Casino Host/Hostess

The doors open and the energy of ACE Casino- Airport welcomes you through endless entertainment options, amazing dining and captivating games... all working together to create a thrilling experience! The Casino Host/ess is part of a team dedicated to curating and executing an amazing individual customer experience.

We are looking for a Casino Host/ess who has exceptional customer engagement skills and takes pride in developing business via elevating the personalized customer experience.

Job Overview:

The Casino Host/ess ACE Casino- Airport acts as the first point of contact
for our guests and plays a key role in crafting exceptional VIP engagement
experiences. This position professionally manages guest experiences in an
active, hands-on manner, via collaborative coordination of individual and
event-based experiences with multiple internal stakeholders, both on-site and
at third-party venues. This role reports to the Player Development Manager.

In a nutshell, the Casino Host/ess build strong, long-lasting relationships
with our customers by building and curating experiences that provide a
personalized touch through learning customer gaming and entertainment
preferences. The Casino Host/ess act as ACE Casino's customer engagement
ambassador, making every moment count!

Responsibilities & Duties

Relationship Cultivation & Development

•
Actively and continually
cultivating and organizing individual VIP guest knowledge base, built on a high
level of personal detail retention such as general gaming likes and dislikes,
dining preferences, sport/entertainment/personal interests.

•
Creating, tailoring and curating
experiences with the goal of engaging interests to drive repeat attendance and
engagement, and VIP guest retention.

•
Leveraging VIP guest knowledge
to drive additional engagement and event attendance.

•
Completing administrative tasks
associated with player development, as well as engaging with interdepartmental
stakeholders to provide feedback on guest experiences, successes, challenges
and potential new engaging events and/or experiences.

•
Building, retaining and growing
VIP player database.

Marketing & Promotions

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Engaging in direct personalized
marketing events via in-person interactions, as well as social media,
email/calls.

•
Executing internal and external
loyalty programs, events or device launches via direct VIP guest engagement.

•
Participating in the development
and maintenance of marketing tracking tools, databases, etc.

•
Analytical tracking of VIP
player visitations, event participation, average bets per spin, preferred games
or game types.

•
Determining complimentary item
per VIP guest distribution via tracking tools.

•
Actively maintains and builds on
the ACE Casinos brand- as the industry leader in exceptional VIP guest
experiences and services.

Administrative

•
Oversee and seek continuous
improvement of the delivery of services to VIP guests.

•
Completion of detailed
post-event, promotion or engagement reports.

•
Collection and tabulation of
internal engagement costing on micro and macro levels.

•
Monitor and adapt VIP guest
experience during live events or promotions- includes monitoring event area
activities, cleanliness, service levels and driving engagement or conversation.

•
Complete reservations or event
seating, upon request or as directed.

•
Respond to VIP guest concerns,
feedback and respond or escalate as necessary.

•
As necessary, tend directly to
major electronic devices which may require removal of electronic parts.

•
Other duties as assigned or
directed.

Experience & Education

•
High school diploma or
equivalent.

•
Post-secondary Hospitality
Diploma or equivalent, considered an asset.

•
Previous Casino Host experience
specific to gaming or slots, considered an asset.

•
Minimum one (1) year
tradeshow/event hosting considered an asset.

•
Minimum one (1) year host/Maître
d experience considered an asset.

Skills & Abilities

•
Proven excellent customer
service focus.

•
Experienced and comfortable
public speaking- small to large group engagement and events.

•
Professional and engaging
demeanor, capable to tactfully engage patrons.

•
Exceptional English verbal and
written communication skills, with an emphasis on sales, engagement and
positive experience generating.

•
Basic to intermediate knowledge
of MS Office Suite (Outlook, Word, PowerPoint and Excel).

•
Maintain focus in a high volume,
high engagement environment while achieving assigned goals and tasks.

•
Lead, engage and adapt in high
or low attendance events.

•
Accountable, dependable and
collaborative with all levels of internal leadership.

Requirements

•
Must be at minimum 18 years of
age or older.

•
Must have a valid, unrestricted
class 5 driver’s license.

•
Must have a clean driver’s
abstract.

•
Must have or be able to produce
a clean Criminal Record’s Check.

•
Must have or be able to obtain
an AGLC Registered Gaming Worker’s License.

•
Must have or be able to obtain
the following licenses or permits:

•
Deal Us In- Phase 1

•
ProServe

•
Anti-Money Laundering (AML)

•
Lotto Learn

•
Must be available on a flexible
basis, which includes day, evenings, overnight, weekends and holidays.

Work Conditions and Physical Requirements

Frequent Walk/stand - Must be able to walk/stand
throughout much of the shift throughout all outlets of the Casino and
third-party venues (as required).

Frequent Talk/hear - Must be able to detect,
determine, identify, observe, inspect, collect and professionally communicate
information, and assess- in relaxed or high volume/high pressure
environments. This positions frequently communicates with guests and
employees throughout the entirety of the shift and requires attention to detail
and other cognition.

Frequent Fine Motor Skills- Repetitive use of hands
and fine tactile motor skills.

Occasional kneeling, pushing, and pulling.

Occasional ascending or descending ladders, stairs,
and ramps. May require increased frequency at third party venues.

Occasional lifting and carrying up to 25 lbs.

Frequently works in an indoor, fast-paced
environment. May require work outdoors/outside dependent on scheduled
promotional events or third-party venues.

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