CASINO HOST

Casino Host

The Casino Host is responsible for driving business revenue by cultivating and developing VIP customers through personalized service. Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities:

• Identifies and cultivates premium slot and table game players by developing strong business relationships with high-end patrons
• Maintains a book of VIP patrons, analyzing business data and drives incremental visits
• Serves as the company ambassador in daily operations, events and promotions
• Balances administrative work while maintaining a high level of visibility throughout the facility
• Greets and services all patrons with exceptional customer service
• Ability to deescalate volatile situations
• Tracks patron visits to understand customer behavior
• Arranges transportation, hotel, golf, spa, etc. within established guidelines to drive business with VIP patrons
• Coordinates and manages the processing of comp authorizations and daily resort point transactions with less than 1% exception rate
• Has expertise in all manners of communication to maintain and grow the business
• Promotes Peak Rewards registration and membership towards high-limit gaming patrons
• May be asked to travel to various markets or events to cultivate new potential high-end patrons
• Assists with casino promotions and events as requested
• Keeps informed of competitive promotional methods and strategies
• Meets or exceeds productivity goals as set forth by the Player Development Manager
• Handles other duties and assignments as directed by the Player Development Manager
• Responsible for daily hotel comp voucher process
• Must be able to meet the attendance guidelines of the departmental needs and adhere to departmental and company policies
• Able to maintain strict confidentiality
• Embraces patrons in a positive, authentic and real manner
• Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia.

Additional Responsibilities:

• Performs other job-related duties as assigned.
• A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.
• Team members in this capacity:
• Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.
• Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur.
• Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered.
• Builds relationships with guests based upon, respect, and confidence while maintaining a friendly, and approachable demeanor.

Key Performance Indicators:

This position has Key Performance Indicators (KPI's) identified as a measurement of success. KPI's will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI's as part of the performance review process.

Knowledge, Skills, and Abilities:

• Must possess excellent interpersonal, communication, team-building and problem-solving skills.
• Must have excellent verbal and communication skills.
• Must be resourceful and highly motivated in seeking out new opportunities.
• Must be able to work effectively across all departments.
• Must present a well-groomed, professional appearance. Business attire, i.e. suit jacket with coordinating slacks or skirt.
• Must have excellent customer service skills.
• Ability to operate Windows operating system and Office Software, including e-mail.

Education and Experience:

• Required: High School Diploma or GED certification. Two (2) years casino or outside sales experience. Must be at least 21 years of age.
• Preferred: College degree. Bilingual Spanish/English.
• Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.

License/Certifications/Registrations:

• Must possess and maintain a valid, unrestricted New Mexico Driver's License.
• Must be able to obtain and maintain the required STGC Gaming License.
• Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions:

The following selected physical activities are required to perform the essential functions of this position:

• Hearing - Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Kneeling - Bending legs at knee to come to a rest on knee or knees.
• Lifting - Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
• Pulling - Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.
• Pushing - Using upper extremities to press against something with steady force to thrust forward, downward, or outward.
• Reaching - Extending hand(s) and arm(s) in any direction.
• Seeing - The ability to perceive the nature of objects by the eye.
• Walking - Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.
• Sitting - Particularly for sustained periods of time.
• Standing - Particularly for sustained periods of time.
• Stooping - Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
• Talking - Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Working Conditions Required: - Work is performed indoors. Must be willing to work any shift and any day when necessary. Must be able to work extended hours during special events, including limited overnight travel. Work hours subject to change with overtime work required. Subject to hazards which may cause personal bodily harm; smoke; diseases; cuts bruises, burns, common cold, influenza, dust, odors and elevated noise levels. Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces. Duties may involve walking, standing for long periods of time, sitting and crouching. Specific required movements include the following: Trunk – bend, twist, rotate, push, pull, carry. Arms – reach, carry, lift, twist, and rotate. Legs – lift, push, pull, twist, and rotate. Hands – grasp, manipulate, bilateral coordination, overall and finger dexterity Hand and eye coordination.