River Rock is looking for a highly organized, detail-oriented individual to assist in the Player Development team and day-to-day activities of all high limit rooms on a shift basis. The successful candidate will be responsible for networking with our VIP guests in conjunction with our Operations Managers to drive ultimate experiences and provide personalized service levels to enhance their loyalty, while ensuring adherence to all policies and procedures.
Duties and responsibilities for our Executive Host will include:
Greets guests and welcomes them to our VIP Rooms
Recognizes frequent guests and introduces them to VIP Guest Relations Manager (and/or Slots & Guest Services Management team) for them to check play and welcome our guests
Explains the benefits and privileges of using a player’s card to VIP (Privé/Non-Privé) guests with a superior level of service excellence to reflect their value to the property across all department interactions including Gaming Operations, Cage, Guest Services, Hotel & Food & Beverage and Theatre
Informs qualified and potential players of the benefits of opting into the Slots Privé 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 VIP Guest Relations Host or VIP Guest Relations 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 VIP GRMs by evaluating play and personally delivering comps and offers to these guests on behalf of River Rock Casino Resort in accordance with company policy/procedures and gaming regulations
Assists with the planning, coordinating, and executing of events (On site/Off site)
Assists our guests with their hotel, dining, entertainment needs, and other special arrangements (Works with applicable departments as needed)
Maintains knowledge of resort events, including but not limited to, casino promotions, hotel offerings, hotel occupancy status, shows, special events, etc.
Assists with hotel check-in/out if applicable; escorts guests to dining establishment when applicable
Ensures VIP data is registered in (Player’s Portal) 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 Operations Manager, VIP Guest Relations 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 by Operations Manager, VIP Guest Relations
Successful candidates will demonstrate the following qualifications:
Post-Secondary education or suitable combination of education and experience an asset
Ability to exceed internal and external customer expectations through timely, effective and service oriented communication
Computer literacy in MS Office and Excel
Bi/Trilingual with an excellent command of Mandarin and/or Cantonese (read and write Simplified and/or Traditional Chinese) as well as English
Gaming industry experience an asset
Serving It Right Certification or the ability to achieve a Serving It Right Certification
Ability to successfully complete and passed the British Columbia Lottery Corporation’s (BCLC) Appropriate Response Training (ART), BCLC’s Privacy Awareness Training and BCLC’s Anti-Money Laundering (AML) Training
A commitment to continually increase your knowledge of our products and services in order to offer exceptional experiences to our guests
A willingness to learn, develop and achieve new skills for personal and professional development
A passion for providing Great Experiences and Memories to our internal and external guests in the continual quest of achieving service excellence
Live GCE’s Values on the job: Integrity, Team Engagement, Drive to Succeed, Service Excellence, and Citizenship
Candidates must be ready and willing to work a flexible schedule, including late nights, overnights, weekends, and holidays. The hours of work will be based on operational and business needs.
