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

• 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.