Job Description

Job Category: Marketing & Sales
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Position Summary
Under the general direction of the Manager Premium Services, the Guest Relations Host, will be responsible for networking with our VIP guests in conjunction with our Operation Managers to drive ultimate experiences and provide personalized service levels to enhance their loyalty, while ensuring adherence to all policies and procedures. The Guest Relations Host will strive to build, sustain and manage solid relationships with our VIP guests encouraging them to use their player rewards card. Ensures adherence to the Company's policies and procedures, motivates and leads by example and supports Great Canadian's learning environment while establishing a safe and welcoming work environment for all team members.
Key Accountabilities

• Uses effective and efficient guest service skills and provides personalized attention to build new guest relationships and maintain or enhance exiting Guest relationships
• Greets guests and welcomes them to our VIP Rooms
• Recognizes frequent guests and introduces them to Guest Relationship Managers (and/or Slot Management team) in order for them to check play and welcome our guests
• Explains the benefits and privileges of using a player's card to VIP (Prive/Non-Prive) guests with a superior level of service excellence to reflect their value to the property across all department interaction s including gaming operations, cage, guest services, hotel & food & beverage service, theatre
• Informs qualified and potential players of the benefits of opting in to the Prive Program
• Responsible for driving an increase in VIP carded play by promoting and signing up guests for applicable player rewards programs
• Ensures that our VIP guests have the information necessary to contact any Guest Relations Host or Guest Relationship Manager (GRM) for future needs
• Interacts with VIP guests and gathers preferences and information to enable the team to provide these guests with personalized guest service
• Assists the GRMs by evaluating play and personally delivering comps and offers to these guest s on behalf of the site in accordance with company policy/procedures and gaming regulations
• Assists with the planning, coordinating, and executing of events (On site/Off site)
• Hosts and provides special attention at events
• Assists our guests with their hotel, dining, entertainment needs, and other special arrangements (Works with applicable departments as needed)
• Maintains knowledge of property events, including but not limited to, casino promotions, show s, special events, etc.
• Escorts guests to dining establishment when applicable
• Ensures VIP data is registered in Salesforce and the database is maintained, updated daily and utilized including capturing guest preferences and special events
• Works with Operations Management and using Customer Relationship Management (CRM) tools, analyzes guest play to identify potential VIP players and makes sound decisions as per guidelines when awarding complimentary products/services
• Works closely with the Manager, Premium Services and Operations Management to develop strategies and tactics to drive the success of the property
• Utilizes telemarketing and social networking skills to build relationships with guests
• Ensures needs of our guests are met including but not limited to food & beverage, reserves, machine issues/requests, etc.
• Liaises, communicates, develops and cultivates strong working relationship with all stakeholders
• Ensures compliance with licensing laws, health and safety and other statutory regulations
• Performs other duties as assigned or directed
• Identify new business opportunities by prospecting and converting players into loyal guests
• Proactively reach out to guests through telemarketing calls, personalized invitations and follow-up to drive visits and participation in promotions and events.
• Monitor guest play activity to ensure proper recognition, rewards and reinvestment offers.
• Communicate promotions, events and property amenities to encourage repeat visits.
• Collaborate with Player Development, Marketing and other departments to deliver a seamless guest experience.
• Handle and resolve guest concerns promptly and professionally.
• Assist in planning and executing exclusive VIP events and programs.
• Maintain accurate records of guest preferences, visits, and reinvestment activities.

Education and Qualifications

• Post Secondary education or suitable combination of education and experience an asset
• Minimum 2 years of experience in a guest/customer service
• Experience in and understanding of Table Games an asset
• Previous experience in casino host, hospitality, sales, or telemarketing role preferred.
• Knowledge of casino operations, loyalty programs, and player tracking systems an asset.
• Exceptional interpersonal and communication skills
• Ability to safeguard and keep information confidential
• Ability to work under pressure, problem solve, and overcome resistance
• Self-motivated with strong organizational and time-management skills.
• Second language, an asset
• Solid knowledge of MS Office
• Flexible schedule, including evenings, weekends, and holidays.
• Must hold a valid Driver's License which may require travelling to and from various sites/locations.
• Ability to successfully obtain a Gaming License

Work Environment Considerations

• Regular casino environment, non-traditional work hours may be required in certain circumstances, some travel may be required

Great Canadian Entertainment is committed to diversity, equity and inclusion and we welcome all qualified applicants to apply to join our team of unique contributors. We accommodate people with disabilities throughout the recruitment and selection process and applicants are encouraged to advise Human Resources in advance if accommodation is required. We thank all applicants for their interest and will contact those qualified to continue in the recruitment process.

Skills Required