Development Host

DEADLINE: February 2, 2026

SUMMARY: The primary responsibility of this position is to function as the concierge of the Lake of the Torches Resort Casino providing exceptional customer service to guests and promote positive guest relations following all property service initiatives. DUTIES AND RESPONSIBILITIES:

1. Acknowledges, greets guests and responds to guest requests, provides information and assists guests in a timely manner.
2. Assists in providing complimentary amenities to Players Club Premier members and other high action players as needed.
3. Actively sells and explains the benefits of being a Players Club member and enrolls guests in the Players Club Program.
4. Must maintain monthly contact with their assigned “referral” players via email, letters or phone calls to promote upcoming events and increase trips to the facility.
5. Works mainly on the casino floor looking for new “development” and “referral” players during the majority of their shift.
6. Will receive a monthly goal to increase their player’s revenue over last year’s data. Ability to reach this goal month over month-year over year is essential to this position.
7. Will receive daily and monthly goals within the Host development software program to increase their assigned player’s revenue over previous numbers as well as a daily referral goal for new players.
8. Is assigned to “referral” players to ensure that they are able to spend the majority of their time on the casino floor.
9. Works to increase the number of Premier players by increasing visits from assigned “referral” guests.
10. Works mainly out of the Host work space to be able to complete any necessary comps in a quick fashion.
11. Resolves guest issues or concerns, facilitates satisfactory outcomes and notifies the Lead Casino Host of the issue and results.
12. Assists with internal department needs, as requested.
13. Notifies manager, supervisor or facility administrator of situations that may affect guests or associates or the Lake of the Torches Resort Casino.
14. Works within a team environment, where productive communication is critical.
15. Performs other duties as assigned.

SUPERVISION RECEIVED: Performs position responsibilities under the direct supervision of the Lead Casino Host, checking with the Lead Casino Host frequently for directions or questions.

POSITION RELATIONSHIPS: Internal: Frequent contact with Marketing, Player Services, Slots, Table Games, Players Club, Hotel, Security and Administration associates. External: Extensive contact with guests and visitors.

EDUCATION: A high school education or equivalent is required.

EXPERIENCE: Previous experience in a customer service and/or a sales environment is required for this position. Must have computer experience in Excel, Microsoft Word and Outlook as well as familiarity with mobile devices. Previous experience with or knowledge of the Casino player tracking system is a plus.

KNOWLEDGE, SKILLS AND ABILITIES: Must possess excellent interpersonal, oral and written communication skills and exceptional customer service skills, which include the ability to approach and initiate conversation and have dialog with guests, both internally and externally of the property. A strong familiarity with PC’s and related software is required. Must be able to manage and maintain confidential and sensitive information with diplomacy and tact. Must be able to follow all Internal and Property control policies and procedures and be able to maintain a professional demeanor in stressful situations as necessary.

WORKING ENVIRONMENT:

1. Work Conditions: The majority of responsibilities are performed on the gaming floor, along with some duties within an office environment with exposure to differentials in temperature.
2. Exposure to Hazards: May be exposed to situations where spills, wet floors or guest behaviors may create undesirable conditions. Exposure to secondhand smoke.
3. Physical Requirements: Continual walking, bending, standing, sitting and lifting is required. The Casino Development Host must be able to perform their duties out on the Casino floor for an extended amount of time on a regular basis.

LICENSE REQUIREMENTS: Must be able to be licensed by the Lac du Flambeau Tribal Gaming Commission.

BEHAVIORS: The vision, goals and objectives of Lake of the Torches Resort Casino requires the Casino Host to perform in both a professional and personable manner. The manner in which the employee relates to fellow employees, guests and visitors is considered parallel in importance to technical knowledge and ability. Respect and consideration given to the dignity of each guest, visitor and fellow employee is a requisite of successful job performance.

OTHER: All Casino Hosts must be able to work irregular hours, weekends and holidays. Must attend all mandatory meetings and participate in departmental training and development sessions.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by an individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills. Management reserves the right to revise the position description and to require that other tasks be performed if or when the position changes.