Casino Hospitality Host

The Casino Hospitality Host is responsible for creating a positive, personalized guest experience for valued players. This role involves identifying, developing, and maintaining relationships with new and existing casino guests to drive repeat visits and increase player loyalty. The host acts as a concierge, liaison, and problem-solver for high-value guests to ensure excellent service and satisfaction.

• High school diploma or GED required; associate or bachelor’s degree in hospitality, marketing, or a related field preferred

• 1–3 years of experience in casino, hotel, or high-end customer service environment

• Strong interpersonal and communication skills, with the ability to build rapport quickly

• Sales-oriented mindset with the ability to influence and retain customers

• Knowledge of casino games, player rewards programs, and industry practices is a plus

• Must be able to work flexible hours, including nights, weekends, and holidays

• Familiarity with casino player tracking and CRM systems (e.g., CMS, LMS, Salesforce, or equivalent) preferred  Outgoing and personable

• Results-driven

• Detail-oriented

• Empathetic and patient

• Highly organized

ADDITIONAL REQUIREMENTS

• Ability to stand and walk for extended periods

• May need to lift items up to 25 lbs. occasionally

•  Comfortable working in a noisy, smoke-filled environment

• Office environment may include variable temperature and lighting levels

• Casino environment may include smoke and variable temperature, lighting and noise

GUEST SERVICE (INTERNAL/EXTERNAL) STANDARDS:  Employee is required to meet and deliver our core values, service standards, and family style service.

PERFORMANCE REQUIREMENTS: Must have the ability to provide internal/ external guests with service excellence, have excellent communication skills and observation skills, and have an easygoing demeanor to ensure a fun and safe environment for our guests. Above average speech – both speaking and reading/writing English. Need excellent interpersonal skills. Work requires schedule flexibility which may include days off, nights, weekends, holidays, and overtime as needed.

• Greet and engage with casino guests, particularly VIP and high-value players, in a friendly and professional manner

• Proactively build relationships with new and returning guests through face-to-face contact, phone, email, and other communication channels

• Analyze player data and trends using casino management systems to identify potential high-value customers and offer personalized incentives

• Coordinate complimentary services (comps), promotional offers, hotel stays, dining, show tickets, and other amenities based on player value and host discretion

• Ensure guests’ needs are met and assist with reservations, special requests, and resolving issues promptly and professionally

• Actively participate in on-site events, promotions, and marketing efforts to drive guest participation

• Maintain accurate records of guest contacts, offers, preferences, and feedback

• Collaborate with other departments (marketing, hotel, F&B, security) to ensure seamless guest experiences

• Monitor and follow compliance with all regulatory requirements, including responsible gaming and anti-money laundering policies

• Exemplify our core values, family style service, our mission and vision

• Exemplify our DEI (diversity, equity, inclusion) culture

• Performs other job related duties as assigned