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

1. Develop and maintain relationships with the casinos top guests providing dedicated personal service around the clock.
2. Develop and manage an active book of assigned rated players (Tiers 3-4)
3. Increase guest familiarity with the brand and establish loyalty through proper service and play reinvestment.
4. 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.
5. Collect and relay information on potential new guests.
6. 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.
7. Assist guests with questions and special requests for maximum convenience and comfort.
8. Communicate promotion details to property teams and guests; distribute guidelines and promotional materials.
9. Collaborate with marketing hotel F&B and other departments to ensure guest satisfaction.
10. Conduct outbound calls to drive return visits and build relationships.
11. Work on the floor to greet players resolve issues and increase carded play.
12. Work flexible hours including nights holidays and weekends.
13. Support marketing in coordinating and executing special functions (events promotions VIP activities tournaments).
14. Participate in telemarketing to invite guests and collect feedback.
15. Operate on the casino floor and players club booth handling member enrollment questions offers and general guest services.
16. Pay out promotional prizes as necessary.
17. 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

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 STRCs 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 others 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.