Regional Casino Host
- Etobicoke, ON
- Permanent
- Temps-plein
- Full benefits package for full-time employees
- Retirement savings plan
- Exciting, supportive and fun work environment
- Family and friends discounts on travel, tech, food, beverage, and fitness
- Development and training opportunities
- 3-5 years of experience as part of a guest relations, casino or hospitality team
- Previous experience within a casino environment is an asset
- Post secondary education in hospitality or a related field is an asset
- Experience working with VIP guests is an asset
- Accepting of change and adaptable to innovation, working towards goals with accountability.
- Ability to engage and build rapport with VIP guests and key stakeholders.
- Demonstrated knowledge of Player Development Metrics, engagement tactics and follow through.
- Excellent communication (verbal and written) and interpersonal skills
- Ability to maintain confidentiality and action sensitive issues with discretion
- Ability to resolve conflicts with tact and discretion in an appropriate, positive and timely manner
- Ability to deal with demanding clientele in a professional manner
- Excellent organizational and time management skills
- Ability to multi-task and work under pressure
- Knowledge of Asian culture and language skills an asset
- Working knowledge of Microsoft Word, Excel, and Outlook
- Ability to travel as required
- Develops and maintains relationships with VIP guests with outreach to declining segments and newly identified VIP members, focused on customer service, loyalty and growing casino business.
- React to trend data to identify and engage emerging member VIPs and prospect additional Player potential in competitive markets through awareness and increased presence.
- Monitors the arrival, stay, and departure of VIP guests to ensure that customer service exceeds expectations and all aspects of the visit are successfully coordinated.
- Maintains a thorough understanding of slot products and table games.
- Reacts accordingly to trends in VIP player segments with tactics to improve performance.
- Attracts, engages, and develops emerging VIP players.
- Responsible for supporting and participating in Hosts and VIP Services activities as required.
- Ensures fiscal responsibility through proformas and proof of concepts maintaining a strong focus on budget and ensuring achievable ROI.
- Ensures customer service objectives remain aligned to company standards by soliciting and communicating feedback from all Stakeholder.
- Drives excellence in VIP program via compliance, retention, guest service and VIP marketing practices.
- Ensures that guests are made to feel comfortable while gaming by using discretion and tact.
- Resolves issues or concerns in a calm, professional and discreet manner. Reviews processes and procedures to ensure issues do not re-occur.
- Reviews and implements processes and procedures on how to handle demanding guests and remove barriers to service to ensure issues do not re-occur and staff are competent in their functions.
- Communicates and maintains current knowledge of products, events, promotions and general information relating to the gaming floor and the property.
- Works in collaboration with team members to ensure accurate Patron data, that all VIP guests have membership cards and understand the benefits of membership.
- Uses good business judgment to issue complimentaries where appropriate.
- Keeps up to date with competitor property player programs, initiatives, and service standards.
- Ensures that the VIP Room(s) are kept in an impeccable condition at all times.
- Adaptable to change in strategy from local site focus to shared province-wide collaborative hosting model.
- Performs other duties as required.
- Casino environment
- Ability to stand and walk for long periods of time
- Must be able to work all shifts, weekends, holidays, and special events as needed
- Travel required: 30-40%