Entertainment IndustryJob Opening for Lodge – Executive Casino Host in JACOBS ENTERTAINMENT INC. (Black Hawk, CO 80422)

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Job Category : Entertainment Industry
Company Name: JACOBS ENTERTAINMENT INC.
Position Name: Lodge – Executive Casino Host
Location : Black Hawk, CO 80422
Job Description : General Summary of Job Duties

The Executive Casino Host position is responsible for developing and maintaining valuable relationships with VIP players through marketing measures and exceptional customer service skills.

Essential Job Responsibilities and Duties

Assists in resolving guest opportunities, conflicts, and complaints on behalf of the company in a fair and equitable manner.

Develops relationships with VIP players to grow VIP player base and increase Company revenues by assuring customer retention and repeat business,

Attracts and manages VIP customers through weekly telemarketing and in person contact on the casino floor. Exercise’s discretion to provide VIP guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.

Devotes significant time being visible and available on the casino floor in order to meet and greet VIP guests during individual visits as well during special events,

Highly knowledgeable of credit & Front Money procedures, if applicable. Encourage the use of credit and may extend credit lines when appropriate and permissible by state regulatory law.

Makes decisions regarding valuable complementaries based on a consideration of recorded play, earned points, comp availability and customer profitability.

Utilized telemarketing, correspondence referrals, email and events to solicit high value players and grow existing business,

Achieve departmental sales and growth goals,

Develops in-house invitation lists for special events and other significant hosting events,

Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs,

Assists in planning and executing special events and programs to stimulate revenue growth, improve operational costs and enhance customer services levels,

Utilizes tracking for all player contacts, profile preferences, and tasks. Complete all task assignments in a timely manner. Reviews all monthly metrics with Manager and sets quarterly goals.

Develops and maintains technical skills to maximize use of patron data systems,

Established a direct line of communication with all service departments for the purpose of caring for high value players.

Monitor patron activity and profitability of all assigned VIP Players.

Maintains the confidentiality of player information, level of play, wins/losses, number of visits etc.

Provide assistance at special events, as needed.

Ensures interactions with internal and external guests follow the guidelines of customer service programs,

Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow hosts.

Adheres to all Corporate and local policies, procedures, and operating guidelines.

Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.

Maintain a high quality of guest service according to JEI’s Mission Statement and FAST Values Statement.

Provide personalized services to guests, focusing on known rated players and players who can be developed into high-end players.

Secure lists of players and utilize telemarketing to encourage renewed interest in visiting The Lodge Casino and Gilpin Casino.

Conduct follow up calls to guests to confirm presence at events/promotions.

Issue and enter in ADVANTAGE system dinner, hotel, and other comps for all qualified casino players.

Manage distribution of high profile event tickets to key players as a special reward, as well as attend/host off property events for players.

Provide and post content for the casino’s various social media accounts.

Meet or exceed established goals related to players’ activity levels.

Regular, predictable attendance is an essential function of this position.

Other related duties including but not limited to complying with the following: Colorado Limited Gaming Act, Colorado Gaming Rules and Regulations, Colorado Internal Control Minimum Procedures, Colorado Liquor and Beer Codes, Federal requirements for Anti-Money Laundering, Company Policies, and IRS reporting.

Adhere to all appearance and uniform standards.

Ability to accept performance feedback in a professional manner.

Other duties as assigned.

General Job Responsibilities and Duties

To perform the job successfully, an individual should demonstrate the following F.A.S.T. Track Principles:

FRIENDLINESS

Offer a warm greeting to everyone you encounter with a smile and eye contact.

Practice mutual respect by dealing honestly in all interactions.

Use genuine listening skills and offer sincere responses.

Promote positive interactions with both external and internal guests through sincere greetings and communications.

Be approachable, listen and lead by example.

ACCOUNTABILITY

Be proactive and positive.

If I don’t know, I’ll find out and if we don’t have it, I’ll try to get it.

Support and practice the FAST Track Principles from the executive level to the front line staff level.

Acquire knowledge, training and education. Communicate it to all employees.

SERVICE EXCELLENCE

Anticipate our guests’ needs before they ask.

Contribute ideas and solutions to improve customer service.

Escort our guests rather than point.

Take personal pride in the quality of your work.

Actively seek feedback from our guests concerning our service and atmosphere.

TEAM WORK

Share and explain information.

Great teams consist of great performers.

Create a culture of two-way communication with employees and guests.

Be courteous, kind and patient with each other.

Skills, Education and Other Requirements

Bachelor’s degree (B.A.) from a four -year university; or minimum of 5 years customer service experience and /or training; or equivalent combination of education and experience.

Bi-lingual English/Spanish, preferred.

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardizes situations.

Schedule flexibility

Must always maintain confidentiality and a high level of professionalism.

Must have intermediate computer knowledge

Strong organization skills

Must possess a valid Colorado Gaming License

Flexible with duties to be able to fill departmental needs

High School Diploma or equivalent work experience

Computer skills using common software programs, IGS experience preferred

Customer service experience required

Knowledge of gaming industry preferred


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