Position Summary:
Under the general direction of the Manager, Player Development, The primary responsibility of the Casino 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, Player Development 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 Responsibilities:
- 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 but 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 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 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
Additional Duties & Responsibilities:
- Communicate promotions, offers, as well as property and industry knowledge to our guests effectively.
- Efficiently respond to guest requests and ensure guest satisfaction and loyalty.
- Effectively promote the features and benefits of The Rewards Program vs. the competition by cold calling.
- Convey the terms of all offers and promotions, and effectively secure reservations.
- Meet and communicate with prospective and existing guests on the gaming floor.
- Maintain office and administrative work.
- Safety is an essential function of this job.
- Consistent and regular attendance is an essential function of this job.
- Perform other related duties as assigned.
- Ensures compliance with licensing laws, health and safety and other statutory regulations
Education and Qualification Requirements:
- Minimum 2 years of marketing experience in guest/customer service, sales/sales management; marketing experience, loyalty program experience;
- 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;
- Ability to exceed internal and external guest expectations through timely, effective and service oriented communication;
- Understanding of yourself as well as others when communicating with team members and guests
- Ability to safeguard and keep information confidential
- Ability to work under pressure, problem solve, and overcome resistance
- Ability to successfully obtain or maintain a criminal record check through the Gaming Policy and Enforcement Branch (GPEB)
- SIR, Smart Serve or IGB Certificate
- Computer fluency in MS Office suite.
- Experience in and understanding of Slots an asset
- Ability to speak multilingual is considered an asset
Work Environment Considerations: Regular office environment, non-traditional work hours may be required in certain circumstances.
- Fast paced with multiple priorities, deadlines and deliverables; exposure to some conflict, distress and noise;
- This role requires a flexible schedule that adapts to the business needs of a 24-hour operation; will have non-traditional work hours including evening and weekend shifts.
Minimum Rate (CAD $) | Minimum Salary (CAD $)
54,000.00
Job Rate (CAD $) | Midpoint Salary (CAD $)
60,000.00
Maximum Rate (CAD $) | Maximum Salary (CAD $)
65,000.00
