Specialist Casino Host Svcs

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Job Profile Title:

Specialist Casino Host Svcs

Job Code:

12181

Profile Title:

12181 Specialist Casino Host Svcs

Grade / Band:

08

FLSA Status:

Non-Exempt

It is the primary responsibility of the Casino Host Services Specialist to execute on all Casino Marketing Executive requests in a timely manner and provide additional support for Casino Marketing. All duties are to be performed in accordance with departmental and company policies, practices, and procedures.

Answer ACD (automatic call distribution) lines professionally and assist executives with reservation bookings and inquiries, adhering to telephone etiquette standards set by the Casino Marketing department.

Book reservations for casino rooms, restaurants, golf, transportation, cabanas, amenities, spas, and nightclubs as required, offering a high level of guest service consistent with the property's core standards.

Building and maintaining ticket blocks in resort system for resident shows.

Evaluate casino play to issue complimentary amenities and settle customer accounts accurately based on comp criteria and Casino Host directions, keeping guest information always updated and accurate.

Maintain comprehensive knowledge of hotel services, local attractions, and activities to provide accurate information and assist various departments, including but not limited to, Casino Hosts, VIP Lounge, and Special Events, in managing guest relations.

Comply with all legal requirements, including Title 31, and attend mandatory compliance and training sessions, while also staying informed on departmental and property policies and procedures.

Demonstrate the ability to meet the demands of a fast-paced environment through effective multitasking, good judgment, and exceptional guest service, aligning with the brand's attributes.

Provide support to Casino Marketing Operations and Executives to enhance customer service and team alignment, keeping abreast of procedural, policy, and informational changes.

Make certain guest profiles and preferences are accurate and comprehensive, including contact information and specific details to personalize the guest experience.

Embrace the responsibility of maintaining a thorough understanding of all departmental standards and policies, actively contributing to a safe and efficient work environment.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma or GED

Required

6+ Months of Prior Relevant Experience

Front Desk, VIP Services, Casino Marketing, or high-volume customer service experience.

Required

Previous experience with project-based initiatives which demonstrates the ability to be responsible for and owning a process.

Preferred

Previous experience working in a hospitality/resort setting.

Preferred

Excellent Customer Service skills.

High attention to detail.

Effective decision-making , social and organizational skills.

Excellent verbal and written communication skills to include effective skills in English in oral and written forms.

Have collaborative and interpersonal skills to deal effectively with all business contacts.

Professional appearance and demeanor.

Able to work in a fastpaced, busy, and somewhat stressful environment while maintaining a proper mental attitude.

Work varied shifts, including weekends and holidays.

Ability to deal effectively with guests, management, employees, and outside contacts while working under pressure.

Working knowledge of Opera, Patron Management, Microsoft Office.

Balancing

X

Bending

X

Carrying __pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Crawling

X

Crouching

X

Distant vision

X

Driving - auto/van

X

Driving - limousine

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting __pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing - 5 hours minimum

X

Stooping

X

Typing __w.p.m.

X

30

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - Chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - low to high

X

Office conditions

X

Outdoors

X

Restricted area

X

Smoke

X

__% Travel

X

Wet/Humid

X

Live Stream/ Video Recording

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

Fatigue

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Memorization

X

Organization

X

Perception

X

Reading - simple

X

Reading - complex

X

Repetition

X

Safety hazards

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X