live! Casino & Hotel high limit rooms and around the casino where necessary. The Casino Host will ensure that the highest quality of service is provided so that Live! Casino & Hotel guests have a favorable gaming experience. Will also assist with guest functions to ensure guest retention and repeat business.

Responsibilities:

Core Service Standards

• CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance
• SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.
• Fast: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.
• FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.
• FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here

Specific Responsibilities and Duties

• Interact and build relationships with guests, concentrating in the higher denomination zones.
• Explain the benefits of the Player’s Reward Club and encourage enrollment.
• Grows actual revenues annually, consistent with property plan, and cross property goals.
• Respond to guest’s special complimentary requests and adjust based on sound, profitable decisions using the company’s complimentary policies.
• Continuously develop and sustain personalized relationships with guests, with increased awareness of such guests’ complimentary use and standing based on company policies.
• Executing the proper complimentary decisions for all guests for the use of off-site sporting suites and event tickets based on companies’ policies.
• Along with keeping an overall consistent complimentary issuance with the company’s guidelines.
• Handle and respond to guest complaints to ensure a positive outcome.
• Assist with the planning and execution of assigned parties, promotions, special events and tournaments.
• Consistently develop qualified guests to move their play to higher denomination zones and monitor guest activity through use of on-line systems.
• Ensure full compliance with departmental Internal Controls, policies, procedures and regulations.
• Ability to extend complimentaries in accordance with the property comp matrix.
• Other duties as assigned.

Qualifications:

Job Requirements (skills, knowledge, and abilities)

• Two years of experience in direct interaction with customers.
• Must be able to obtain and maintain a valid gaming license as determined by the State Gaming Agency for the position.
• Ability to demonstrate a professional, mature, positive and confident demeanor in dealing with guests and accomplishing daily tasks.
• Demonstrates the ability to work collaboratively as part of a team, both within and outside the department on a daily basis.
• Knowledge of gaming regulations.
• Ability to recognize problem gaming signs and deal with them appropriately.
• Broad variety of tasks and deadlines requires a flexible and irregular work schedule.

Educational Requirements

• Two (2) to Five (5) years of experience in customer service, marketing, hospitality management and/or gaming.