Job description

Department: Commerce

Division: WinStar / Marketing

Job Title: Junior Host

General Description:

Responsible for providing high quality guest service to our guests via our Junior Host program. Acts as the support services for Player Development Casino Hosts, with all guest service related duties, such as, comping, player development, promotions, telemarketing campaigns, activities and special events.

Supervision Received: Junior Host Supervisor

Supervision Exercised: None

Essential Job Functions:

§ Responsible for assisting with maintaining the property’s casino customer base while expediting processes to ensure excellent service.

§ Recruit premier and elite players through a variety of direct sales activities such as direct mail, telemarketing campaigns, and 3rd party marketing initiatives by making outbound calls, and written correspondence.

§ Efficiently responds to high level guest requests and follows up in a timely matter.

§ Arrange complimentary use of the facilities including but not limited to food, lodging, retail, and concert/sport tickets in order to secure relationships with highly rated players by evaluating rated play and concluding dollar value of complementary.

§ Resolve a wide variety of casino or hotel related disputes and uses proper judgment skills to negotiate appropriate resolutions for each circumstance.

§ Conducts weekly telemarketing to inactive guests to drive revenue and build elite tier database.

§ Make outbound calls to notify identified guests of upcoming events, and encourage increase attendance, time on property, and use of Club Passport to promote higher tier status and Casino Host eligibility.

§ Place outbound courtesy calls to VIP Patrons to encourage guest registration for special events, drawings, etc.; RSVP guests for events.

§ Provide assistance to casino guest warranting complimentary in person, as well as over the telephone.

§ Determine complimentary worthiness of casino guest by evaluating their rated guest play; concluding dollar value of complimentary.

§ Monitors hotel analytical reports to identify “soft days” to drive business using telemarketing efforts.

§ Assist guests with hotel bookings by verifying hotel inventory, completing reservations, inputting all information into system and producing a confirmation number for guest.

§ Assist Casino Hosts with completion of billing profile night audit procedure for hotel check outs.

§ Assist with clean-up of patron database by identifying any incorrect phone numbers, email addresses, and home addresses.

§ Receive and address all incoming phone calls for fellow Player Development personnel in their absence as needed.

§ Communicate facility activities, promotions, and special events based on knowledge of facility and community events in order to enhance guest experience and increase facility revenue.

§ Maintains knowledge of casino marketing and player development promotions.

§ Encourages guest visitation through written correspondence and telemarketing.

§ Resolve customer complaints by listening and answering customer questions and complaints concerning the player’s Club card and point reward system.

§ Replies to patrons written Web Correspondence requests as needed, pertaining to questions around their accounts, offers and/or reservations.

§ Handle Group Sales call-in lines and assign patrons into groups using Lodging Management System (LMS). Registers VIP groups for Golf events and tee times.

§ Handles Executive, Elite and Jr Host call in lines, assisting patrons with room reservations, golf tees times and other complimentary requests.

§ Maintains confidentiality and security of all player accounts, files, records, and lists.

§ Follows department/organization processes, and marketing strategies.

§ Utilize effective communication tools to ensure that consistent, accurate and timely information is provided to Casino guests.

§ Assist in day to day activities as volume of all calls increase and business needs arise.

§ Perform all other duties as assigned.

Minimum Qualifications

Education:

§ High school diploma or GED equivalent

Knowledge, Skills and Abilities:

§ Must have strong guest service and relationship building skills to increase frequency, length of visit, and overall loyalty to the property.

§ Must be able to initiate conversation in a professional, friendly and respectful manner.

§ Must know or have the ability to learn all casino and facilities, special events and player events.

§ Ability to communicate effectively in order to understand and meet the needs of our guests as well as all levels of employees.

§ Ability to use all equipment associated with the position, including Microsoft Office Suite, Bally’s, LMS and a XX+ line PBX system. Must be able to demonstrate the ability to correctly book reservations and comps.

§ Ability to operate within multiple systems in a short period of time.

§ Ability to remain calm in emergency or stressful situations

§ Must be team oriented.

§ Superior customer relations skills.

§ Must be sales oriented.

§ Must be an enthusiastic and independent worker.

§ Ability to maintain customer confidentiality.

Training and Experience:

§ One (1) year Call Center experience preferred

§ Successfully complete departmental training for Group Sales, VIP, Golf, and JR Host, and achieve passing score on certification training.

Licenses/Certifications/Other:

• Be able to pass a background check and receive a gaming license from the Chickasaw Nation Office of the Gaming Commission as required to work in gaming operations.
• Complete pre-employment drug test with a negative result.

Physical Requirements:

§ Must be able to sit, stand and walk for prolonged periods of time

Work Environment:

§ The work environment is in an office setting.

§ Must be able to work in an environment where second-hand smoke may be present; work in a confined/controlled environment, as well as be able to maintain a professional tone and volume.

§ The work environment requires the ability to be able to sit at a desk/computer for an extended amount of time and look at computer monitors during the full duration of the employees’ shift.

Job Type: Part-time

Pay: $14.01 - $15.01 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Weekly day range:

• Weekend availability

Ability to commute/relocate:

• Thackerville, OK 73459: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Shift availability:

• Night Shift (Preferred)
• Overnight Shift (Preferred)
• Day Shift (Preferred)

Work Location: One location

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