What are the responsibilities and job description for the EXECUTIVE CASINO HOST position at Plaza Hotel & Casino LLC?
Description
POSITION SUMMARY: The Executive Casino Host is responsible for establishing and developing relationships with identified VIP guests and leveraging expertise and amenities to drive incremental revenue. All duties are performed in accordance with department and property policies, practices and procedures.
Top 5 Specific Job Functions:
- Manages guest requests and own all complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction, with a focus on building long, lasting relationships
- Manages guest reservations by using LMS and other gaming systems
- Exercises discretion and independent judgment when evaluating guest activity, frequency of stay and total spend, in order to determine guest incentives like comps, upgrades, room revisions and special rates for current and future reservations
- Develops collaborative relationships and synergy with all support departments such as Casino Operations, Sales & Catering, Facilities, Security, Housekeeping, Front Desk, Front Office, F&B and Executive Offices
- Provides strategic input into the creation and execute department’s strategic plans to grow revenue streams
Other Specific Job Functions:
- Provides strategic input into the development of marketing plans in order to create new and further cultivate guest relationships in order to grow the database and increase client levels including hosting and managing the coordination of special events for existing, inactive and potential guests
- Provides strategic input into ways to further enrich the guest experience and offer unique guest experiences aligned with the brand attributes
- Stays abreast of property and departmental goals
- Generates calls to qualifying guests and achieves the conversion percentage goal for future reservations
- Corrects or modifies systems and structures that create problems or impede commitment to excellence in service
- Reviews received guest surveys and addresses possible departmental/service opportunities for improvement
- Supports departmental strategies for guest service, team cooperation, financial responsibility and asset management
- Supports a culture of integrity, teamwork, and respect to ensure the long-term continued growth and profitability of the department
- Maintains a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction
- Other related job duties as necessary
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
Requirements
Required:
- Must be at least 21 years of age
- Excellent customer service skills, with sales experience
- Have interpersonal skills to deal effectively with all business contacts
- Professional appearance and demeanor
- Work varied shifts, including weekends and holidays
- High School diploma or equivalent
- Working knowledge of Microsoft Office (Word, Excel, Outlook and PowerPoint)
- Able to effectively communicate in English, in both written and oral forms
- Strong verbal and written communication skills
Preferred:
- Working knowledge of LMS, and ATI
- Bachelor’s degree in related field
- Experience working in a similar resort setting
CERTIFICATES, LICENSES, REGISTRATIONS:
- Gaming Registration
- Alcohol Awareness Card
WORK SCHEDULE/HOURS:
- Varies
Plaza is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Plaza will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
