Boomtown Casino & Hotel New Orleans ยท 1 day ago
Casino Host
Harvey, LA
Full-time
Onsite
Entry, Mid Level
$43K/yr - $43K/yr
1+ years expBoomtown Casino & Hotel New Orleans is part of PENN Entertainment, a leading provider of integrated entertainment and casino gaming experiences. The Casino Host role focuses on enhancing guest experiences, resolving conflicts, and building relationships with players to drive customer retention and company revenues.
Gambling & Casinos
Responsibilities
Assists in resolving guest opportunities, conflicts, and complaints on behalf of the company in a fair and equitable manner
Develops relationships with players to grow customer base and increase company revenues by assuring customer retention and repeat business
Attracts and manages customers through weekly telemarketing and in-person contact on the casino floor. Exercises discretion to provide guests with hospitality arrangements, including rooms, food, and beverages; assists with special requests
Proactively seeks out new business on casino floor, introducing the benefits of and soliciting enrollment for the player rewards program
Highly knowledgeable of Credit procedures, if applicable. Encourages the use of Credit and may extend lines of Credit when appropriate and permissible by state regulatory law
Devotes significant time to being visible and available on the casino floor in order to meet and greet guests during individual visits, as well as during special events
Makes decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability, and customer profitability
Utilizes telemarketing, correspondence, referrals, email, and events to solicit and grow existing business
Achieves departmental sales and growth goals
Develops in-house invitation lists for special events and other significant hosting events
Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards and programs
Attends and aids in the coordination of special events
Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow Hosts
Utilizes Salesforce (CMS) tracking for all player contacts, profile preferences, and tasks. Completes all Salesforce task requirements in a timely manner; reviews all monthly metrics with manager and sets quarterly goals
Develops and maintains technical skills to maximize use of patron data systems
Establishes a direct line of communication with all service departments for the purpose of caring for a variety of levels of players
Monitors patron activity and profitability of all assigned players
Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc
Provides assistance at special events as needed
Provides professional representation on behalf of the company at internal and external meetings and events
Ensures interactions with internal and external guests follow the guidelines of the customer service program
Adheres to all Corporate and local policies, procedures, and operating guidelines
Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management
Maintains strict confidentiality in all company matters
Qualification
Required
Bachelor's degree (B.A./B.S.) from four-year college or university; or minimum five (5) years of customer service experience and/or training; or equivalent combination of education and experience
Must have a minimum of one (1) year of Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games
Must have exceptional customer service and interpersonal skills
Must have excellent written and verbal communication skills; must be fluent and literate in English
Must have intermediate computer knowledge and be proficient in Microsoft Office applications (Word, Excel, and Outlook)
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner
Must be able to maintain confidentiality and a high level of professionalism at all times
Must have the ability to write reports and business correspondence
Ability to work collaboratively and communicate effectively with team members at all levels of the organization
Must have the ability to identify problems, collect and analyze data, and draw valid conclusions
Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues
Preferred
One (1) year of hosting experience with adequate customer following preferred
Salesforce (CMS) and ACSC experience preferred
Benefits
Day-one medical coverage
401(k) matching
Annual performance bonus
Paid time off
Company
Boomtown Casino & Hotel New Orleans
Boomtown Casino & Hotel New Orleans, located on the West Bank of the Mississippi in New Orleans and approximately 15 minutes from the French Quarter, opened in 1994 and features a 30,000-square-foot casino with more than 1,200 slot machines and 31 table games, including a non-smoking slot area, high limit slots and a poker room.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Gretchen Frazier-Walker
HR Business Partner
Company data provided by crunchbase