Executive Casino Host
As an Executive Casino Host, you will drive casino profitability by developing strong long-term relationships with high-end customers and VIPs of our BetMGM brands, with the aim of extracting maximum value within their respective brands. With responsibility for a defined set of casino players, you will be tasked with achieving company objectives through effective sales and telemarketing. This will involve increasing the retention rates of our high-end customers and VIPs, applying sound judgement and decision making when managing customer reinvestment and developing potential new business into successful long-term growth.
- Passionately maintain and establish relationships with current and potential guests to promote and sustain a high level of player recognition and service.
- Engage with our players promoting BetMGM to build customer loyalty and increase frequency of their visits
- Responds to and address all guest requests, questions, and concerns in a timely manner
- Own the guest experience in any situation by using problem solving skills to WOW the guest
- Establish and maintain a comprehensive player database.
- Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs
- Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts and escalations including out of office hours when necessary.
- Maintain a personalized relationship with players, to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, to offer an industry leading customer service experience tailored to the needs of the individual.
- Create new business revenue by understanding, targeting and developing relationships with potential high value players
- Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms
- Will communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys and the reactivation of lapsed members
- Utilize daily reporting and analysis to assist with making sound business decisions
- Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered within strategy in agreed timescales.
- Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively.
- Fully complies with and upholds company expectations including policies, procedures, department goals and business strategy.
- Conducts themselves with the highest level of integrity and honesty
- Proactively identify service failures by taking immediate action to resolve whilst notifying relevant stakeholders.
- Handles difficult customer interactions and situations in a calm, professional, and reasonable manner.
- Tasked with filling special events, while also participating in offsite Casino Marketing events and making these events “Legendary” for our guests
- Must be able to stand or sit and operate computers and other technological devices for extended periods of time
- Bachelor’s degree or College Diploma preferred in related field
- Proven experience in digital or land-based gaming, customer service, concierge, Luxury Hospitality or other account management.
- Relationship driven, computer literate with an emphasis on Excel, excellent communication skills and telephone etiquette.
- Detail oriented with effective time management skills and the ability to produce results while working under pressure.
- The ability to work independently, offer top tier customer service and identify customer trigger points
- Analytically curious with the ability to think outside the box to resolve issues quickly and effectively
- Excellent knowledge of gaming and the gaming industry
- Experience hosting customers within a Hospitality environment
- The ability to travel and attend off property events as needed
- Medical, Dental, Vision, Life, and Disability Insurance
- 401(k) with company match
- Pre-tax spending accounts including health care FSA and commuter savings
- Flexible paid time off
- Professional development reimbursement and ongoing skills training opportunities
- Employee resource groups
- Swag, ticket giveaways, and more!
BetMGM is a leading US sports betting and online gaming operator, formed in 2018 as a joint venture between MGM Resorts International and Entain. Headquartered in Jersey City, New Jersey, it holds exclusive access to MGM's land-based and online sports betting, poker and casino businesses across the United States and Canada. The company operates the BetMGM, Borgata Casino, Party Casino and Party Poker brands and is one of the largest operators in the regulated North American market. Its products combine online sportsbook, casino and poker with MGM's nationwide network of casinos.
