Casino Host Manager

CASINO HOST MANAGERSALARIED POSITION: $95,680.00/YR (DOE)Must be flexible to work Day, Swing, Overnights including weekends and holidaysPURPOSE:Under the direction of the Marketing Operations Manager, the Casino Host Manager is responsible for the day-to-day leadership, coaching, and performance management of the Casino Host team, including Casino Hosts and VIP Representatives. This position supports the execution of approved Player Development and VIP strategies by driving hosted player revenue, strengthening VIP guest relationships, maintaining guest contact standards, supporting VIP event execution, overseeing VIP Representative service support functions, and ensuring an exceptional arrival, hosting, service recovery, and departure experience for hosted guests. The Casino Host Manager will track and analyze hosted player performance, guest outreach activity, VIP Representative service metrics, and VIP event results, providing recommendations to leadership to support continued revenue growth, guest loyalty, and service excellence. This position is an integral part of Naskila Casino’s commitment to creating an Exceptional Entertainment Experience.SUPERVISORY SCOPE:This position directly supervises:PositionCasino HostsVIP RepresentativesESSENTIAL JOB DUTIES/RESPONSIBILITIES:Support the execution of approved VIP policies, Player Development strategies, procedures, and performance standards as directed by the Marketing Operations Manager and senior Marketing leadership.Lead, coach, and manage the Casino Host team in accordance with approved policies, procedures, and performance standards.Oversee VIP Representatives assigned to support the Casino Host team, including guest assistance, VIP Lounge operations, event support, player follow-up, and service coordination.Foster a culture of exceptional guest service, accountability, and continuous improvement.Provide ongoing coaching, training, and professional development opportunities for Casino Hosts and VIP Representatives.Support annual gaming revenue growth by developing relationships with existing premium players and acquiring new players consistent with property goals.Develop, implement, and monitor performance standards and goals for Casino Hosts and VIP Representatives, including guest outreach, communication quality, hosted player growth, VIP service expectations, service recovery, and revenue contribution, while providing coaching and direction to support achievement of established objectives.Coordinate and execute approved VIP events, promotions, tournaments, on-site and off-site hosted guest experiences, and other Player Development activities in collaboration with Marketing and other operational departments.Provide feedback and make recommendations on VIP campaigns, promotions, and hosted guest experiences based on guest response, host observations, and measurable performance results.Develop, manage, and monitor the Player Development budget in coordination with the Marketing Operations Manager, ensuring expenditures align with approved objectives and budget guidelines.Collaborate with the Financial Analyst and Marketing Operations Manager to support pro-forma and post-analyses of VIP promotions and events, and provide recommendations based on guest engagement and performance results.Coordinate the operational execution of approved VIP promotions with the Promotions team under the direction of the Marketing Operations Manager, ensuring a seamless guest experience.Monitor guest feedback and identify opportunities to improve guest satisfaction, loyalty, and retention.Participate in VIP special events and monitor competitive market activity to identify opportunities for improved player engagement and revenue growth.Manage difficult situations in a calm, professional, and prudent manner.Ensure the VIP Lounge is stocked and staffed accordingly.Ensure jackpot winners above the established threshold are greeted, congratulated, and offered the opportunity to participate in winner photos, with all required documentation completed.Ensure the Casino Host team proactively maintains guest loyalty and increases visitation through strategic guest contact and relationship management efforts.Ensure the Casino Host team maintains accurate and up-to-date guest contact records to support relationship management and player development initiatives.Ensure the Casino Host team is trained to effectively address and resolve guest concerns and service recovery opportunities to support guest retention and loyalty.Lead by example in providing accurate, timely, and courteous service to guests and co-workers while ensuring the Casino Host team meets the same standards.Provide direction to the Casino Host team by utilizing player analytics and reporting tools to identify guest trends, changes in player activity, and opportunities for targeted outreach.Lead reactivation efforts for inactive players and support the Casino Host team in strengthening relationships with VIP guests to increase visitation, loyalty, and revenue.Ensure the Casino Host team maintains strict confidentiality of player information, including but not limited to personal information, contact information, level of play, win/loss history, and visit frequency.Maintain a thorough knowledge of and compliance with all departmental and company policies, procedures, and standards.Other duties as assigned.REQUIREMENTS:Education and Experience:High school diploma or GED equivalent.Associate degree or two (2) years of post-secondary education.Minimum of five (5) years of experience in Casino Marketing, Player Development, Casino Host Operations, guest service, account management, or a related hospitality environment.Minimum of five (5) years of experience in a fast-paced, sales-driven environment with a proven track record of building relationships, increasing guest loyalty, and driving revenue growth.Previous leadership or supervisory experience is required.A combination of education, experience, and training may be considered in lieu of the stated requirements.Skills and Abilities:Excellent leadership, interpersonal communication, guest service, and problem-solving skills, with the ability to build effective relationships with guests, team members, and vendors.Demonstrated leadership skills with the ability to mentor, coach, motivate, develop, and hold team members accountable for performance standards and goals.Ability to perform effectively in a fast-paced, high-volume environment while managing frequent interruptions and shifting priorities.Proficient in Microsoft Office applications for reporting, analysis, budgeting, and data management.Ability to work independently with minimal supervision while effectively managing multiple priorities, making sound decisions, and performing in a fast-paced, high-pressure environment.Self-motivated with a strong sense of accountability, adaptability, and ownership; capable of effectively communicating and supporting organizational change initiatives.Proven ability to attract, retain, and grow premium player relationships through an understanding of guest preferences, market trends, and player behavior.Demonstrated professionalism, integrity, discretion, and commitment to fostering a collaborative team environment.Experience utilizing customer relationship management (CRM) or player tracking systems.Ability to maintain a professional appearance and demeanor while demonstrating enthusiasm, confidence, and a commitment to delivering an Exceptional Entertainment Experience.Experience utilizing customer relationship management (CRM) or player tracking systems.PREFERRED:Education and Experience:Bachelor’s degree in Business, Marketing, Hospitality, or a related field preferred.Bilingual skills preferred.REQUIRED TRAINING:New Team Member OrientationTeam Member Policy HandbookDepartment Policy HandbookGuest Service StandardsAny position related training deemed necessary by Department ManagerCONDITIONS OF EMPLOYMENT:Must possess sensitivity to the Native American culture.Must be a minimum of 18 years of age.Must be able to obtain and maintain a Gaming License.Must comply with all Naskila Casino Policies.Must successfully complete an Introductory Period.Must be able to communicate and interact with Guests, fellow Team Members, and Management in a professional and courteous manner.Must follow all Safety Rules and Regulations.Must adhere to Dress Code and Appearance Policies.Must maintain and wear uniform provided by Naskila Casino, if applicable.Practice good personal hygiene.Must be willing to work all shifts, weekends, and holidays as deemed necessary by the Department Manager.GUEST SERVICE EXPECTATIONS:In support of our Brand Promise all Team Members will be expected to provide an Exceptional Entertainment Experience. Team Members will specifically:Delight Our GuestsPay Attention to DetailsHelp Other Team Members Succeed #J-18808-Ljbffr Naskila Casino