Job description

Under the direction of the National Casino Marketing (NCM) Director, the National Casino Marketing Host is responsible for delivering the Best In Class experience to guests booked through the NCM program. The National Casino Marketing Host drives revenue by paying attention to detail and executing with a sense of urgency all aspects of the guest’s visit. This role is highly visible to and interactive with premium guests, and therefore requires a high level of professionalism, and championing of the goals and priorities of the Tribe in a manner that reflects and upholds the Tribal Community’s vision, mission and values.

Essential Duties & Responsibilities

1. Manages incoming calls and text messages on the NCM Host-On-Duty cellphone throughout the shift. Initiates and responds to in-person and phone contact with guests to ensure all reservations for hotels, special events and entertainment are executed efficiently. Assists guests with booking changes and inquiries regarding reservations. Communicates effectively with guests in a high call volume setting.

2. Using tools provided, locates each NCM guest on the gaming floor to initiate greets and check for satisfaction at least once per shift.

3. Manages NCM arrivals; communicates to designated personnel for escort and delivery of amenities. Confirm airport pick-up with the guests and the Transportation department. Assist with club card sign up, hotel check in, and event registration.

4. Manages NCM departures: settle hotel folio according to the department’s reinvestment matrix. Confirm airport drop-off with the guests and the Transportation department.

5. Liaises with other departments to ensure guests’ needs are met promptly and to the guests’ satisfaction. Follow through on each request to completion.

6. Explains club card benefits with expertise and builds loyalty by encouraging guests to access the casino’s amenities during their visit.

7. Escorts VIP’s to High Limit gaming, reserved games, and areas in the casino not familiar by the VIP’s.

8. Acts as an intermediary to assist other departments acquire sensitive information from the guests for Due Diligence. Exercise utmost discretion and follow procedures when handling confidential information.

9. Communicates to the next shift guests’ needs that require follow through, all issues and incidences that occurred during the day, and other pertinent information to ensure continuity in our efforts to execute memorable experiences for NCM guests.

10. Performs other duties as assigned to support the efficient operation of the department.

Education/Experience/Qualifications

• High School Diploma or GED required.
• Minimum two (2) years’ experience in customer service, sales or marketing.
• Previous experience in a Casino/Hospitality environment highly preferred.
• Intermediate proficiency in Microsoft Outlook, Excel, and Word.
• Must have outstanding communication and interpersonal skills. Ability to communicate effectively with guests, team members and management, both verbally and in writing a must.
• Must have demonstrated ability to resolve conflict and handle difficult situations.
• Must actively listen to provide optimal service tailored to guest requests.
• Ability to multi-task in a fast-paced, high demand environment required.
• Must be consistent with upholding a professional image with a polished appearance and demeanor.

Certificates/Licenses/Registrations

• At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
• A qualified candidate/employee must have a valid driver’s license with an acceptable driving record as determined by the enterprise’s insurance carrier.

San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• customer service, sales or marketing: 2 years (Preferred)
• Casino/Hospitality environment: 1 year (Preferred)

Work Location: One location

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