Casino Host

TITLE:

Casino Host

LAST UPDATED:

November 28, 2022

DIVISION:

Marketing

DEPARTMENT:

VIP Services

REPORTS TO:

Player Development Supervisor

FLSA STATUS:

Non-Exempt

COMP LEVEL:

8

____

Summary: The primary responsibility of the Casino Host is to acquire and retain Spirit Mountain Gaming Inc. players by assisting the VIP Department.

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by this position. Employee(s) may be required to perform position-related tasks other than those specifically listed in this description.

Essential Job Functions:

• Assist the VIP department with the acquisition and reactivation of players.
• Approve requests for comps based on recorded play, comp availability, and customer profitability within comp guidelines.
• Enroll guests in the Casino player's club; replace and reprint membership cards, manage guest account information.
• First point of contact for greeting VIP players in the VIP Lounge; responds to inquiries and provides customer service to guests, employees, and other internal and external parties.
• Assist with special events, promotions, giveaways, and special projects as assigned by the Casino Marketing Manager.
• Respond to guest inquiries and provide professional and positive guest interactions.
• Accurately explains all promotions and events to guests.
• Receives inbound calls and supplies accurate information to callers concerning special events.
• Remain flexible with work schedules 24/7 to allow availability for special events and promotions on and off the property.
• Maintain and continually develop knowledge of the gaming floor, its operation, and all other casino amenities.
• Learn and know the names and gaming activities of the casino's high-worth players.
• Perform data entry; input information regarding phone system usage and make corrections to the guest mailing lists.
• Process Casino mailers that have been returned.
• Stay current with Marketing and casino information and amenities, gaming offerings, special events, tournaments, concerts, and other promotional activities.
• Respond to inquiries on Lodge services, registration of guests, and other service-related questions, books, and confirms reservations.
• Up-sell/promote all special events, concerts, and hotel and restaurant venues with guests, through suggestive selling techniques.

Spirit Mountain Standards:

• Delivers Spirit Mountain's Spirit of Excellence by consistently modeling attitudes and behaviors in alignment with SMGI's Pride Values, Brand Promise, and Business Vision.
• Learns comprehends and complies with all Company and departmental policies and procedures, MICS, gaming regulations, and Title 31 Regulation requirements.
• Follows all Corporate and departmental safety policies and procedures.

Required Knowledge of:

• Customer service standards and telephone etiquette.
• General office processes, procedures, and equipment.
• Standard computer software applications.
• Casino gaming system and how to evaluate guest level of play.
• Special events and promotions and how guests qualify for specific events.

Required Skill in:

• Practices, procedures, and processes related to Casino gaming operations.
• Performing various clerical functions, answering and directing high volumes of incoming calls.
• Responding to guest's inquiries and providing customer assistance.
• Establishing and maintaining effective working relationships with others.
• Organizing and prioritizing duties.
• Evaluating the guest's level of play.
• Operating computer hardware and software applications.
• Communicating both orally and in writing.
• Establishing and maintaining effective working relationships with others.

Education, Experience, Licenses, Registrations, and Certifications:

• High School Diploma or equivalent, and a minimum of two (2) years high volume guest service experience in a casino gaming or entertainment-related environment or equivalent combination of education, training, and experience.
• Must possess a valid Driver's License and be eligible for company insurance.
• High-security gaming license issued by the Grand Ronde Gaming Commission.
• Must be at least 21 years of age.
• Due to the nature of the interactions with other employees and the public we serve, employees may be required to provide documentation of or receive, certain health vaccinations.

Environmental Factors and Conditions/Physical Requirements:

• Work is performed in an office environment.
• Work is subject to sitting, standing, walking, bending, reaching, kneeling, and lifting to 10 pounds.

Equipment and Tools Utilized:

• Equipment utilized includes a personal computer, standard office equipment, and a telephone with an intricate voicemail system.