Casino Host

Job Description & Core Responsibilities

Department: Player Development

Reports To: Executive Host

FLSA Status: Non-Exempt

Pay Grade: Grade 8

Starting Pay: $16.88 - $21.10

Gaming Class: Compact/Gaming

Position Summary:

The Casino Host’s primary objective is to ensure that our guests have an exceptional gaming experience. The Host will be responsible for maintaining a clean and comfortable environment while interacting professionally with both players and other team members. Additionally, the Host will be expected to welcome and assist VIP guests throughout their visit, while keeping them informed of events and promotions. To maximize revenue, the Host will leverage our property amenities and programs to target players and provide comps and maintain relationships with valued customers. Adherence to company, department, and regulatory policies and procedures is essential for the success of this role.

Core Duties and Responsibilities:

The Casino Host is responsible for the following duties:

• Provide exceptional guest services by maintaining a clean, comfortable, and enjoyable gaming experience.
• Display a professional appearance and conduct oneself with integrity when interacting with players and team members.
• Welcome and assist VIP guests by maintaining personal contact throughout their visit.
• Ensure a safe and relaxing environment by keeping all areas clean and reporting any safety issues.
• Handle player concerns and customer complaints thoroughly by investigating and following up with appropriate referrals.
• Monitor casino floor activity while promoting the Players Club and providing assistance to players in need.
• Exemplify professionalism by maintaining high levels of courtesy and hospitality.
• Remain knowledgeable about all aspects of the casino and surrounding areas, and keep guests informed of events and promotions.
• Represent the company at external functions, concert events, and promotions.
• Assist with the implementation of pre-concert functions, ticket distribution, and VIP guest registration.
• Determine the potential spending of customers and maximize revenue by leveraging property amenities and programs to target players and provide comps.
• Utilize casino information systems to track complimentary items to qualified guests based on incentive guidelines.
• Initiate and maintain relationships with valued customers.
• Communicate effectively with guests, internal departments, and managers via personal contact, phone calls, letters, email, and the PA system.
• Maintain accurate and updated player information, contacts, letters, and phone calls.
• Adhere to all company, department, tribal, and regulatory policies and procedures with strict attendance punctuality, availability, and willingness to work extended hours during special events.
• Perform additional tasks as assigned by management to ensure guest satisfaction.

Competencies:

• Meets the company’s guest service standards.
• Demonstrates teamwork/gets along well with co-workers.
• Is reliable and dependable.
• Demonstrates strong communication skills.
• Follows company and departmental policies and procedures.
• Demonstrates a positive attitude.
• Responds well to constructive criticism.

Qualifications – Education and Experience:

Minimum Qualifications:

• High school diploma or GED equivalent.
• Minimum of two years of experience in customer service or hospitality.
• Basic knowledge of casino games and operations.
• Excellent communication and interpersonal skills.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Basic computer skills, including proficiency in Microsoft Office suite.
• Strong problem-solving and conflict resolution skills.

Preferred Qualifications:

• Bachelor’s degree in hospitality, business administration, or related field.
• Three or more years of experience in customer service, guest relations, or host services.
• Proficiency in customer relationship management (CRM) software or similar systems.
• Knowledge of local attractions, entertainment, and transportation options.
• Experience in sales or marketing.

Work Environment:

The work environment is fast-paced and requires overall good mental and physical health.

Physical Demands:

Job-specific abilities and requirements include:

Ability to stand, sit, and walk for extended periods of time.
Ability to lift up to 50 pounds.
Ability to climb ladders.
Ability to perform repetitive motion from use of a computer.
20/20 vision with or without corrective lenses.
Ability to crouch, and/or crawl, and/or kneel.
Ability to tolerate various scents, noises, and bright lights.

Preference:

It is the policy of the Bois Forte Band, pursuant to tribal and federal law, to give preference to qualified Native Americans in hiring, promotion, and departmental transfers. Preference will be extended to members of the Bois Forte Band, members of other federally recognized tribes and to status Natives born in Canada.

Confidentiality:

Employees shall not, at any time or in any manner, outside the course of performing his/her duties, either directly or indirectly, disclose or communicate to any person, firm or corporation in any manner whatsoever, any information concerning matters affecting or relating to the business of Fortune Bay Resort Casino. This includes, but is not limited to, confidential personnel and customer information, company or department operations and plans, financial data, procedures and processes, or other information without regard to the matters being deemed confidential, material or important.

Ethics Code:

I understand that I must comply with the Bois Forte Code of Ethics and will not offer, solicit or otherwise enter into any agreement or transaction for personal benefit with any vendor or potential vendor. I acknowledge and understand that there can be no real or perceived conflict of interest between myself and vendors or potential vendors and that my actions are reflections of my responsibility to uphold the integrity of gaming and employment with the Bois Forte Reservation Tribal Council and Fortune Bay Resort Casino.