H6540 CASINO HOST JR IMG

Position Title:  Jr Casino Host

Reports To:  Executive Casino Host

Supervises:  N/A

Summary of Position

The Jr Casino Host Program is dedicated to developing and retaining the patronage of the Resort’s top 2,000 gaming customers. Each Host that is assigned approximately 350 accounts for which they are responsible for maximizing profitability, securing repeat visitation and reducing attrition due to competition or breakdowns in guest satisfaction.

Key Responsibilities and Performance/Behaviors

• Ability

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.

• Performance

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; “Do it right the first time.”
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.

• Behavior

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.

• Service

• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team’s service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.

• Professionalism

• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.

• Attendance

• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.
• Required to work all Marketing Special Events and Concerts.

• Communication

• Provides information others need to succeed, in time for them to use it.
• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all guest complaints and compliments to Supervisor or Manager.
• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.

• Team Work

• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.

1. Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:

• Maintain meaningful business relationships with approximately 350 assigned player accounts; by contacting VIA phone, e-mail, or while on property, regarding their stay, upcoming events, and future visits to the Inn of the Mountain Gods.
• Concentrates work efforts during mid-week and non-event periods through telemarketing and written correspondence by e-mail or regular mail, with their hosted players.
• Secure future player trips through booking participation in special events, Promotions, as well as recognizing special occasions with what are important to their assigned hosted players.
• Uses the player tracking system to manage and record patron information to support regular contact and profit enhancement efforts. (booking future stays with the resort)
• Uses the player tracking system to manage assigned hosted players as well as looking for potential “new” hosted players that are almost to the level of being hosted.
• Maintains constant communication with casino and slot operations personnel to enhance the guest service experience.
• Maximize the profitability of each guest assigned to them.
• Assist in promotion and planning special events and promotions.
• Assist customers with any questions and requests, checks cashing privileges, information on games, reservations for dinning and events.
• Works to resolve customer relations problems.
• Adheres to all regulatory, departmental and casino policies and procedures, and to the casino internal control structure.

1. Supervisory Responsibilities
2. Education and/or Experience Requirements

      Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.

• High School Diploma or GED required, Five year experience as a Casino Host; Preferable fluent in both Spanish and English; Must be able to obtain and maintain a gaming license; Mescalero Apache Tribal preference; Bicultural experienced; Must have prior experience in a casino players club; Perform other duties described in compliance with local laws and gaming regulations; Must be able to use a computer and use the following programs; Microsoft Word, Excel and Casino Player Tracking System; Must have excellent phone skills and know how to run a fax and copier machine; Must be outgoing, enjoy working with the public and fellow team members

1. Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.

1. Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.