Job Title: Casino Host

Department: Player Development
Reports To: Manager, Player Development

Position Summary

Under the general direction of the Manager of Player Development, the Casino Host is responsible for building and maintaining relationships with VIP and high-value guests, delivering exceptional service, and driving loyalty and incremental revenue. In this role, you will build and manage a personal Book of Business, monitor guest activity, provide personalized experiences, promote property events, and use targeted sales and telemarketing strategies to increase engagement, visitation, loyalty, and revenue. The Casino Host is essential in creating memorable experiences that strengthen guest loyalty and support the overall success of the property.

Key Accountabilities

The Casino Host plays a critical role in enhancing the VIP experience, driving guest loyalty, and contributing to overall property success:

• Guest Relationship & VIP Service: Build and maintain a Book of Business of VIP guests, providing personalized attention, executing VIP requests, and delivering seamless service. Gather guest preferences and insights to tailor memorable experiences.
• Player Development & Revenue Growth: Monitor guests play for recognition, reinvestment, rewards, and incentives. Approve comps according to guidelines, identify new business opportunities, and drive VIP carded play through loyalty program promotion and targeted sales strategies.
• Telemarketing & Outreach: Proactively contact active and inactive guests via phone, email, and social channels to increase visits, promote brand loyalty, and communicate events, promotions, and amenities. Strengthen relationships and generate repeat visitation.
• Event Support & Execution: Assist with planning, coordinating and executing VIP events on-site and off-site. Maintain knowledge of property events, promotions, and entertainment to enhance guest experiences.
• Data & CRM Utilization: Use CRM tools to analyze guest activity, identify potential VIPs, and recommend reinvestment strategies. Collaborate with management to develop initiatives that drive engagement and revenue growth.
• Cross-Department Collaboration: Work with Marketing, Operations, and other teams to ensure a seamless, high-quality guest experience and maintain strong internal relationships. Commitment to safeguarding sensitive data and upholding confidentiality standards
• Responsible Gaming & Compliance: Promote responsible gaming practices, report guest concerns, and ensure compliance with company policies, licensing laws, and health and safety regulations. 
• Additional Duties: Handle guest concerns professionally and promptly and perform other duties as assigned.

Education and Qualifications

• Post-secondary education or a suitable combination of education and experience (asset).
• Minimum 2 years’ experience in guest/customer service; experience in casino hosting, hospitality, sales, or telemarketing preferred.
• Strong communication and interpersonal skills with the ability to build rapport quickly.
• Proven ability to meet outreach and sales goals using telemarketing, prospecting, and follow-up strategies.
• Experience or understanding of Casino Table Games an asset; knowledge of casino operations, loyalty programs, and player tracking systems preferred.
• Exceptional problem-solving and guest service skills; ability to work under pressure and adapt in a fast-paced environment.
• Self-motivated with strong organizational and time-management abilities.
• Solid knowledge of MS Office and CRM systems.
• Bilingualism or additional language skills is an asset.
• Flexible schedule including evenings, weekends, holidays, and peak operational periods.
• Valid Driver’s License: travel between sites may be required.
• Ability to successfully obtain and maintain a Gaming License.

Great Canadian Entertainment is committed to diversity, equity and inclusion and we welcome all qualified applicants to apply to join our team of unique contributors. We accommodate people with disabilities throughout the recruitment and selection process and applicants are encouraged to advise Human Resources in advance if accommodation is required. We thank all applicants for their interest and will contact those qualified to continue in the recruitment process.