Casino Host

Position Summary:

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, 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 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 actively approaching and checking 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 hearts/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 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 to 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 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.
• Determine how and when to offer comps based upon game type and theoretical earning, betting styles, estimated player worth, and competitive evaluation. Work with Operations Management and using CRM tools, analyze guest play to identify potential VIP players and make sound decisions 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; 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, PowerPoint, Outlook, and Explorer.
• Read and understand command of the English language 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 cope with many challenges.
• Ability to understand and utilize player tracking software programs.
• Ability to speak multilingual is 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 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.

Work Environment Considerations:

• Work within a 24/7 operation with ability to work flexible hours when required (days, evenings, nights, weekends, and holidays).

Great Canadian Entertainment is committed to diversity, equity, and inclusion and welcomes all qualified applicants to apply to join our team of unique contributors. We accommodate people with disabilities throughout the recruitment and selection process, and applicants are encouraged to advise Human Resources in advance if an accommodation is required. We thank all applicants for their interest and will contact those qualified to continue in the recruitment process.