About The Role

The Casino Hospitality Host is responsible for creating a positive, personalized guest experience for valued players. This role involves identifying, developing, and maintaining relationships with new and existing casino guests to drive repeat visits and increase player loyalty. The host acts as a concierge, liaison, and problem-solver for high-value guests to ensure excellent service and satisfaction.

Greet and engage with casino guests, particularly VIP and high-value players, in a friendly and professional manner
Proactively build relationships with new and returning guests through face-to-face contact, phone, email, and other communication channels
Analyze player data and trends using casino management systems to identify potential high-value customers and offer personalized incentives
Coordinate complimentary services (comps), promotional offers, hotel stays, dining, show tickets, and other amenities based on player value and host discretion
Ensure guests’ needs are met and assist with reservations, special requests, and resolving issues promptly and professionally
Actively participate in on-site events, promotions, and marketing efforts to drive guest participation
Maintain accurate records of guest contacts, offers, preferences, and feedback
Collaborate with other departments (marketing, hotel, F&B, security) to ensure seamless guest experiences
Monitor and follow compliance with all regulatory requirements, including responsible gaming and anti-money laundering policies
Exemplify our core values, family style service, our mission and vision
Exemplify our DEI (diversity, equity, inclusion) culture
Performs other job related duties as assigned
High school diploma or GED required; associate or bachelor’s degree in hospitality, marketing, or a related field preferred
1–3 years of experience in casino, hotel, or high-end customer service environment
Strong interpersonal and communication skills, with the ability to build rapport quickly
Sales-oriented mindset with the ability to influence and retain customers
Knowledge of casino games, player rewards programs, and industry practices is a plus
Must be able to work flexible hours, including nights, weekends, and holidays
Familiarity with casino player tracking and CRM systems (e.g., CMS, LMS, Salesforce, or equivalent) preferred Outgoing and personable
Results-driven
Detail-oriented
Empathetic and patient
Highly organized

ADDITIONAL REQUIREMENTS

Ability to stand and walk for extended periods
May need to lift items up to 25 lbs. occasionally
Comfortable working in a noisy, smoke-filled environment
Office environment may include variable temperature and lighting levels
Casino environment may include smoke and variable temperature, lighting and noise

GUEST SERVICE (INTERNAL/EXTERNAL) STANDARDS : Employee is required to meet and deliver our core values, service standards, and family style service.

PERFORMANCE REQUIREMENTS: Must have the ability to provide internal/ external guests with service excellence, have excellent communication skills and observation skills, and have an easygoing demeanor to ensure a fun and safe environment for our guests. Above average speech – both speaking and reading/writing English. Need excellent interpersonal skills. Work requires schedule flexibility which may include days off, nights, weekends, holidays, and overtime as needed.