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About the Role
The Casino Host, Player Development is responsible for providing enhanced customer service to current and new Premium Mass casino players. This role drives ultimate experiences and personalized service levels to enhance guest loyalty, aligning with Great Canadian Gaming's mission to be the leading gaming, entertainment, and hospitality provider in Canada. The position ensures all Player Development events are executed with care and align with corporate objectives, while adhering to all policies and procedures.
Responsibilities
- Provide enhanced customer service and on-property host presence for higher-end Mass and Premium Mass players to foster loyalty.
- Be visible on the gaming floor to build confidence in the Casino Host's leadership brand among VIP players.
- Proactively utilize monthly player reports and walk the casino floor to identify un-hosted players.
- Develop relationships with Premium Mass players, offering attentive, non-invasive service.
- Serve as the primary customer-facing position for greeting and bidding farewell to players.
- Exercise discretion to provide complimentary incentives to players that exceed expectations.
- Assist in arranging customer requests such as show tickets, dinner reservations, transportation, and comps.
- Meet and achieve departmental and management goals, including production, comps, and customer interactions.
- Execute management objectives and adapt to the evolving business environment.
- Effectively communicate and interact with multiple departments and team members.
- Follow company and departmental SOPs to ensure compliance.
- Utilize reporting methodologies to achieve greater profitability.
- Liaise with the Executive Director, Casino Marketing on program campaigns and initiatives.
- Respond to and resolve escalated issues.
- Ensure compliance with licensing laws, health and safety, and other statutory regulations.
- Develop and cultivate strong working relationships with guests, team members, vendors, and regulators.
- Provide security to existing revenues by assuring customer retention through recognition and continuation of triggers.
- Oversee promotion and progress of loyalty programs for current and emerging VIP players.
- Tele-market guests, track activity/responses in tracking tools, and book reservations.
- Staff key contact points on property: Host Office, Loyalty Desks, Gold/Elite Lounges, High Limit areas.
- Meet and achieve all goals set by the management team, including activity, production, telemarketing, and reservations.
- Support all promotional and special event offers through bookings and participation with guests.
- Determine how and when to offer comps based on game type, theoretical earning, betting styles, player worth, and competitive evaluation.
- Analyze guest play using CRM tools to identify potential VIP players and award complimentary products/services.
- Communicate promotions, offers, and property/industry knowledge to guests.
- Efficiently respond to guest requests to ensure satisfaction and loyalty.
- Promote the features and benefits of The Rewards Program through cold calling.
- Convey the terms of all offers and promotions, and secure reservations.
- Meet and communicate with prospective and existing guests on the gaming floor.
- Maintain office and administrative work.
- Perform other related duties as assigned.
Requirements
- Minimum 2 years of marketing experience in guest/customer service, sales/sales management, marketing, or loyalty programs.
- Ability to exceed internal and external guest expectations through timely, effective, and service-oriented communication.
- Understanding of self and others when communicating with team members and guests.
- Ability to safeguard and keep information confidential.
- Ability to work under pressure, problem-solve, and overcome resistance.
- Ability to successfully obtain or maintain a criminal record check through the Gaming Policy and Enforcement Branch (GPEB).
- SIR, Smart Serve or IGB Certificate.
- Computer fluency in MS Office suite.
- Experience in and understanding of Slots is an asset.
- Ability to speak multilingual is considered an asset.
Skills
- Customer service
- Sales
- Marketing
- Loyalty program management
- Communication
- Problem-solving
- Confidentiality
- MS Office suite
- Multilingual abilities (asset)
Location
- On property
Work Type
- Full-time
- Non-traditional work hours
- Evening shifts
- Weekend shifts
Experience Level
- Minimum 2 years experience
Education Level
- High School diploma
- Post-secondary education in commerce, marketing, hospitality, public relations or management is an asset
Salary/Compensations
- Minimum Salary: $54,000.00 CAD
- Midpoint Salary: $60,000.00 CAD
- Maximum Salary: $65,000.00 CAD
About the Company
- Great Canadian Gaming is the leading gaming, entertainment and hospitality provider in Canada.