Casino Host

SCOPE OF POSITION :

Responsible for identifying, developing and retaining premium slot and table players, with a strong emphasis on new guest development.  Responsible for developing reports based on player statistics and analyzing data. Responsible for implementing and maintaining the company credit policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

The following is a list of the main duties and responsibilities. However, other duties may be assigned as deemed necessary by management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices.

• Acts as a resource to guests, by maintaining a working knowledge of the company’s facilities and special events.
• Supports the Host Department by responding to basic guest questions, while channeling more complex concern to Executive Hosts.
• Greets guests on casino floor, establishing rapport with them, and providing complimentary amenities, based upon specific casino guidelines for levels of play.
• Promotes the success of the company, by explaining marketing initiatives and procedures to guests, issuing membership cards and demonstrating the various methods of use.
• Resolves guest complaints, referring to the appropriate manager when necessary.
• Assists the Casino with identifying and building new players and maintaining relationships with existing guests.
• Finding VIP guests on the floor to add to their player list, analyze data from VIP players and determine what steps are needed to make guest more profitable so they can be passed to an Executive Host list.
• Builds relationships with guests, by maintaining regular contact via phone call, floor greetings, preparing and mailing birthday and / or anniversary cards, newsletters, and personal notes, whenever possible. Assists guests with reservations for restaurants, hotel, concerts and other VIP events.
• Assists in the preparation of correspondence, memos, forms, reports, and other miscellaneous paperwork, as needed requesting management assistance for approval or guidance when necessary.
• Assists in the operation of the Aurora Lounge promotions and other casino-wide gift giveaways.
• Assists the Executive Hosts in retaining VIP level players, answering incoming calls and assembling outgoing mail and offers
• Monitors VIP guests entering the Aurora Lounge by working at the podium and ensuring VIP guest access.
• Tele-markets the casino to high-end players.
• Records information on new customers, and updates computer files as needed.
• Responsible for helping fill events with VIP guests when needed.
• Offers casino credit to guests and assists them with filling out credit paperwork.
• Compiles guest feedback and informs management of findings on a regular basis.
• Maintains the highest level of confidentiality.
• Responsible for maintaining a consistent, regular attendance record as outlined in the FireKeepers Casino Hotel Attendance Policy.
• Outstanding example of and a credit to FireKeepers Casino Hotel.

MINIMUM REQUIRED QUALIFICATIONS

An applicant’s education, training and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily.  FireKeepers reserves the right to verify the sufficiency of a candidate’s education, training and competencies through the interview process, testing and methods.

The requirements listed below are generally representative of the education, experience, and skills and / or abilities required to enable one to successfully perform the essential duties and responsibilities :

Proficiency in both written and verbal English communication is required.

High School diploma or GED.  One year of casino guest service experience. Must be able to effectively communicate an outcome, and its reasoning, to a guest.  Must be able to carry a conversation and build relationships with guests.  Must be a self-starter, motivated, versatile, responsible and professional.  Must have proficient computer skills in Microsoft Office, Word, and Excel.  Must be at least 21 years of age.

GENERAL OR PREFERRED QUALIFICATIONS

One year Casino Host experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to interpret databases and statistical information in required. Ability to speak effectively before groups of customers or employees of organization as well as represent to the highest level, the business in all public appearances.  Proficiency in both written and verbal English communication is required.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimal, and work with mathematical such as probability and statistical inference. Ability to understand, interpret and discuss statistics.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL & ENVIRONMENTAL DEMANDS :

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Ability to stand on one’s feet for long periods of time is required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, a Team Member is regularly required to talk or to hear. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or feel objects, tools or controls. A Team Member is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work is performed throughout all areas of the facility where the noise level varies from quiet to loud depending upon business.

INDIAN PREFERENCE

Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans. For purposes of this preference, NHBP law defines "Native American" as : (a) an enrolled member of any other federally recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa / Chippewa Indians.

FireKeepers Casino Hotel reserves the right to make changes to the above job description as necessary.