VIP Casino Host

Position Summary:

The VIP Casino Host is responsible for proactively acquiring, developing, retaining, and growing relationships with North Fork Mono Casino players, with emphasis on high-value, premium, emerging, and prospective players. The Host will prospect for new players, evaluate player potential, manage an assigned portfolio, and develop personalized strategies that increase visitation, loyalty, and long-term player value.

The position requires demonstrated Player Development expertise, including player acquisition, portfolio management, player valuation, comp utilization, VIP service, CRM/database use, and retention. The Host will maintain a professional, visible presence on the casino floor and proactively generate relationships through prospecting, referrals, approved acquisition programs, events, community/business development, and other department initiatives. Responsibilities are performed in accordance with all Company standards, policies, and procedures. This position will report directly to the Player Development Manager.

Essential Functions:

• Responsible for practicing, supporting, and promoting North Fork Mono Casino's culture and always demonstrating exemplary Service Standards.
• Develop, maintain, and grow professional relationships with high-value, premium, emerging, and prospective players by understanding their preferences, gaming activity, and individual needs.
• Manage an assigned player portfolio and develop strategies to increase player acquisition, visitation, loyalty, retention, and overall player value.
• Proactively identify and acquire new players through casino-floor prospecting, referrals, networking, approved marketing campaigns, events, and local and regional business-development opportunities.
• Maintain a visible presence on the casino floor to identify prospects, engage existing Rewards Program members, promote enrollment, and develop new player relationships.
• Utilize player tracking, CRM, and casino database systems to identify prospects, evaluate player activity and potential, document player interactions, and guide Player Development strategies.
• Maintain accurate and timely player records, including contact history, preferences, offers, development strategies, and follow-up activities.
• Conduct proactive player outreach through telephone, written and digital communications, invitations, and other approved methods to acquire, develop, and retain players.
• Exercise sound judgment when utilizing approved comp authority and ensure all comps and player benefits are consistent with player performance, established guidelines, internal controls, and departmental procedures.
• Provide exceptional service and resolve player concerns promptly and professionally within established authority, escalating matters appropriately when necessary.
• Assist with VIP experiences, special events, tournaments, promotions, dinners, and other activities designed to support player acquisition, retention, and development.
• Monitor competitor properties, market conditions, player trends, and industry developments and communicate relevant information to Player Development management.
• Meet established Player Development goals and performance objectives related to player acquisition, visitation, retention, portfolio development, and player value.
• Other job-related duties as assigned.

Required Skills/Abilities:

• Exceptional verbal and written communication skills with guests, high-value players, Team Members, Management, and external contacts.
• Demonstrated ability to establish, develop, and maintain professional relationships with high-value and prospective casino players.
• Strong prospecting and business-development skills, including the ability to identify potential players, initiate relationships, overcome objections, and convert prospects into casino guests.
• Strong understanding of Player Development principles, including player valuation, player tracking, theoretical win, reinvestment, comp utilization, segmentation, acquisition, and retention.
• Ability to manage a player portfolio, prioritize high-value opportunities, and independently develop strategies to increase visitation and loyalty.
• Strong interpersonal, relationship-management, public-relations, organizational, and time-management skills, with knowledge of casino operations.
• Ability to work independently with minimal supervision, manage multiple high-value player needs, and exercise sound judgment under pressure.
• Strong computer skills and ability to use Microsoft Office, casino player tracking/CRM systems, and other technology used to manage and analyze player activity.
• Ability to communicate professionally in sensitive or confrontational situations, including communicating denials, explaining policies, resolving concerns, and de-escalating difficult situations with tact.

Minimum Qualifications:

• High school diploma or GED required.
• Minimum of three (3) years of direct Casino Host/Player Development experience required, with a proven history of player acquisition, relationship management, player retention, and portfolio development.
• Demonstrated experience using casino player tracking/CRM systems and interpreting player activity for development and retention.
• Demonstrated experience working with high-value and VIP players in a casino environment.
• Demonstrated ability to prospect for and acquire new players through proactive relationship development.
• Must be able to obtain and maintain a Gaming License from the Tribal Gaming Commission, which includes passing a background investigation.
• Must be at least 21 years of age

Physical Requirements:

• All work is performed on site in Madera, CA.
• Requires manual dexterity to perform job related functions.
• Ability to sit, stand or walk for the duration of their shift.

Work Conditions:

Team Members will be in constant contact with fellow Team Members and Guests. Work includes the maintenance and care of the assigned work area. Work is typically in an area which may be unusually hot, cold, noisy, and may contain secondhand smoke. Work may be performed in a confined area. Performance of job duties will require standing, walking, lifting, reaching, pushing, pulling and grasping. Work may be scheduled at various hours, including working overtime, and during evening, weekends, and holidays. Work may entail trained chemical usage.

Important Notices:

• When selecting candidates for employment, qualified Native American applicants will be given preference over non-Native American applicants, provided they meet the minimum qualifications for the position.
• This job description is not an exclusive or exhaustive list of all job functions that a Team Member in this position may be asked to perform from time to Duties and responsibilities can be changed, expanded, reduced, or delegated by Management to meet the business needs of the property.