POSITION SUMMARY

The Casino Host will be responsible for acquiring, retaining, and growing play from high-end slot and table guests through personal and professional contact. The Casino Host ensures that the quality of service provided to all guests is in accordance with established marketing strategy and the Spokane Tribe Casino's Mission Statement. The Casino Host must have superior communication and judgment skills, as the position's primary responsibility is to interact with all guests, team members, management and regulatory gaming agents. The Casino Host assists with the execution of various casino promotions and events on an as needed basis. The Casino Host will occasionally pay out cash prizes and will have access to highly sensitive and confidential information.

GENERAL ACCOUNTABILITIES

(The following statements are intended as general illustrations of the work in this job class and are not all inclusive for specific positions.)

• 
  Develops and maintains relationships with the casino's top guests and provides dedicated, personal customer service around the clock.
• Increase guest familiarity with brand and establish guest loyalty with proper customer service and play reinvestment.
• Greets guests, promotes Sun Club signups and explains benefits of the Sun Club loyalty program.
• Coordinate with marketing and management teams to develop and implement strategies and programs to cultivate the market for new and existing high-limit casino guests;
• Collect and pass along information regarding potential new casino guests;
• Distribute customer complimentary items based on gaming action and program guidelines;
• Coordinate guest accommodations, meals and reservations;
• Assist guests with questions and special requests to ensure their maximum convenience and comfort;
• Effectively communicates about promotions to the property teams and guests. Distributes guidelines, reference materials and promotional schedules;
• Available to work very flexible hours, based on business demands, including nights, holidays and weekends;
• Assist the marketing team with coordination, setup and execution of special functions (parties, players club promotions, gift distribution, VIP events, tournaments, etc.);
• Participates in telemarketing efforts to invite customers to special events, individual visits, and/or obtain feedback on customer satisfaction;
• Works on the casino floor and inside the players club booth conducting all functions of the players club: new member enrollment, answers questions about the Sun Club, reviewing offers, prints and distributes Sun Club cards, answers phones and preforms general customer service functions.
• Pay out promotional prizes as needed.
• Other duties as assigned.

GENERAL CONDITIONS

Must have ability to:

• Must be able to maintain a high level of professionalism, integrity and confidentiality at all times;
• Move around all work areas effectively and efficiently;
• Apply common-sense understanding to carry out instructions furnished in written, oral or graphic form;
• Deal with problems involving several concrete variables;
• Work periodically under conditions of extreme urgency (creating higher levels of job stress);
• Work a minimum and sometimes more than 45 hours per week which may include nights, weekends and holidays;
• Must be flexible with schedule and shifts;
• Create an environment that results in Spokane Tribal Members feeling a sense of pride, commitment, and desire for a career with Spokane Tribal Casinos;
• Use all equipment associated with the position, including but not limited to, computers, software and database systems;
• Review and comprehend all necessary documentation;
• Communicate effectively at all times, with guests and all levels of employees;
• Operates in a working environment that is subject to varying levels of crowds, noise, and smoke the severity of which depends upon customer volume;
• Communicate effectively in order to understand and meet the needs of preferred customers.
  

JOB QUALIFICATIONS

• Must have a minimum of five (5) years experience in Casino Marketing (Promotions or Player Development);

• Hard working, fun loving people person who is able to deliver amplified service;

• Must possess strong organizational and interpersonal skills;
• Proven understanding of hospitality and casino marketing principles, along with knowledge of proper player reinvestment;
• Must be flexible in scheduling and be present for all VIP casino events and promotions as needed;
• Knowing the STC Marketing Strategy and customer base is preferred;
• Proven success using player database and player tracking/loyalty systems;
• Proven ability to work in a fast-paced environment;
• Must be available to work a variable shift that is focused on special events and business demands;
• Must be proficient in office procedures, equipment, computers and applicable software applications such as Microsoft Office products;
• Ability to respond to common inquiries or complaints and to communicate effectively with co-workers and customers in a timely manner;
• Must have excellent verbal and written communication skills;
• Casino supervisory skills preferred;
• High School Diploma Required. College education preferred.
  

REGULATORY AND COMPLIANCE RESPONSIBILITIES

In addition to the other duties described herein, each employee has the following responsibilities related to compliance with laws and regulations:

• Employment is contingent on receiving and maintaining adequate licensing, including any required gaming license (Class C Gaming License);
• Attend required training sessions offered by the Spokane Tribe Casino;
• Perform the duties described in compliance with local laws and regulations;
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Casino;
• Take the necessary steps to ensure minors are not encouraged or permitted to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco products;
• Refer to the Internal Control System and Policy Manuals for guidance;
• Take the appropriate steps to report exceptions, fraud, acts of wrongdoing, and potential violations of regulations or internal controls to the appropriate levels of management;
• Uphold high standards of ethical behavior, demonstrate an understanding of the impacts of problem gambling, and have knowledge of the Casino's programs to address problem gambling;
• Establish rules for promotions and events that conform to Casino policies and regulatory requirements.

WORK ENVIRONMENT and PHYSICAL REQUIREMENTS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Capable of working in a casino environment with extended periods of walking, standing, siting and computer use.
• Position will experience moderate noise and secondary smoke.