• Executive Casino Host

    Location US-MO-Riverside
    Posted Date 1 month ago(8/22/2019 7:16 PM)
    Job ID
    2019-66601
    Casino Property
    Argosy Casino Riverside
    Position Type
    Regular Full-Time
  • Overview

     

     

    Don’t just work. Work Happy.

     

    A career in gaming? At Argosy Casino Riverside we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.

     

    An individual could be successful if they possess the following.

    Your daily responsibilities include

    SUMMARY

    The Executive Casino Host position is responsible for developing and maintaining valuable relationships with VIP players through marketing measures and exceptional customer service skills. In addition, this position is responsible for helping train, develop, educate, and evaluate the Casino Host team.

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    The following and other duties may be assigned as necessary: 

    • Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
    • Develops relationship with VIP players to grow VIP player base and increase Company revenues by assuring customer retention and repeat business.
    • Attracts and manages VIP customers through weekly telemarketing and in person contact on the casino floor.
    • Devotes significant time to being visible and available on the casino floor in order to meet and greet VIP guests during individual visits as well during special events.
    • Complete daily and weekly schedules for Casino Host personnel.
    • Help interview, select and train new team members.
    • Review, adjust and administer working schedules of team members.
    • Supervise and lead the work processes or procedures of team members.
    • Conduct individual or group pre-shift meetings with team members and provide daily positive feedback.
    • Understand and adhere to disciplinary policies including but not limited to counseling team members and the use of progressive discipline. Address and manage complaints, grievances or concerns from team members.
    • Effectively use, administer and manage rewards and recognition for front line team members.
    • Review the performance, productivity and efficiency of team members including but not limited to periodic evaluations.
    • Develop, maintain and lead training programs.
    • Supervise and manage attendance and time records of team members.
    • Effectively supervise departmental expenses.
    • Must adhere to regulatory, department and company policies.
    • Resolves VIP guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
    • Makes decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability.
    • Helps achieve departmental sales and growth goals of team.
    • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. 
    • Assists in planning and executing special events and programs to stimulate revenue growth, improve operational costs and enhance customer service levels. 
    • Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks.  Completes all Sales Force task requirements in a timely manner. 
    • Develops and maintains technical skills to maximize use of patron data systems.
    • Establishes a direct line of communication with all service departments for the purpose of caring for high value players.
    • Monitors patron activity and profitability of all assigned VIP players.
    • Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
    • Provides assistance at special events as needed.
    • Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow hosts.
    • Provides professional representation on behalf of the Company at internal and external meetings and events.
    • Ensures interactions with internal and external guests follow the guidelines of customer service program.
    • Adheres to all Corporate and local policies, procedures, and operating guidelines.
    • Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.

    To be successful in this position it will require the following skill set

    QUALIFICATION REQUIREMENTS  

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

    • Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) years customer service experience and/or training; or equivalent combination of education and experience.
    • Must have a minimum of three (3) years Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games. 
    • One (1) year of hosting experience with adequate customer following preferred.
    • Must have intermediate computer knowledge; MS Office (Word, Excel, and Outlook), Sales Force (CMS); ACSC preferred.
    • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. 
    • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
    • Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
    • Must be able to maintain confidentiality and a high level of professionalism at all times.      
    • Must have the ability to write reports and business correspondence.
    • Must possess excellent oral and written communication skills.
    • Must have the ability to identify problems, collect data, analyze, and draw valid conclusions.
    • Must have the ability to interpret a variety of instructions (i.e., written, oral, etc.).

    SUPERVISORY RESPONSIBILITIES                                                    

    This job does have supervisory responsibilities.

     

    LANGUAGE SKILLS

    Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.

     

    REASONING ABILITY

    Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

     

    CERTIFICATES, LICENSES, REGISTRATIONS

    Employee must be able to qualify for licenses and permits required by federal, state and local regulations.

     

    Must successfully complete TIPS training.

     

    Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier.

     

    PHYSICAL DEMANDS 

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions 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 and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

     

    The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

     

    WORK ENVIRONMENT

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud.

     

    Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.

    Something to leave you with

    Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.

     

    Now that you have read about who we are, here is your opportunity to see what we're about!

     

       

     

    Equal Opportunity Employer

     

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