Under the general direction of the Regional Manager, Marketing, the primary responsibility of the Casino Floor Service Host is to provide enhanced customer service to current and new Premium Mass casino players through various responsibilities on the casino floor, for networking with our VIP guests in conjunction with our Operations Managers to drive ultimate experiences and provide personalized service levels to enhance their loyalty. The Casino Host is accountable to help deliver on the mission of Great Canadian Gaming being the leading gaming, entertainment and hospitality provider in Canada. Ensures all Player Development events are executed with great care, finesse and high energy while aligning with corporate objectives. Ensures adherence to all policies and procedures.

KEY ACCOUNTABILITIES:

• Provide enhanced customer service and additional on property host presence for higher end Mass and Premium Mass players in an effort to foster loyalty. Includes by not limited to actively approaching and check in with current hosted players on the floor.
• Devote significant time to being visible on the gaming floor to ensure confidence in the Casino Hosts overall leadership brand in the heart/minds of VIP players
• Proactively Aggressively utilize “monthly player reports”, and frequently walk the casino floor looking for un-hosted players.
• Develop relationships with Premium Mass players that allow for attentive, non-invasive service to individuals with the heightened sensitivity of a high net worth individual Create an on floor presence and serve as the primary position that is customer facing for greeting and bidding farewell for players.
• Exercise discretion to provide complimentary incentives to players that exceed their expectations, but not their value using emotional triggers and tactics
• Assist in arranging all customer requests throughout the trip as well as at checkout such as show tickets, dinner reservations, transportation, and available comps.
• Meet and achieve departmental goals as well as goals set forth by management including, but not limited to, production, comps, and customer interactions.
• Execute management objectives while continually adapting to the evolving environment of the business.
• Ability to effectively communicate and proactively interact with multiple departments and all team members.
• Follow company and departmental SOPs to ensure compliance.
• Utilize reporting methodologies to achieve greater profitability.
• Consistent and regular attendance is an essential function of this job.
• Other duties as directed by senior management.
• Liaises closely with the Regional Manager, Marketing and Executive Director, Casino Marketing on program campaigns and initiatives;
• Responds to and resolves issues as escalated;
• Ensures compliance with licensing laws, health and safety and other statutory regulations;
• Develops and cultivates strong working relationships with all stakeholders: guests, team members, vendors and regulators;
• Provide security to existing revenues by assuring customer retention through recognition and continuation of the triggers that secured this business segment
• Oversee promotion and progress of the loyalty programs as it relates to current and emerging VIP players
• Aggressively tele-market guests, track activity / responses in tracking tools and book reservations.
• Staff key contact points on property: Host Office, Loyalty Desks, Gold/Elite Lounges, High Limit areas as necessary.
• Meet and achieve all goals as related by the management team, including, but not limited to, activity, production, telemarketing and reservations goals.
• Support all promotional and special event offers through bookings and participation with guests when applicable; i.e. special events.
• Determine how and when to offer comps based upon game type and theoretical earning, betting styles, estimated player worth, and competitive evaluation.Works with Operations Management and using Customer Relationship Management (CRM) tools, analyzes guest play to identify potential VIP players and makes sound decisions as per guidelines when awarding complimentary products/services

EDUCATION AND QUALIFICATION REQUIREMENTS:

• High School diploma; Post-secondary education in commerce, marketing, hospitality, public relations or management an asset or suitable combination of continuing education and strong experience considered
• Minimum 2 years of marketing experience in sales/sales management; marketing experience, loyalty program experience
• 2 years experience in a gaming environment preferred.
• Available to work in a 24/7/365-day environment.
• Proficient in Microsoft Office software, including Word, Excel, Power Point, Outlook and Explorer
• Read and understand command of English language in order to communicate with guests and co-workers.
• Ability to serve as a dynamic and energetic leader while fostering teamwork, employee morale, motivation and open communication.
• Relies on experience and judgment to plan and accomplish goals.
• Dedicated to exemplary customer service.
• Outgoing, approachable, well mannered, friendly and professional image and demeanor.
• Capable of maintaining a positive working environment where each employee performs as part of a team.
• Ability to work independently and under pressure in a fast-paced environment and able to cope with many challenges.
• Ability to understand and utilize player tracking software programs.
• Ability to speak multilingual is considered an asset
• Ability to exceed internal and external guest expectations through timely, effective and service oriented communication
• Ability to maintain effective working relationships with all levels of the organization.
• Ability to be flexible, employ a sense of urgency, quickly adjust plans and execute to meet changing or immediate marketing opportunities.
• Skill of developing and maintaining positive relationships with external and internal customers
• Ability to identify and carry out actions to achieve goals while considering possible risks to effectively develop long and short-range company objectives.
• Skill in preparing written material such as correspondence, reports and proposals to meet purpose and audience.
• Skill of receiving a message, understanding the intended message and giving feedback to ensure customer expectations are met.
• Skill of delegating authority and encouraging and supporting risk taking to develop responsible employees.
• Ability to obtain registration as a Category 2 Gaming Assistant with the Alcohol and Gaming Commission of Ontario.Bilingual (English/French) is an asset but not required

Please refer the Job description for details