About the position

The Encore Boston Harbor Executive Host – Domestic Casino Marketing is responsible for developing and coordinating programs to attract premium and high-limit players and host such guests to ensure guest satisfaction and repeat visits. Work requires superior communication skills and judgment, as position is called upon to interact frequently and develop relationships with high-limit customers, and make discretionary business decisions. Responsibilities include, but are not limited to: implementing the department strategy; maximizing opportunities for departmental and company success; maintaining all Encore Standards; and ensuring excellent guest and team member experience. Work with customer contact departments to implement strategies and programs to cultivate the market for new and existing high-limit casino guests.

Responsibilities

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
• Participate in the execution of short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement. Identifies key drivers of success.
• Actively contributes to departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
• Verifies that all applicable internal policies, federal and state laws, rules, regulations and property-wide controls are enforced within the department.
• Delivers and maintains a maximum level of service.
• Contributes to company-wide communication and best practices.
• Keeps informed of all new developments within the department.
• Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
• Monitor existing high-limit guest programs and develop knowledge of customer betting habits, credit situation, and levels of participation in order to manage programs to ensure maximum profit margins, adequate play levels, and appropriate cost control.
• Host high-limit guests and accommodates their needs within program guidelines to ensure guest satisfaction and encourage return visits.
• Award customer complimentaries based on gaming action and program guidelines.
• Coordinate, set up, and confirm guest rooms, meals, and gaming reservations.
• Assists guests with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort.
• Organize special functions (parties, tournaments, etc.) and participates in telemarketing efforts to invite customers to special event, individual visits, and/or obtain feedback on customer satisfaction.
• Works with safety as a priority, and follows department and company safety standards.
• Maintains relevant knowledge of industry through continuing education and training.
• Performs any other job-related duties as assigned.

Requirements

• 21 years of age or above.
• Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.
• High school degree or equivalent required.
• Minimum 3 years of experience required.
• Computer skills and knowledge of Microsoft Office, a plus.
• Outstanding organizational and interpersonal skills, as well as excellent attention to detail.
• Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.
• Ability to respond to common inquiries from other employees or guests.
• Conversational English required.
• Ability to write instructions.
• Ability to effectively present information.
• Ability to compute basic mathematical calculations.
• Ability to decipher various reports and maintain reports upon request.
• The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Essential responsibilities include moderate physical ability such as lift or maneuver at least fifty (50) pounds, and varied instances of standing/walking.
• Must be able to interact with internal and external guests in a professional manner.
• Reliable, consistent, and punctual attendance is required.

Nice-to-haves

• Hospitality, Casino or VIP Services experience preferred.
• Computer skills and knowledge of Microsoft Office, a plus.