Title:  Gaming Host Coordinator

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Drives guest business through phone interaction and outbound telemarketing with a focus on House Accounts and Development Potential Guests as identified by the Gaming Host Manager and/or Database Analysts.
• Develops players with VIP potential by fostering strong relationships through telemarketing efforts, in-person interaction, player events, personalized notes, follow-up phone calls, email, etc. This position will serve a transitional role between Gaming Host and player during the guest transition to Host Coded VIP.
• Maintains knowledge of marketing and player development promotions and encourages guest participation to their qualifying guests.
• Assists in resolving guest opportunities and/or conflicts, in a fair and equitable manner.
• Assist Hosts with any / all required projects with regard to Special Events, Off-Property Events, Call Projects, and possibly Floor Coverage during high volume periods of business with periods of focus on organizing and execution of special events. Participation in telemarketing of the events in an effort to confirm attendance through confirmation calls.
• Assist in pulling calls & return calls from voicemail as needed. Coordinate with Host on duty with regard to questions on comp, etc.
• Issue free play, comps for dining, etc. based on gaming activity and comp guidelines. Adhere to all audit policies with regard to comps and free play issued.
• Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow team members.
• Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Responsible for adhering to company policies and for ensuring the compliance within area of responsibility and reporting potential issues to management.
• Perform duties in a safe manner; report any potential safety hazards to management staff.
• Ability and willingness to spend long periods of time during shift on the gaming floor interacting with both return guests and searching for non-carded new players to sign-up for Player Rewards card.

JOB SUMMARY

The Gaming Host Coordinator is responsible for maintaining and executing an active outbound telemarketing program focused on retention and growth of a specified VIP Segment. This position will also function as support for the Gaming Host Manager & Hosts on the gaming floor, assisting with clerical and administrative projects as needed.

REQUIRED SKILLS AND ABILITIES

• Must have a flexible schedule and maintain accessibility to fit business needs, including monitoring and responding to all communications as necessary. Days Off and shifts may vary based on business needs.
• Must be able to work in a fast paced environment while maintaining the highest standards of customer service.
• Emphasizes and embodies company mission of providing excitement and delivering excellent internal and external guest service.
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• Responsible for maintaining and submitting accurate and thorough records and reports (call logs) in a timely and consistent manner.
• Requires superior communication and judgmental skills, as position is called upon to interact frequently with VIP guests, and make decisions regarding the issuance and denial of complimentary items.

EDUCATION AND EXPERIENCE

• Must be 21 years of age
• One to two years of gaming experience preferable.
• High school diploma or GED required.
• Knowledge of company’s player management system, technical gaming products, and Microsoft Office preferred
• Valid Racing License
• Able to tolerate second-hand smoke, noise, bright lights
• Must meet professional appearance standards as prescribed by company policy.
• Available to work required schedule which may include nights, weekends, holidays and overtime as needed
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to write reports and business correspondence.
• Must possess excellent oral and written communication skills.
• Must have the ability to interpret a variety of instructions (i. e., written, oral, etc.)

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. Reasonable accommodations may he made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. The employee is subjected to circulate throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.