Overview:The incumbent in this position is responsible for developing and coordinating programs to attract and host mid- to high-limit players to ensure guest satisfaction and repeat visits. The incumbent is also responsible for developing and establishing relationships with Hard Rock Hotel & Casino Sacramento at Fire Mountain midrange gaming guests in order to encourage return visits and create guest loyalty. The position is called upon to interact frequently with mid- to high-limit guests, and make decisions regarding extensions of complimentary services and/or goods.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 Hotel & Casino Sacramento at Fire Mountain their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service. - Maintains relationships and markets our gaming product and amenities to valued guests.- Greets Casino guests and participates in social events and special promotions.- Tracks guests visits, arranges accommodations and provides complimentaries according to established guidelines. - Issues Players Club cards and promotes the program and related promotions. - Increases the growth of gaming revenues through development of a targeted guest base. - Updates guest history for future visits.- Ensures the protection of guests 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 Players Club programs. - Achieves quotas provided by management for new card sign-ups, events, entertainment, etc. - Responsible for telemarketing to active and inactive customers by mail and phone to further develop brand loyalty and visitation to the Hard Rock 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. - Safeguards the confidential nature of all departmental and company records. - Attend and participate in meetings, completing follow-up as assigned. - Attend and participate in off property functions and events as assigned.- Perform work regularly and predictably.- Responsible for cleaning and sanitizing work and public spaces.- 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. Bachelors degree preferred with 2 years in a casino host position or 4 years casino marketing experience; or the equivalent combination of education and experience. ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):- Must obtain and maintain all licenses / certifications per Federal, State, and Gaming regulations.- Must successfully pass background check.- Must successfully pass drug screening.- Must be at least twenty-one (21) years of age.- Multilingual candidates preferred. KNOWLEDGE OF:- Understanding of and experience in the propertys regional gaming market. - Casino marketing functions including, but not limited to data base, advertising and branding. - Operations, services and activities of a comprehensive marketing and database programs.- 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 in an effort 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.Additional Details:
Closing:
The Tribal Council gives first preference in all of its employment practices to members of the Enterprise Rancheria Tribe who meet the job requirements.