Casino Host at Odawa Casino Resort in Petoskey, MI

Odawa Casino Resort

Job Posting

Job Title:Casino Host

Reports To:Player Development Manager

Department:Player Development

Minimum Pay Rate:$19.00 per hour

Job Code:CSHOST

Pay Grade:SLOTS5

Date Written:07/05/2012

Last Update:03/13/2024

Job Summary: Meet players and develop loyalty by building relationships with targeted guests.

Primary Duties & Responsibilities:

• Maintain knowledge of all events by reviewing all available information in order to provide guests with accurate information, answer questions, handle special requests, and assist the guests ensuring complete satisfaction.
• Provide guest service for the VIP segment of players to promote the casino, customer loyalty, repeat visits and an increase in revenue.
• Recognize and greet frequent guests.
• Conducts oneself in a positive and professional manner, acting as a role model for all Team Members.
• Make appropriate decisions about service recovery based on a customer’s play, comp availability and customer profitability.
• Provide consistent, prompt and courteous guest service at all times under any conditions.
• Ensure that the strictest of confidentiality is maintained at all times (including business plans/strategies and player’s club member information).
• Promote the Player’s Club to guests not enrolled or not playing with their card, capturing all relevant and useful information, i.e. mailing address, phone numbers, email address, etc.
• Meet and congratulate jackpot winners and work to keep them in house as long as possible, utilizing venues and comps as appropriate.
• Monitor slot floor/pit for potential high worth players.
• Attend and assist with special events/promotions on and off site.
• Manage relationship marketing and player development strategies using defined objectives, tactics, and on-going performance assessments.
• Build relationships with players through personal communications including phone calls, letters, emails, text, etc.
• Build relationships with high worth guests to develop play and increase loyalty.
• Fill special events by calling invited players.
• Utilize hotel rooms, restaurants, promotions, events and other venues to book additional trips.
• Balance guest comps against sound business practices and company’s financial goals.
• Maintain adequate communication regarding work related activities, guest needs and issues affecting the host process.
• Communicate any problem to management using the chain of command in a timely manner.
• Communicate to management any unusual or extreme player patterns or activity.
• Meet and exceed quarterly goals as established by management.
• Support Players Club staff by providing a leadership example, offering back up assistance, as needed.
• Maintain a coded list of players.
• Work on assignments that are complex in nature while exercising sound judgment in problem resolution and actively participates in making recommendations.
• Attend all meetings as required.
• Complete all required training satisfactorily.
• Maintain the highest level of confidentiality at all times.
• Work at other properties as needed.
• Perform all other duties as assigned within the scope of the position.

System Access: Konami, Oracle, Agilysys VisualOne, and Forms Database

Upholds Odawa Casino Mission statement in all aspects of position:

Mission:

We create excitement and memories.

Values:

We create a culture that provides:

1. A fun, rewarding, safe, and consistent environment for our Team Members.
2. A warm reception, welcoming environment, and friendly atmosphere.
3. An optimal entertainment experience through exceptional service.
4. Support for the Waganakising Odawak values through Wisdom, Love, Respect, Bravery, Honesty, Humility, and Truth.
5. A contribution and connection to the community.

Preference: Applies to Native Americans in accordance with applicable tribal law.

Minimum Qualifications:

• Must have a high school diploma or equivalent and four (4) years of hospitality, sales or casino guest service experience.
• Must read, write and speak English fluently.
• Must have basic math skills.
• Must have excellent communication skills.
• Must have good computer skills, experience using Microsoft Office products or related software and ability to quickly learn specialized software programs.
• A dynamic and outgoing personality is required.
• Good organizational and communication skills, both verbal and written.
• Must be able to handle busy and stressful situations.
• Must be tactful and have excellent guest service skills.
• Will require significant standing and speaking.
• Must be flexible with shifts and days off with the ability to work overtime, weekends, holidays, special events, etc., as needed.
• Must be able to work independently with little or no supervision and exercise good judgment in handling a variety of situations.
• You may be required to pass a skills assessment test to determine if you meet the minimum qualifications of the position.
• Exposure to a smoke-filled environment with loud and continual noise levels.
• Must be able to obtain a gaming license in accordance to the regulations established by the LTBB Gaming Regulatory Commission and be able to serve in the position under any other applicable law.