Guest Relations Ambassador
2 months ago
As a Guest Relations Host at Casino Ajax, you will be responsible for fostering a safe and welcoming work environment for all team members. Your primary objective will be to assist with the management of player development and retention. You will work closely with the Player Development Manager to plan and execute player development programs, ensuring adherence to all policies and procedures. Your role will require you to motivate and lead by example, establishing yourself as a leader in the gaming industry.
Key Accountabilities:
• Execute player development and retention strategic plans as directed by the Player Development Manager
• Provide complimentary incentives to players that exceed their expectations, exercising discretion when necessary
• Be responsible for the player selection, invitation, and hosting for off-site events, such as sporting events, recreational activities, dinners, and group travel
• Develop and cultivate strong working relationships with all stakeholders, including guests and team members
• Ensure compliance with Internal Controls, Regulations, and GCGC Casino Policies & Procedures
• Partner and coordinate with other departments to ensure total guest satisfaction
• Display a positive, professional attitude and presentation at all times when communicating with external and internal customers, adhering to our GEM customer service standards
• Provide resolution to guest and operational issues in a calm, professional, and prudent manner
• Develop relationships with VIP customer base through weekly telemarketing and in-person contact on the gaming floor
• Telemarketing assignments of new, declining, and inactive customers by mail/phone and the analysis and accounting for reporting results to these efforts
• Devote significant time being visible and available on the gaming floors to meet and greet guests during individual visits as well as during special events
• Monitor player gaming activity through computerized gaming software systems
• Assist in planning, executing, and hosting player parties, promotions, special events, and tournaments
• Ability to prioritize, organize, and complete multiple activities in a high-pressure environment
• Available and willing to work any changes in hours deemed necessary for business levels
Requirements:
• High School diploma; Post-secondary education in commerce, marketing, hospitality, public relations, or management an asset or suitable combination of continuing education and strong experience considered
• Minimum 3 years of marketing experience in sales/sales management; marketing experience, loyalty program experience
• 3 years supervisory experience, in a gaming environment preferred
• 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
• 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 be flexible, employ a sense of urgency, quickly adjust plans, and execute to meet changing or immediate marketing opportunities
• Skill of developing and maintaining positive relationships with external and internal customers
• Skill in preparing written material such as correspondence, reports, and proposals to meet purpose and audience
• Ability to obtain registration as a Category 2 Gaming Assistant with the Alcohol and Gaming Commission of Ontario
What We Offer:
Candidates must be ready and willing to work a flexible schedule, including evenings, weekends, holidays, and overnights. The hours of work will be based on operational needs.
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