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Casino Host

2 months ago

Toronto, Ontario, Canada Great Canadian Entertainment Full time
Job Summary

The Casino Host - VIP Experience Specialist is responsible for providing exceptional customer service to high-end casino players, fostering loyalty, and driving revenue growth. This role requires a dynamic and energetic leader who can build strong relationships with guests, team members, and stakeholders.

Key Responsibilities
  • Provide personalized service to Premium Mass players, including proactive approach and check-ins on the gaming floor.
  • Develop and maintain relationships with high-net-worth individuals, ensuring attentive and non-invasive service.
  • Exercise discretion to offer complimentary incentives and rewards to exceed guest expectations.
  • Assist with arranging customer requests, such as show tickets, dinner reservations, and transportation.
  • Meet and achieve departmental goals, including production, comps, and customer interactions.
  • Collaborate with Operations Management to analyze guest play and identify potential VIP players.
  • Utilize CRM tools to track guest activity and make sound decisions on awarding complimentary products and services.
Requirements
  • High School diploma; Post-secondary education in commerce, marketing, hospitality, public relations, or management an asset.
  • Minimum 2 years of marketing experience in sales/sales management, marketing experience, loyalty program experience.
  • 2 years experience in a gaming environment preferred.
  • Available to work in a 24/7/365-day environment.
  • Proficient in Microsoft Office software, including Word, Excel, PowerPoint, Outlook, and Explorer.
  • Read and understand command of English language in order to communicate with guests and co-workers.
  • Ability to serve as a dynamic and energetic leader while fostering teamwork, employee morale, motivation, and open communication.
  • Relies on experience and judgment to plan and accomplish goals.
  • Dedicated to exemplary customer service.
  • Outgoing, approachable, well-mannered, friendly, and professional image and demeanor.
  • Capable of maintaining a positive working environment where each employee performs as part of a team.
  • Ability to work independently and under pressure in a fast-paced environment and able to cope with many challenges.
  • Ability to understand and utilize player tracking software programs.
  • Ability to speak multilingual is considered an asset.
  • Ability to exceed internal and external guest expectations through timely, effective, and service-oriented communication.
  • Ability to maintain effective working relationships with all levels of the organization.
  • Ability to be flexible, employ a sense of urgency, quickly adjust plans, and execute to meet changing or immediate marketing opportunities.
  • Ability to identify and carry out actions to achieve goals while considering possible risks to effectively develop long and short-range company objectives.
  • Ability to obtain registration as a Category 2 Gaming Assistant with the Alcohol and Gaming Commission of Ontario.