Casino Host

at  Morongo Casino Resort Spa

Job Summary:
The Casino Host’s main responsibility is to develop and maintain effective working relationships with Morongo Casino, Resort & Spa’s very best players, provide services to them to build player loyalty, and to increase the number of visits and/or amount played by those players. Hosts must develop and maintain strong working relationships with key allies throughout the property and in the community to ensure players have the gaming experience they expect, and to generate leads for new business.

Essential Duties And Responsibilities:

• Meet, greet and deliver exceptional service to all Hosted guests.
• Establish and maintain positive guest relationships with players that meet the property criteria to be Hosted, and with guests that have been identified as having the potential to be Hosted. Learns about and tailors services to guests’ preferences, likes and dislikes.
• Responds to Hosted guest requests, questions or problems in a timely fashion, refers them to VIP Services whenever appropriate.
• Encourages the use of the Rewards Card by rewarding rated play with issuance of complimentaries to qualified patrons. Determines player eligibility of complimentary services by analyzing theoretical and win/loss ratings.
• Arrange hotel, limo, room amenities, golf and spa reservations and other needs for the satisfaction of VIP/Hosted guests.
• Notify VIP guests through telemarketing and letter writing about services available, promotional opportunities, and special events to assure guest retention and repeat business. Develop incremental trips from Hosted gaming patrons.
• Work special events servicing VIP guests on and off property. Represents management as a role model of guest service and professionalism at special events. Assist in planning special events as needed.
• Work with Casino Hosts, Player Development Administration, Hotel and Food and Beverage personnel to ensure room amenities are provided for the satisfaction of hosted guests.
• Successfully reach objective performance goals, including but not limited to satisfaction of revenue, visitation, acquisition, and reactivation goals.
• Review VIP activities and promotional status with Player Development Director as required.
• Solicit and develop new VIP guests through contacts within the community and on the casino floor.
• Keeps abreast of competitive promotional methods.
• Follows up with guest after departure and maintains contact.
• Performs other job related duties as assigned.

Qualifications:
Computer skills, excellent verbal and written skills. Required to act as a sales representative. In-depth knowledge of Player Development operations. Ability to learn how to use our Host Viz CRM system. Ability to maintain strict confidentiality of classified information. Ability to tactfully and diplomatically deal with the public and staff. Ability to speak to large or small groups, including acting as Master of Ceremonies for events, parties and tournaments. Must possess excellent business sense and high professional ethics. Must possess a high regard for guest service and team member relations. Must possess strong organizational skills, be detailed oriented and have the ability to multi-task while paying close attention to details.

EDUCATION AND/OR EXPERIENCE:

High School Diploma or GED required. Minimum 2 years’ experience in Casino marketing preferred. Minimum of 1-2 years of outside sales and/or telemarketing experience preferred. Player Development experience preferred, but not required. Bachelor’s degree in marketing, business administration or related field preferred or equivalent work experience. Must be proficient in Microsoft Office and other Windows based software.

LANGUAGE SKILLS:

Must be able to read, write & speak English. Candidates with bilingual capabilities will get a preference. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Must have the ability to write routine reports and correspondence and to speak effectively with guests or team members of organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Understanding of reinvestment percentages preferred.

• Meet, greet and deliver exceptional service to all Hosted guests.
• Establish and maintain positive guest relationships with players that meet the property criteria to be Hosted, and with guests that have been identified as having the potential to be Hosted. Learns about and tailors services to guests’ preferences, likes and dislikes.
• Responds to Hosted guest requests, questions or problems in a timely fashion, refers them to VIP Services whenever appropriate.
• Encourages the use of the Rewards Card by rewarding rated play with issuance of complimentaries to qualified patrons. Determines player eligibility of complimentary services by analyzing theoretical and win/loss ratings.
• Arrange hotel, limo, room amenities, golf and spa reservations and other needs for the satisfaction of VIP/Hosted guests.
• Notify VIP guests through telemarketing and letter writing about services available, promotional opportunities, and special events to assure guest retention and repeat business. Develop incremental trips from Hosted gaming patrons.
• Work special events servicing VIP guests on and off property. Represents management as a role model of guest service and professionalism at special events. Assist in planning special events as needed.
• Work with Casino Hosts, Player Development Administration, Hotel and Food and Beverage personnel to ensure room amenities are provided for the satisfaction of hosted guests.
• Successfully reach objective performance goals, including but not limited to satisfaction of revenue, visitation, acquisition, and reactivation goals.
• Review VIP activities and promotional status with Player Development Director as required.
• Solicit and develop new VIP guests through contacts within the community and on the casino floor.
• Keeps abreast of competitive promotional methods.
• Follows up with guest after departure and maintains contact.
• Performs other job related duties as assigned