Casino Host - Domestic Market in Bristol

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members to stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our full list of Team Member Benefits please visit our career site.

Job Description:

POSITION SUMMARY: The incumbent in this position is responsible for developing and coordinating programs to attract and host mid- to high-limit players to ensure guest satisfaction and repeat visits. The incumbent is also responsible for developing and establishing relationships with Hard Rock Bristol midrange gaming guests in order to encourage return visits and create guest loyalty. The position is called upon to interact frequently with mid- to high limit guests and make decisions regarding extensions of complimentary services and/or goods.

ESSENTIAL FUNCTIONS:

• Maintains and establishes relationships with premium-valued gaming guests and promotes property to potential high-worth customers in order to increase trip frequency.
• Grows customer share and increases gaming revenues from both slot and table customers.
• Addresses all issues, concerns, and complaints of premium guests on a timely basis.
• Prioritises sales activities to maintain effective balance among loyalty building, prospecting, and event sales.
• Aggressively fills special events to ensure highest theoretical attendance and maximum return on investment.
• Generates incremental business and stimulates additional trips from loyal, premium customers via floor sales, written communication, and telemarketing.
• Attends marketing planning sessions, providing input, and proposing improvements to event development and VIP marketing.
• Assists with the development and execution of special events that promote or stimulate revenue growth.
• Conducts telemarketing to targeted customers; invites them to the property or to special events.
• Must attain goals to meet company objectives.
• Must maintain accurate knowledge of marketing promotions and special events and maintains a high level of visibility on the casino floor.
• Communicates details of marketing programs, promotions, and campaigns to premium guests.
• Pursues new player’s club membership from premium guests on property.
• Elicits credit play.
• Attends and hosts VIP events on and off property as assigned.
• Anticipates needs of premium guests, providing complimentary amenities consistent with company guidelines and reinvestment parameters.
• Utilises and develops a variety of special services and comping options to increase interest and stay over.
• Respects guest confidentiality, maintaining integrity while comping and providing credit.
• Records and reports on personal sales activity and results against established benchmarks.
• Must be available outside of regularly scheduled hours to handle player requests via phone/email.
• Displays positive and professional attitude and presentation at all times when communicating with guests.
• Maintains strong relations with VIP services and outside vendors to ensure that all complimentary interfacing and expenses are accurate and consistent with agreed upon arrangements.
• Performs all other duties as assigned.
• Adheres to all Virginia Gaming Regulations.
• Attends seminars when needed.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS: Bachelor’s in Business, Marketing or related field or 3-5 years host experience or previous gaming experience dealing with high Asian clientele preferred; or an equivalent combination of education and/or work experience. Prior experience in the Gaming industry required.

ADDITIONAL REQUIREMENTS:

• Must obtain and maintain all licenses / certifications per Federal, State, and Virginia Lottery.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Bilingual in English and one Asian language (e.g. Cantonese, Mandarin, Vietnamese, etc.) preferred.
• Must be twenty-one (21) years of age.
• Must be able to work holidays and weekends, as well as flexible shifts.
• Prior experience opening new properties/outlets strongly preferred.

KNOWLEDGE OF:

• Understanding of and experience in the property’s regional gaming market.
• Operations, services and activities of a comprehensive marketing and database programs.
• The Gaming industry, including principles and practices of a capital and operations budget.
• Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
• Pertinent federal, state, and local laws, codes, and regulations.

ABILITY TO:

• Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Routinely go above and beyond in the accomplishment of position responsibilities to play a role in the achievement of organizational goals.
• Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Communicate clearly and concisely, both orally and in writing.
• Analyse marketing and promotions data.
• Be a strategic, analytical, ethical, and effective motivator.
• Operate various types of office equipment.
• Establish and maintain effective working relationships with those contacted during work.
• Be flexible to work varying shifts and time schedules as needed.
• This position spends time on the Casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.