Overview

The incumbent in this position is responsible for the implementation, development and coordination of Player Development programs to attract, acquire and host high-value players to ensure guest satisfaction and repeat visits. The incumbent is also responsible for on and off-property efforts to establish and develop relationships with those who have the means and potential to become high value gaming guests. The position is called upon to interact frequently with high value guests and makes decisions regarding extensions of complimentary services and/or goods. The incumbent will act as a guide to Hosts and approver of various Host player requests. Bilingual language skills preferred ( Mandarin, Vietnamese, Cantonese)

Responsibilities

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

Creates an atmosphere that induces guests to make Hard Rock Sacramento their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to the Player Development staff and other team members in order to provide superior guest service.
Develops & nurtures relationships to market our gaming product and amenities to high valued guests. Identifies new guests with high potential value for Hard Rock Hotel & Casino Sacramento at Fire Mountain, who are not current Players Club members.
Provides supervisory support for the Director of Player Development to ensure Hosts are provided with training, coaching, guidance and access to the necessary resources to accomplish established objectives.
Provides leadership support to the Player Development staff and in the absence of the Director of Player Development makes comping decisions for situations involving high value customers and responds to senior management requests and directives.
Assists with the management of Player Development social events and special promotions to ensure proper execution, adherence to regulatory guidelines and the highest guest service standards. Greets all guests in Hard Rock Hotel & Casino Sacramento at Fire Mountain and participates in social events and special promotions.
Tracks guest’s visits, arranges accommodations and provides complimentaries according to established guidelines.
Issues Player’s Club cards and promotes the program and related promotions.
Supports the Director of Player Development’s efforts to aggressively drive Host activity to attain individual revenue goals and objectives. Also increases the growth of gaming revenues through development of his/her personal guest base.
Updates guest history for future visits.
Ensures the protection of guest’s rewards and credit lines.
Effectively handles guest complaints and discrepancies in an efficient and courteous manner.
Provides special services to include food, beverage, transportation, cross-property events and Player’s Club programs.
Achieves quotas provided by management for new customer acquisition, player event attendance, entertainment offerings, revenue goals, etc.
Responsible for telemarketing to active and inactive customers by mail and phone to further develop brand loyalty and visitation to the Hard Rock Hotel & Casino Sacramento at Fire Mountain and reports the results of these efforts.
Maintains up-to-date knowledge of all electronic gaming machines, player tracking systems, promotions, events, entertainment and general property information.
Keeps informed of competitive promotions and offerings.
Safeguards the confidential nature of all departmental and company records.
Attend and participate in meetings, completing follow-up as assigned.
Seeks opportunities to attend and participate in off property functions and events that may serve to acquire new customers or nurture relationships with existing high value gaming guests.
Guides and advises Hosts for better performance and authorizes certain high value requests from Hosts for guests.
Perform work regularly and predictably.
Other duties as assigned.

Qualifications

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

This knowledge and these skills are typically acquired through a high school diploma or equivalent. Bachelor’s degree preferred with 3 years of host experience or 4 years marketing experience; or the equivalent combination of education and experience.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):

Must obtain and maintain valid licenses / certifications per Federal, State, and Gaming regulations.
Must successfully pass background check.
Must successfully pass drug screening.
Prior experience in the Gaming industry strongly preferred.
Prior experience in Tribal Gaming preferred.
Prior experience opening new properties/outlets preferred.
Must be at least twenty-one (21) years of age.

KNOWLEDGE OF:

Understanding of and experience in the property’s regional gaming market.
Hard Rock Hotel & Casino Sacramento at Fire Mountain marketing functions including, but not limited to customer acquisition, database, promotions, advertising and branding.
Operations, services and activities of a comprehensive marketing and player development strategies.
Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
Pertinent federal, state, and local laws, codes, and regulations.

ABILITY TO:

Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
Routinely go above and beyond in the accomplishment of position responsibilities to play a role in the achievement of organizational goals.
Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
Communicate clearly and concisely, both orally and in writing.
Analyze marketing and promotions data.
Be a strategic, analytical, ethical and effective motivator.
Participate in the development and administration of goals, objectives, and procedures.
Prepare clear and concise administrative and financial reports.
Interpret and explain policies and procedures.
Operate various types of office equipment.
Establish and maintain effective working relationships with those contacted in the course of work.
Be flexible to work varying shifts and time schedules as needed.
This position spends time on the casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.
Act as a guide & role model to other staff.
Bilingual language skills preferred ( Mandarin, Vietnamese, Cantonese)

Hard Rock International (USA), Inc.

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