GENERAL SUMMARY

The Executive Host provides hosted Infinity and Platinum Tier guests with a world class gaming experience by greeting and attending to the requirements of the players and building strong relationships with guests through specialized, personalized, and preferential guest service, to establish and maintain a relationship that influences incremental trips and spend at Viejas. 

CORE SCOPE OF POSITION

• Devotes significant time being visible and available on the casino floor to meet and greet guests during individual visits as well as during special events.
• Develops relationship and interacts with guests to ensure favorable gaming experience with personalized guest service.
• Provides timely response and resolution on guest inquiries and disputes/issues regarding player’s account, point discrepancies or related issues while ensuring guest satisfaction.
• Ensures guests receive prompt, efficient, and courteous service.
• Meets profitability quotas as established by management through management of reinvestment rate. 
• Complies with company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.
• Uses sales techniques to identify and cultivate relationships with players without MyViejas Club cards.
• Works with F&B as well as Events & Promotions team to plan and hosts VIP events, parties, promotions, tournaments, and other functions to strengthen loyalty of coded guests and encourage new member acquisition.
• Develops guest contacts using referrals and CRM to pursue leads.
• Actively develops and maintains guest loyalty and incremental visitation through personal contact, using telephone, on-property hosting, off-property entertaining, telemarketing, direct mail, and email.
• Proactively reestablishes relationship with former VIP guests.
• Works closely with Table Games and Slot personnel to determine and identify opportunities to cultivate VIP guests.
• Makes appropriate decisions regarding complimentary by evaluating the gaming activity of individual players such as recorded play, earned points, comp availability, and guest profitability.
• Maintains all current player accounts by verifying that contact information is accurate to maintain the integrity of the database.
• Learns all facets of the required functions of player tracking system. 
• Maintains updated premium player preferences and contact information Via CRM.
• Generates revenue through development of accounts and utilizing current player database.
• Ensures that all interactions and offers comply with gaming regulations, casino, and department policies.
• Provides regular reports on player activity and the success of marketing initiatives to casino marketing. 
• Responsible for meeting performance goals based on activity of assigned players and marketing effort metrics.
• Keeps current with all promotions and events in the casino, restaurants, outlet centers, and Viejas Enterprises and communicates options to guests based on preferences.
• Demonstrates a complete understanding of all slot and table games and the MyViejas program.
• Protects company assets and reports any fraudulent activity to Surveillance Department and Management. Complies with and follows company and departmental policies and standard operating procedures, applicable governmental laws, and regulations.
• Ensures that a clean, safe, hazard-free work environment is maintained.
• Adheres to all company and department policies, procedures, and standard operating guidelines
• Performs other duties as assigned.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

INTERACTION

• Interacts with internal and external guests.
• Interacts daily with functional peer groups. Interaction normally involves exchange or presentation of information.
• Perceptive in reading people and situations, and adept at using that knowledge to determine guests needs and identify sales opportunities.

SUPERVISION

• Does provide supervision to other team members.
• Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules. A portion of time is normally spent performing individual tasks related to the unit or sub-unit. Generally, supervises semi-skilled employees.

Required Skills

KNOWLEDGE AND SKILLS

• Working knowledge of casino games and operations.
• Working knowledge and understanding of player tracking systems.
• Ability to work in a professional high-pressure environment while demonstrating and maintaining good personal relation/people skills and a positive attitude.
• Ability to multitask and work well under stress.
• Must be a self-starter and able to adjust to change.
• Must be able to work flexible hours during the day or evening including weekends, holidays, and all blackout dates.

Required Experience

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED).

EXPERIENCE

• Must be age 21 years of age or older.
• 5+ years of experience working in casino special events, promotion and/or casino guest service environment.
• 3+ years working as a VIP/Executive Casino Host.