Executive Host - Casino

Overview
Our Commitment to Service:
We don't have customers, we have Guests. Each visitor is our Guest, just as you have a Guest in your home. You take a certain level of pride when you have an invited Guest in your home. You should take the same pride with every Guest who visits one of our properties. Unparalleled Service isn't just a part of our mission statement at Seminole Gaming; it's a commitment to each and every one of our current and future Guests.
Responsibilities
Under the direction of the Player Development Manager, this professional is responsible for maintaining close ties with X-Card guests through personal contact by phone and in person to generate incremental gaming revenues.
Essential Duties and Responsibilities:

• Maintain relationships and market our gaming product and amenities to X-Card Guests
• Greets X-Card Guests in the casino and participate in social events and special promotions
• Tracks X-Card Guests visits, arrange accommodations and provide complimentaries according to established guidelines
• Issue Player's Club cards and promote the program and related promotions
• Increase the growth of gaming revenues through development of an X-Card Guest base
• Update Guest history for future visits
• Ensure the protection of Guest's rewards and credit lines
• Effectively handle Guest complaints and discrepancies in an efficient and courteous manner
• Provide special services to include food, beverage, transportation, cross-property events and Player's Club programs
• Responsible for telemarketing to active and inactive customers by mail and phone to further develop brand loyalty and visitation to
• eminole Casino Coconut Creek, and report the results of these efforts
• Assist in the development of incentive programs, host goals, special events and marketing programs
• Maintain up-to-date knowledge of all electronic gaming machines, player tracking systems, promotions, events, entertainment and general property information
• Keep informed of competitive promotions
• Respond to Player's Club letters and guest service survey results and communicates that information to the appropriate department manager
• Safeguard the confidential nature of all departmental and company records

Service Initiative:

• Create and ensure a fun-filled, entertaining and exciting environment with the five F's - Fast, Fun, Friendly, Fresh and Focused
• Treat Guests with a sense of caring and individuality while effectively identifying their specific needs
• Inform Supervisor of Guest needs which may require special accommodations
• Show special recognition of frequent Guests
• Maintain a safe, clean and comfortable environment for Guests at all times
• Consistently welcome Guests, thank them for their patronage, seek ways to make them comfortable and express the desire to have them return
• Present a neat, clean and well-groomed appearance at all times
• Maintain constant awareness of services, promotions, and events offered at the facility and inform Guests
• Handle Team Member and Guest concerns/dissatisfaction and disputes timely and professionally to the Team Member/Guest satisfaction, while maintaining financial responsibility
• Promote positive public relations and create an enjoyable atmosphere for all
• Inspect and ensure a clean, safe working environment, notify appropriate departments to handle deficient situations
• Maintain a professional and positive relationship with vendors, Guests and co-workers
• Create a work environment that is safe, professional, friendly and conducive to a high level of morale, productivity and performance
• Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discretely notifying appropriate management of concerns
• Ensure prompt and discrete notification to management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations

Qualifications
To perform this job successfully, an individual must be able to perform the duties and responsibilities satisfactorily. The requirements listed below are representative but not wholly inclusive of the knowledge, skill, and/or ability required.

• Must fluently speak Mandarin***
• Present an image of excitement, enthusiasm with a friendly and outgoing personality, while being able to project a professional appearance
• Must possess excellent oral and written communication skills, tact and judgment, high moral integrity and strong work ethic with ability to independently maintain high levels of productivity
• Must have the ability to resolve stressful situations
• Must be able to make sound complimentary decisions based on tracked Guest play
• Ability to multi-task with solid time management skills
• Ability to work proactively and effectively within a fast-paced, complex, and dynamic environment
• High level of self-direction, self-motivation, and energy
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals
• Must demonstrate extraordinary guest service skills with effective listening skills
• Must be able to communicate effectively with guest in English, specific to positions duties and responsibilities
• Ability to work flexible schedule including nights, weekends and holidays as needed
• Must possess proficient mathematical skills to include the ability to add, subtract, multiply and divide, specific to position responsibilities.
• Bachelor's degree in Accounting, Business Administration, Finance or Marketing preferred and two (2) years Casino Host experience or two years in a supervisory capacity in gaming machines or table games required, or the equivalent combination of education and experience
• Must be computer literate, with intermediate Microsoft Office experience to include Outlook, Excel and Word
• Exposure to casino related environmental factors, including but not limited to second hand smoke, excessive noise, and stress related to servicing guests in a high pressure and fast paced environment
• Ability to continuously maneuver around the office and property, often standing for long hours
• Ability to respond to visual and aural cues
• Manual dexterity to operate a computer and other office equipment
• Ability to lift 30 pounds and able to bend, reach and stoop on a limited basis

Work Environment:

• May be exposed to casino related environmental factors including, but not limited to, second hand smoke and excessive noise.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, and talk or hear. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to, second hand smoke, excessive noise and constant exposure to general public.

Closing:
The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.
As part of Seminole Gaming's employment process, final candidates will be required to obtain gaming licensure by completing a background check with Seminole Gaming Compliance and Regulations, prior to an offer being extended. These background checks may include, but are not limited to:

• Credit Check
• Criminal Background Check
• Drug Screen

Disclaimer
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).