Junior Player Development Host - Full Time

The incumbent builds and maintains relationships with targeted guests through personal contact by phone and in person in order to generate incremental gaming revenues. This position would focus on welcoming and monitoring our VIP Lounge. The ideal candidate must be available Wednesday to Sunday from approximately 11am to 12am.

• Telemarket to active and inactive guests by mail and phone to further develop brand loyalty and visitation to the Hard Rock Casino and report the results of these efforts.
• Lives the brand
• Maintains relationships and markets our gaming product and amenities to valued guests.
• Manage reservation system for VIP lounge
• Safeguards the confidential nature of all departmental and company records.
• Other duties as required.
• Welcome and acknowledge each guest with a smile, eye contact and friendly verbal greeting, using the guest’s name when possible
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations in VIP lounge.
• Greets guests in the casino and participates in social events and special promotions.
• Conducts themselves in accordance with all Gaming Commission Regulations as well as departmental policies and procedures.
• Provides special services to include food, beverage, transportation, and Player’s Club programs.
• Assists in the development of incentive programs, host goals, special events and marketing programs.
• Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible
• Research, update, and organize personal player information to ensure accurate and proper communication.
• Effectively handles VIP lounge customer complaints and discrepancies in an efficient and courteous manner.
• Engage guests in conversation regarding their stay, property services and area attractions/offerings
• Increases the growth of gaming revenues through development of a targeted customer base.
• Maintain up to date knowledge of competitors’ promotions.
• Maintain up to date knowledge of all electronic gaming machines, player tracking systems, promotions, events, entertainment and general property information.

Experience, Education, And Certifications

• Three (3) years of customer service experience, host experience is considered an asset. Sales experience will also be considered an asset.
• The ability to obtain registration as a Category 2 Gaming Assistant with the Alcohol and Gaming Commission of Ontario
• Excellent interpersonal, written and verbal communication skills in English is essential.
• Proficiency in a second language (French or Mandarin or Cantonese) is preferred.

Skills

• Ability to maintain strict confidentiality
• Ability to work flexible schedules, including nights, weekends and holidays is required.
• Ability to function independently in a multi-task environment, as well as a part of a team
• Ability to exercise sound judgment on an independent basis
• Ability to develop and deliver shows which create a service level of excellence for entertainment
• Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.

PHYSICAL DEMANDS

• The working conditions are those typically found in an indoor, climate controlled office environment. Will be exposed to casino related factors including but not limited to excessive noise, large crowds and stress related to servicing guests in a high pressure and fast paced environment. Must be able to stand for an entire shift and be able to move throughout the Casino and/or Hotel areas.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
• The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to excessive noise and constant exposure to general public.