Experienced Casino Host - Greensburg, Pennsylvania, United States

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 hi ...

Job description

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.