CASINO HOST

Position Summary

The Casino Host is responsible for driving business revenue by cultivating and developing VIP customers through personalized service

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

1. Identifies and cultivates premium slot and table game players by developing strong business relationships with high-end patrons
2. Maintains a book of VIP patrons, analyzing business data and drives incremental visits
3. Serves as the company ambassador in daily operations, events and promotions
4. Balances administrative work while maintaining a high level of visibility throughout the facility
5. Greets and services all patrons with exceptional customer service
6. Ability to deescalate volatile situations
7. Tracks patron visits to understand customer behavior
8. Arranges transportation, hotel, golf, spa, etc. within established guidelines to drive business with VIP patrons
9. Coordinates and manages the processing of comp authorizations and daily resort point transactions with less than 1% exception rate
10. Has expertise in all manners of communication to maintain and grow the business.
11. Promotes Peak Rewards registration and membership towards high-limit gaming patrons
12. May be asked to travel to various markets or events to cultivate new potential high-end patrons
13. Assists with casino promotions and events as requested
14. Keeps informed of competitive promotional methods and strategies
15. Meets or exceeds productivity goals as set forth by the Player Development Manager
16. Handles other duties and assignments as directed by the Player Development Manager
17. Responsible for daily hotel comp voucher process
18. Must be able to meet the attendance guidelines of the departmental needs and adhere to departmental and company policies
19. Able to maintain strict confidentiality
20. Embraces patrons in a positive, authentic and real manner
21. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia.

Additional Responsibilities

1. Performs other job-related duties as assigned.
2. A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.

Team members in this capacity:

1. Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.
2. Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur.
3. Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered.
4. Builds relationships with guests based upon, respect, and confidence while maintaining a friendly, and approachable demeanor.

Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.