Job Description

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Position Summary:

Under the direction of the Player Development Manager, the Casino Host is responsible for assisting with the management of player development and retention while establishing a safe and welcoming work environment for all team members. Is responsible for assisting with the planning and execution of player development programs, ensures adherence to all policies and procedures, motivates and leads by example and is a leader in the gaming industry.

Key Accountabilities:

• Executes player development and retention strategic plans as directed
• Exercise discretion to provide complimentary incentives to players that exceed their expectations
• Responds to and resolves issues as escalated
• Responsible for the player selection, invitation and hosting for off-site events included but not limited to sporting events, recreational activities, dinners and group travel
• Develops and cultivates strong working relationships with all stakeholders: guests and team members
• Ensure compliance with Internal Controls, Regulations and GCE Casino Policies & Procedures.
• Partners and coordinates with other departments to ensure total guest satisfaction.
• Increase valued customer net worth to the Pickering Casino Resort through insuring exemplary customer service levels as provided through the Guest Services department.
• Adhere to departmental policies, procedures, activities and strive to achieve short- and long-term goals and objectives.
• Display a positive, professional attitude and presentation at all times when communicating with external and internal customers using our GEM customer service standards.
• Attend meetings as the departmental representative when requested.
• Offer creative advice on events, promotions when requested.
• Provide resolution to guest and operational issues in a calm, professional and prudent manner.
• Develop relationships with VIP customer base through weekly telemarketing and in person contact on the gaming floor.
• Telemarketing assignments of new, declining and inactive customers by mail/phone and the analysis and accounting for reporting results to these efforts.
• Devotes significant time being visible and available on the gaming floors in order to meet and greet guests during individual visits as well during special events.
• Monitor player gaming activity through computerized gaming software systems.
• Make appropriate decisions regarding complimentary based on recorded play, earned points, comp availability and customer profitability;
• Assists in planning, executing and Hosting player parties, promotions, special events and tournaments.
• Ensures the highest quality theoretical attendance and maximum return on all player special events
• Ability to prioritize, organize and complete multiple activities in a high-pressure environment.
• Acts as a role model to other employees and always present oneself as a credit to the Casino
• Duties, responsibilities, requirements and expectations to this job are subject to change as needed
• Available and willing to work any changes in hours deemed necessary for business levels.
• Other duties may be assigned by the Player Development Manager.

Education and Qualification Requirements:

• High School diploma; Post-secondary education in commerce, marketing, hospitality, public relations or management an asset or suitable combination of continuing education and strong experience considered
• Minimum 2 years of marketing experience in sales/sales management; marketing experience, loyalty program experience
• 2 years experience in a gaming environment preferred.
• Available to work in a 24/7/365-day environment.
• Proficient in Microsoft Office software, including Word, Excel, Power Point, Outlook and Explorer
• Read and understand command of English language in order to communicate with guests and co-workers.
• Ability to serve as a dynamic and energetic leader while fostering teamwork, employee morale, motivation and open communication.
• Relies on experience and judgment to plan and accomplish goals.
• Dedicated to exemplary customer service.
• Outgoing, approachable, well mannered, friendly and professional image and demeanor.
• Capable of maintaining a positive working environment where each employee performs as part of a team.
• Ability to work independently and under pressure in a fast-paced environment and able to cope with many challenges.
• Ability to understand and utilize player tracking software programs.
• Ability to speak multilingual is considered an asset
• Ability to exceed internal and external guest expectations through timely, effective and service oriented communication
• Ability to maintain effective working relationships with all levels of the organization.
• Ability to be flexible, employ a sense of urgency, quickly adjust plans and execute to meet changing or immediate marketing opportunities.
• Skill of developing and maintaining positive relationships with external and internal customers
• Ability to identify and carry out actions to achieve goals while considering possible risks to effectively develop long and short-range company objectives.
• Skill in preparing written material such as correspondence, reports and proposals to meet purpose and audience.
• Skill of receiving a message, understanding the intended message and giving feedback to ensure customer expectations are met.
• Skill of delegating authority and encouraging and supporting risk taking to develop responsible employees.
• Ability to obtain registration as a Category 2 Gaming Assistant with the Alcohol and Gaming Commission of Ontario.

Work Environment Considerations

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

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 an accommodation is required. We thank all applicants for their interest and will contact those qualified to continue in the recruitment process.

Great Canadian Gaming