Casino Host

POSITION SUMMARY

Responsible for cultivating and maintaining relationships with rated casino players through direct, personalized service. This role works to enhance loyalty, drive revenue, and elevate guest satisfaction by using reinvestment tools, player tracking systems, and property amenities. Hosts are expected to manage a portfolio of guests and act as liaisons for premium guest experiences.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Develop and maintain relationships with the casino's top guests, providing dedicated, personal service around the clock.
• Develop and manage an active book of assigned rated players (Tiers 3-4)
• Increase guest familiarity with the brand and establish loyalty through proper service and play reinvestment.
• Personally welcome and host guests during visits; ensure tailored service across all touchpoints. Coordinate with marketing and management to develop and implement strategies targeting high-limit guests.
• Collect and relay information on potential new guests.
• Monitor player activity to issue comps, offers, and amenities in line with reinvestment guidelines. Coordinate lodging, food and beverage, events, and transportation as needed. Track player feedback, preferences, and trip frequency to improve service.
• Assist guests with questions and special requests for maximum convenience and comfort.
• Communicate promotion details to property teams and guests; distribute guidelines and promotional materials.
• Collaborate with marketing, hotel, F&B, and other departments to ensure guest satisfaction.
• Conduct outbound calls to drive return visits and build relationships.
• Work on the floor to greet players, resolve issues, and increase carded play.
• Work flexible hours, including nights, holidays, and weekends.
• Support marketing in coordinating and executing special functions (events, promotions, VIP activities, tournaments).
• Participate in telemarketing to invite guests and collect feedback.
• Operate on the casino floor and players club booth, handling member enrollment, questions, offers, and general guest services.
• Pay out promotional prizes as necessary.
• Perform other duties as assigned.

GENERAL CONDITIONS

• Maintain professionalism, integrity, and confidentiality at all times.
• Move efficiently through all work areas.
• Apply common sense to follow instructions in various forms.
• Solve problems involving multiple variables.
• Handle high-stress situations with urgency as needed.
• Work 45+ hours per week, including nights, weekends, and holidays.
• Adapt to flexible schedules and shifts.
• Foster pride and commitment among Spokane Tribal Members for career growth.
• Use computers, software, and database systems relevant to the position.
• Review and comprehend required documentation.
• Communicate effectively with guests and team members at all levels.
• Operate in environments with variable crowds, noise, and smoke levels.
• Understand and meet the needs of preferred guests through effective communication.

JOB QUALIFICATIONS

• Must be 21 years old.
• High School Diploma or equivalent. College coursework in Marketing, Hospitality or Communications preferred.
• Minimum (2) years in Player Development, casino host, or similar casino player relations-related position. Casino supervisory experience preferred.
• Knowledge of player development strategies and comping thresholds.
• Strong communication, relationship-building, and service recovery skills.
• Self-motivated, personable, and focused on providing elevated guest experiences.
• Highly organized with strong interpersonal abilities to build effective working relationships. Demonstrate strong knowledge and understanding of hospitality and casino marketing principles and player reinvestment.
• Flexible scheduling; available for VIP events and promotions.
• Familiarity with STRC marketing strategy and guest base.
• Proficiency in Microsoft Office and player database systems (e.g., ACSC, CMP, or equivalent).
• Demonstrate ability to work and thrive in a fast-paced, high-energy environment
• Excellent verbal and written communication skills; Read, write, and speak English fluently
• Apply professional and confident communication to influence outcomes and secure guest commitments.
• Exceptional critical thinking skills with the agility to adapt in fast-paced environments.
• Demonstrate thorough knowledge and understanding of responsible gaming protocols and promote adherence among guests

REGULATORY AND COMPLIANCE RESPONSIBILITIES

In addition to the other duties described herein, every team member has the following responsibilities related to compliance with laws and regulations:

• Employment is contingent on receiving and maintaining adequate licensing, including any required gaming license.
• Attend required training sessions offered by the Spokane Tribe Resort & Casino.
• Perform the duties described in compliance with local laws and regulations.
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to STRC.
• Take the necessary steps to ensure minors are not encouraged or permitted to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco products.
• Refer to the Internal Control System and Policy Manuals for guidance.
• Take the appropriate steps to report exceptions, fraud, acts of wrongdoing, and potential violations of regulations or internal controls to the appropriate levels of management.
• Uphold high standards of ethical behavior, demonstrate an understanding of the impacts of problem gambling, and have knowledge of STRC's programs to address problem gambling.
• Establish rules for promotions and events that conform to Casino policies and regulatory requirements.

WORK ENVIRONMENT and PHYSICAL REQUIREMENTS: The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Varied days and hours, holidays, weekends, and nights may be assigned.

Ability to maneuver in all areas of the casino, ascent/descent from stairs, constant standing and walking; sitting, reaching, stooping, kneeling or crouching, and/or prolonged periods of time focusing on tasks. Ability to lift at least 50 lbs. May regularly need to lift/ move, push, or pull up material or boxes necessary to the job function, with or without assistance. Occasionally required to lift/move, one hundred (100) pounds of force, or more (pulling, pushing, lifting, carrying, etc.)

Reach with hands and arms, use hands to grasp, and have finger dexterity to handle objects, tools, or controls. Exposure to both extreme hot and cold temperatures, equipment, and substances and regularly required to work in tight, high or confined spaces.

Specific vision abilities include close vision, distance vision, color vision, peripheral vision, and depth perception. Visual acuity to discern and examine text, graphics, color, and symmetry. Speech to communicate clearly, express ideas, and understandably convey information. Ability to hear for listening comprehension and to understand ideas presented through spoken words and sentences. Manual dexterity to operate office and required equipment and examine or update documents, records, data, instructions, logs, and files.

Social perceptiveness to assess and understand other's reactions and behavior. Critical thinking to use logic and reasoning, to reach conclusions/solutions. Comprehension in assessing, analyzing, and processing alpha, numeric, and visual data and completing required tasks or documents accurately. Ability to tolerate stress and conduct tasks under critical deadlines. Ability to concentrate on a task over a period of time without being distracted.