Retention Host

Lake Of The Torches Resort Casino Host

The primary responsibility of this position is to function as the concierge of the Lake of the Torches Resort Casino providing exceptional customer service to guests and promote positive guest relations following all property service initiatives.

Duties and responsibilities include:

• Acknowledges, greets guests and responds to guest requests, provides information and assists guests in a timely manner.
• Assists in providing complimentary amenities to Players Club Premier members and other high action players.
• Keeps Players Club Premier members informed of their point status and makes members aware of other Players Club Premier benefits.
• Actively sells and explains the benefits of being a Players Club member and enrolls guests in the Players Club Program.
• Must maintain monthly contact with their Hosted players via email, letters or phone calls to promote upcoming events and increase trips to the facility.
• Will receive daily and monthly goals within the Host software program to increase their player's revenue over previous numbers as well as other daily and monthly goals.
• Is assigned a large majority of Premier players to ensure that their needs are being taken care of and regular contact is being maintained.
• Works mainly out of the Executive Lounge to be able to meet with their players.
• Assists Players Club Premier members in purchasing tickets for casino sponsored events, makes hotel reservations and performs other activities on behalf of Players Club Premier members.
• Resolves guest issues or concerns, facilitates satisfactory outcomes and notifies the Lead Casino Host and Player Development Manager of the issue and results.
• Assists with internal department needs, as requested.
• Notifies manager, supervisor or facility administrator of situations that may affect guests or associates or the Lake of the Torches Resort Casino.
• Works within a team environment, where productive communication is critical.
• Performs other duties as assigned.

Supervisory responsibilities are none. Supervision received is under the direct supervision of the Lead Casino Host, checking with the Lead Casino Host frequently for directions or questions.

Position relationships include frequent contact with Marketing, Player Services, Slots, Table Games, Players Club, Hotel, Security and Administration associates, and extensive contact with guests and visitors.

Education: A High School education or equivalent is required.

Experience: Previous experience as a Host and/or experience in a customer service or a sales environment are required for this position. Must have computer experience in Excel, Microsoft Word and Outlook as well as familiarity with mobile devices. Previous experience with a casino player tracking system and/or Host software program is a plus.

Knowledge, skills and abilities must possess excellent interpersonal, oral and written communication skills and exceptional customer service skills, which include the ability to approach and initiate conversation and have dialog with guests, both internally and externally of the property. A strong familiarity with PC's and related software is required. Must be able to manage and maintain confidential and sensitive information with diplomacy and tact. Must be able to follow all Internal and Property control policies and procedures and be able to maintain a professional demeanor in stressful situations as necessary.

Working environment includes work conditions performed on the gaming floor, along with some duties within an office environment with exposure to differentials in temperature. Exposure to hazards may include spills, wet floors or guest behaviors creating undesirable conditions. Will be exposed to 2nd hand smoke on a daily basis. Physical requirements include continual walking, bending, standing, sitting and lifting. Casino Hosts must be able to be out on the casino floor for an extended amount of time on a regular basis.

License requirements must be able to be licensed by the Lac du Flambeau Tribal Gaming Commission.

Behaviors require the Casino Host to perform in both a professional and personable manner within the Casino as well as when out in the community. Respect and consideration given to the dignity of each guest, visitor and fellow employee is a requisite of successful job performance.

Other requirements include the ability to work irregular hours, weekends, and holidays. Must attend all mandatory meetings and participate in departmental training and development sessions.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by an individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills. Management reserves the right to revise the position description and to require that other tasks be performed if or when the position changes.