Summary of Functions
A Casino Host is responsible for providing high quality guest service, hands on positive customer relations and promoting the rated play and frequency of hosted players for Northern Quest Casino.
Essential Duties and Responsibilities
- Responsible for monitoring and increasing rated play for hosted players on slots and table games.
- Actively develops and maintains guest loyalty and incremental visitation through personal contact such as on-property hosting, off-property entertaining, telemarketing, direct mail, and email using available amenities and promotional opportunities.
- Make appropriate business decisions, based on recorded play, earned points, comp availability and customer profitability, including approval and monitor comp issuance based on player performance and host discretion
- Ability to handle difficult situations, interactions, guest inquiries/and or complaints that may arise with tact and professionalism in positive manner while following all appropriate internal controls and guidelines.
- Work to utilize company resources including experiential events, engagement/participation marketing, and existing customers to actively recruit VIP players.
- Cultivate internal relationships to ensure seamless on-property execution by operational teams and proactively mitigate any potential service issues.
- Identify ways to increase efficiencies or improve products and services.
- Project warmth and enthusiasm in person and on the phone; build rapport to strengthen relationships and encourage trials as well as repeat visitation.
- Maintain a high level of player recognition, confidentiality and personal service to existing guests.
- Assists with development of Casino Host strategic planning.
- Able to regain guest loyalty under difficult circumstances. Proactively re-establishes relationship with former guests through various marketing programs
- Respond to guest requests, questions or problems in a timely fashion. Must be able to resolve and handle difficult situations on the spot
- Maintain strong presence on the Casino floor to identify prospective players
- Manage book of business with the intent of increasing spending on targeted, high value, casino patrons.
- Meets and greets jackpot winners of a certain amounts to congratulate and offer complimentary amenities that may lengthen stay or increase spend.
- Attend player parties and function to help take care of the identified player needs and requests both on site and off property.
- Complete required reports on assigned player activities and potential.
- Ensure compliance with the Kalispel Tribe of Indians - State of Washington Gaming Compact, Internal Controls, NIGC Regulations, and Northern Quest Policies and Procedures.
- Adheres to department policies, procedures, activities and strives to achieve short and long–term goals and objectives for the Host Department
- Enforces policies and procedures to control and protect the assets of the Kalispel Tribe.
- Attend marketing planning sessions when scheduled and provide input and propose improvements to event development and VIP marketing.
- Displays positive, professional attitude and presentation at all times when communicating with guests and team members.
- Acts as a resource to guest and casino departments, by maintaining a working knowledge of the Casino’s facilities and special events and advising guests of same.
- Promotes the success of the Camas Club, by explaining this marketing tool to guests, issuing membership cards and demonstrating the various methods of use.
- Prepare correspondence, memos, forms reports and other miscellaneous paperwork, as needed.
- Determines and facilitates all requirements to ensure successful player development functions/activities, including but not limited to issuing complementary items or service.
- May be required to assist with the distribution and execution of the casino continuity program.
- Maintains a clean, safe, hazard-free work environment with area of responsibility.
- Can be required to be a panelist for the Internal Review Board Process.
- This job description does not list all of the duties of this position. You may be instructed by management to perform other duties as assigned.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Experience
- 2-5 years of casino host or related service industry experience; or equivalent combination of education and experience.
Skills & Abilities
- Proficient in the use of Microsoft programs and other computer software (player tracking).
- Ability to read and write short memorandums.
- Must have excellent interpersonal skills to effectively work with staff as well as guest.
- Must possess a friendly and professional demeanor, make eye contact while speak, ability to work under stressful situations, and able to cope with many challenges.
- Ability to speak effectively before groups of customers or team members.
- Ability to maintain effective working relationships with all levels of the organization
- Skill in effectively, communicating information through verbal and written correspondence to team members, managers, clients, customers, including writing reports and business correspondence
- Skill in solving practical problems and dealing with situations where only limited standardization exists.
Education
- High School Diploma or GED
- Associate degree (A.A.) or equivalent from two-year college or technical school preferred.
Other Requirements
- Ability to obtain and maintain a WA State Gaming License.
- Ability to obtain and maintain a Tribal Gaming License.
- Ability to obtain and maintain Class III Certification.
- Ability to maintain confidentiality and internal & external guest information.
- Ability to pass Title 31 testing.
- Valid driver’s license.
- Must be willing to work nights, weekends, holidays and flexible hours.
Physical Demands
The physical demands described are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to stand; walk, use hands to finger, handle, or feel. Reach with hands and arms. Talk or hear and taste or smell. The employee is frequently required to climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 40 pounds and occasionally lift and/or move up to 50 to 70 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
Work Environment
The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may be exposed to tobacco smoke, flashing lights, and loud noises as found in a casino setting. The employee is occasionally exposed to moving mechanical parts, repetitive motions, extreme cold or extreme heat. The noise level in the work environment is usually moderate.
Hiring Preference
The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Spouses of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants.
General Sign-off & Disclaimers
The employee is expected to adhere to all company policies.
At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians.
Drug Testing: The Kalispel Tribe of Indians is a drug free workplace. All applicants are subject to drug testing at the time of hire and at unannounced times during employment.
Background Investigation: All candidates and employees may be subject to a background investigation.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
