Casino Host

Casino Host

The Casino Host is responsible for developing and maintaining strong guest relationships with high-value players to increase loyalty, frequency of visits, and gaming activity at Morongo Casino Resort & Spa. This position provides personalized guest service and coordinates all aspects of the VIP experience, including reservations, amenities, and promotions. The Casino Host acts as a liaison between the property and the guest, representing the brand with professionalism and enthusiasm.

Essential Duties and Responsibilities:

• Greets and provides superior service to hosted guests both on and off property.
• Establishes and maintains strong relationships with existing and potential VIP players.
• Responds to guest inquiries and service requests, resolving issues promptly and professionally.
• Evaluates player activity using theoretical win and loss data to determine eligibility for complimentary services.
• Coordinates hotel, dining, transportation, spa, golf, and special arrangements for VIP guests.
• Promotes the Morongo Rewards Card and encourages rated play.
• Notifies VIP guests of promotional offers, special events, and casino services through outbound calls, letters, and personal contact.
• Supports the planning and hosting of VIP events, tournaments, and off-site functions.
• Collaborates with hotel, food & beverage, and marketing teams to ensure guest satisfaction.
• Meets assigned goals related to revenue, visitation, reactivation, and acquisition.
• Identifies new VIP opportunities through floor interactions and community engagement.
• Follows up with guests post-visit to maintain relationships and encourage return trips.
• Maintains detailed records of player activity and preferences using CRM tools (e.g., HostViz).
• Stays informed of competitive trends and industry promotions.
• Performs other job-related duties as assigned.

Qualifications:

• Exceptional interpersonal, verbal, and written communication skills.
• Proficient in Microsoft Office and other Windows-based software applications.
• Strong understanding of Player Development and casino marketing operations.
• Must be professional, guest-focused, self-motivated, and organized.
• Ability to multitask, maintain confidentiality, and use discretion in handling guest and company information.
• Experience with player tracking systems such as ACSC and LMS preferred.
• Capable of hosting large or small groups and serving as an emcee for guest-facing events.
• Must be comfortable working independently and collaboratively in a fast-paced environment.

Education and/or Experience:

• High school diploma or equivalent preferred.
• Associate's or Bachelor's degree in Hospitality, Business, Marketing, or a related field is preferred.
• Minimum of 2–4 years of experience in guest services, player development, or a similar hospitality-focused role.
• Proven ability to build and maintain relationships with casino guests to drive loyalty and repeat business.
• Strong understanding of casino promotions, player tracking systems, and loyalty programs.
• Excellent interpersonal and communication skills, with the ability to provide VIP-level service in a high-volume environment.
• Ability to resolve guest concerns professionally and efficiently while promoting a positive experience.
• Prior experience in a casino or resort setting is preferred.

Licenses, Certificates, Registrations:

Must have successfully completed a background check and obtained a gaming license issued by the Morongo Gaming Agency, as required.

Language Skills:

Must be able to read and interpret documents in English, such as instructions, guidelines, policies, and procedures. Must also be able to communicate clearly and effectively with team members, management, and guests.

Physical Demands:

• Communication Skills: Must be able to communicate clearly, confidently, and professionally in person, by phone, and in writing with casino guests, team members, and leadership; responsible for developing guest relationships, resolving concerns, and ensuring a high level of personalized service.
• Lifting and Carrying: Occasionally lifts and carries player gifts, promotional materials, or documentation weighing up to 25 pounds; may assist with event setup or transporting guest amenities.
• Manual Dexterity: Frequently uses hands and fingers to operate computers, mobile devices, and office equipment for guest tracking, issuing comps, preparing itineraries, and managing player communications.
• Mobility: Frequently walks and stands for extended periods while circulating the casino floor, escorting guests, and visiting hospitality and gaming areas; must be able to respond quickly and maintain high visibility during shift.
• Stationary Work: Occasionally remains seated while handling guest correspondence, reviewing player activity, or updating records in a casino management system.
• Tool Operation: Regular use of player tracking systems, CRM platforms, telephones, computers, and mobile applications to manage accounts and guest outreach.
• Visual Acuity: Requires excellent near and distance vision to identify players, review guest data, monitor activity on the casino floor, and maintain awareness of VIP guest presence.
• Working Conditions: Routinely works in high-energy, guest-facing environments including the casino floor and public areas; exposed to loud noise levels, bright lights, large crowds, and a smoking environment throughout the property.

Work Environment:

This is a dynamic, fast-paced environment that requires the ability to adapt and perform under pressure. The casino operates with moderate to loud noise levels and is a smoking environment, requiring team members to work comfortably in these conditions.

Working Hours:

Morongo Casino Resort & Spa operates 24 hours a day, 365 days a year; therefore, flexibility in scheduling is essential. Team members must be available to work shifts that may include evenings, weekends, holidays, and special events. Schedules are subject to change based on business needs and may include overtime, as well as work on both weekdays and weekends.

Equal Employment Opportunity (EEO) and Indian Preference:

Morongo Casino Resort & Spa is an Equal Opportunity Employer and gives hiring preference to qualified Native Americans as allowed by law. We consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, veteran status, or national origin. We provide reasonable accommodations to qualified individuals with disabilities as required by the ADA. If you need help or an accommodation during the hiring process, please contact Human Resources.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.