Executive Casino Host (MGM Springfield)

Location:
Springfield, Massachusetts

POSITION SUMMARY

It is the primary responsibility of the Casino Host to assist in maintaining the property’s casino customer base while expediting processes to ensure excellent customer service. The Executive Host will use appropriate judgment to execute casino customer requests. All duties are to be performed in accordance with MGM Resorts International Marketing polices practices and procedures.

POSITION RESPONSIBILITIES/DUTIES:

• Evaluate customers’ casino activity to provide corresponding incentives and may have authorization to approve minimum amount of comps and allowances (i.e. room, food, beverage, event tickets, promo chips, free play, airfare or discounts).
• Assist in maintaining and developing property’s customer base through meeting and interacting with customers.
• Ensure customers from assigned regions are greeted upon check-in & check-out, and provides personalized service throughout their stay to the satisfaction of the customer.
• Process customers’ reservations by using VIPR/INTER RIDE, OPERA & PATRON management systems.
• If authorized, grant marker authorization limits to qualifying customers.
• Attend special event functions when appropriate to promote marketing efforts and greet customers.
• Maintain highly confidential customer information by enforcing the privacy of all guests and limits requests for information about such guests in accordance with company policies.
• Resolve customer disputes and complaints to the satisfaction of the customer and the company.
• Comply with all local laws, Title 31 and attends all the mandatory compliance and training sessions.
• Perform other job related duties as assigned.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

SUPERVISORY RESPONSIBILITIES:

• N/A

EDUCATION and/or EXPERIENCE:
Required:

• Must be able to communicate effectively in English, in both written and oral forms.
• Must be able to communicate effectively in the language for the assigned region:
• Far East Marketing – Mandarin and/or Cantonese etc.
• Japan Marketing – Japanese
• Latin America Marketing – Spanish and/or Portuguese etc.
• Korea Marketing – Korean
• India Marketing – Gujarati, Gujarati, Urdu and/or Hindi etc.
• Europe/Middle East Marketing – French, Italian, Arabic, Farsi, German, and/or Turkish etc.
• High School diploma or equivalent is required.
• Proof of eligibility to work in the country located.

Preferred:

• Minimum of two (2) years hotel operations, casino marketing, VIP services or table games.
• Bachelor’s degree.
• Previous experience working in a similar resort setting.

CERTIFICATES, LICENSES, REGISTRATIONS:

• MA Gaming License

KNOWLEDGE/SKILLS/ABILITIES:

• Able to work in the fast pace environment.
• Able to work as a team with co-workers.
• Demonstrates excellent customer service skills.
• Demonstrates savvy interpersonal skills to effectively communicate with all business contacts.
• Shows flexibility in working a variety of shifts.
• Demonstrates and maintains a professional, neat and well-groomed appearance adhering to MGM Resorts International Marketing standards.
• Able to travel domestically or internationally if necessary to meet existing customer base.

WORK SCHEDULE/HOURS:

• Regular scheduled hours : Work Days: Varies Hours: Varies
• Other – Must be flexible if needed for occasional work outside of normal business hours.