So you’re a casino host. Now what?

There are tasks and goals and guests and procedures, and some of them seem to be at odds with one another. Simply put, it’s a host’s job to balance all these things.

Your primary objective is to drive more trips or get more play from the best players at your property. The tasks and goals and guests and procedures are all parts of the whole role, which is to build relationships with players on behalf of your property in order to secure their loyalty and limit the amount of their gaming wallet that goes to your competitors.

Casino Host: An individual employed by a casino to “maintain relationships with valued gaming guests and market gaming experiences to high-limit guests through personal contact” (Hill, 2008, p.

As a rule, the relationships you build with your players will become second nature after a time. They may begin to feel like your actual friendships. You’ll learn which of your players are interested in what sort of events at your casino. You’ll figure out which ones want more comps than their play warrants (manage them carefully!) and which ones would rather just be left alone to play. It won’t take you long to remember what brand of smokes your best players prefer, and which restaurants each of your better players frequent. Who golfs, who owns his own business, who takes care of their grandchildren on weekends, who gets all worked up if you don’t return their call within a couple of hours…you get the idea.

1. Casino Host - Full Time Resume. Headline: Skilled Casino Host with communication, organizational and analytical experience. A hands-on professional that is focused on results. Proven ability to build relationships with clients, guests, and staff to increase market share.
2. Casino executives who ask these questions are on to something. They know that no matter what else is going on in the world, their guests always want one thing: a great casino experience. Guests want an experience that is so wonderful and memorable that it keeps them coming back even if they have less money in their pockets when they leave.

But you have to start somewhere. Begin with a letter to any “new” players, meaning ones you haven’t yet met face-to-face. After a few days, give each guest a call to inquire whether they’ve received your letter and whether there is any service that you may offer to them. Have a calendar or list of upcoming events handy so you can tell them what’s going on, and note the events in which they seem interested. (That way, you know which ones to contact them for in the future.) Explain the services you can provide and ensure that the guest knows how to reach you when they need you. As a host, it’s your responsibility to provide the guest a touchpoint for your casino.

As a player’s host, you are his “inside man.” You should be able to get him a room or dinner reservations or show tickets or registration for a tournament or other event without him having to do more than ask you to take care of it. Afterward, relentless follow-up is required. Always return a guest’s call as soon as humanly possible and always do what you say you will do. If you’re making reservations, call back with confirmation that the task is complete, no matter whether the reservation is for today or in three weeks.

Work within the guidelines you’ve been provided, and remember that when you break a rule for a guest, you are, in fact creating a new rule. Players will share with one another what you’ve done for them, and others will begin to expect the same sort of consideration. Be diplomatic, and learn to say “no” and make it sound like “yes,” using the phrase, “what I CAN do for you is…” It’s never a good idea to create an expectation for something you can’t deliver.

Learn how to read player accounts well enough to quickly determine whether a guest will still be profitable after redeeming all his or her offers before providing additional incentives. If she redeems her room and meal coupons, downloads all her points for free play AND you give her a comp, how much of her play is left over as profit? Let that be your guide. As a general rule of thumb, don’t comp someone more than 10% of their average theo (or loss, if that’s a bigger dollar amount.) When you DO provide an extra incentive to a guest, be sure they understand whether or not such an incentive may be provided again in the future. Tell them what they need to do to get what they want.

Ask the other hosts on your team (particularly those who are more experienced) how they handle certain situations and take the best practices from among them to make your own. Every host is different in some ways from his or her counterparts, and because of that, your own signature approach will often serve you well. Learn from your mistakes and always ask someone you trust for help when you need it.

Remember always that your job is to get more visits or more play from the best players at your casino. The best hosts find a way to accommodate their guests without creating unrealistic expectations, learn to anticipate their guests’ needs, and accurately report on their activities so the property’s leadership understands the Player Development team’s contribution to the bottom line. The tasks and goals and guests and procedures are how you get there.

And have fun with your new role!

57985

Casino Host

Valley Forge Casino Resort

King of Prussia, Pennsylvania 19406
United States

Jan 25, 2021

Feb 06, 2021

Full Time

Marketing

The VIP Casino Host is responsible for identifying, developing, and retaining slot and table players through personal interactions and telemarketing with a strong emphasis on customer development and growth of existing business.

Job Duties

• Discretionary ability to extend complimentary services in accordance with specific casino guidelines for levels of play.
• Resolve miscellaneous customer complaints, referring to the appropriate supervisor when necessary.
• Act as a resource to customers, by maintaining a working knowledge of the company’s facilities and initiatives and advising customers.
• Establish personal relationships with players providing assistance as required. Actively telemarkets to players to maximize their gaming potential.
• Responsible for creating incremental trips and increased gaming revenue in coded patrons.
• Assists with making arrangements for club members in regard to reservations for dinner, hotel accommodations, etc.
• Promotes the success of the player club and marketing programs by explaining and advocating to customers.
• Records information on customers and updates computer files as needed.
• Assist the slot and table games department with identifying new players and building and maintaining relationships with existing customers. Promote positive customer relations.
• Compiles customer feedback and informs management of findings on a regular basis.
• Handles difficult guests and situations in a calm, timely and professional manner.
• Maintain the highest level of confidentiality. Has discretionary authority to extend complimentary slot play or match play.
• Responsible for maintaining a consistent attendance record.
• Assist in other duties and project as assigned.
• Complies with all casino rules and regulations.

Reports To

VIP Host Manager

GAMING INDUSTRY EXPERIENCE IS PREFERRED

Qualifications

• High school diploma or general education degree (GED).
• Two years of customer service.
• Knowledge of database and player rating software required.
• Excellent communication skills, both written and oral.
• Friendly, outgoing personality required. Available to work flexible shifts, weekends and holidays.
• Ability to work in a noisy and smoky environment.
• Ability to obtain and maintain all necessary licensing.

Competitive Pay & Quarterly Bonuses

Comprehensive Benefits Package

All applicants must be able to demonstrate their US work authorization during the employment verification process.

Casino Host Letter To Guest Rsvp

Casino Host Letter To Guest