Casino skills proc

5 min read

A casino host needs a variety of hard skills to excel in their role. These include customer service, reservations, and telemarketing. They must also possess excellent interpersonal skills, with the ability to build one-on-one relationships and handle customer complaints in a professional manner. According to a casino host resume, they must also be able to "analyze guest accounts to approve casino complimentary services."

When it comes to soft skills, a casino host must have excellent guest service and be able to "walk the casino floor meeting and greeting players." They must also be able to "mediate communication between every property department regarding guest requests, property events, and guest experience complications." A casino host also "reaches out to casino guests to sustain the relationship by private events, marketing, and special invites."

Customer service is the act of providing support and assistance to customers before, during, and after a purchase. Casino hosts use customer service by creating and implementing strategies to improve relationships with VIP customers, generating revenue through personal relationships with guests, and ensuring excellent service during guest visits. They also maintain communication and overall knowledge of casino operations, develop customer loyalty, and promote positive public and employee relations.

• Created and implemented a variety of innovative strategies for greatly improving customer service while maintaining and cultivating relationships with VIP customers.
• Generated revenue by establishing and cultivating professional relationships with existing and potential customers while providing excellent customer service.

Reservations are bookings for services or accommodations, such as hotel rooms or restaurant tables. Casino hosts use reservations to arrange various services for their guests, including hotel stays, dining, transportation, shows, and other events. They may also book reservations for their guests at other casinos, as well as for golf tee times and other activities. This allows them to create customized experiences for their guests and ensure that they have everything they need for a comfortable and enjoyable stay.

• Exceeded assigned marketing goals with reservations and guest participation, while maximizing profitability
• Verified accuracy of VIP guestroom confirmations, files reservations and confirmations.

The casino floor is the area within a casino where gambling takes place. Casino hosts use the casino floor to meet and greet guests, promote events and programs, and identify potential high-end players. They also circulate the floor to provide complimentary amenities, address problems, and communicate with guests.

• Walk the casino floor meeting and greeting players and getting them to sign up for our reward program.
• Worked as a casino marketing representative on the casino floor in the high dollar slot machine area.

Guest service is the act of providing exceptional customer service to guests. Casino hosts use guest service by interacting with internal and external customers during every encounter, planning and executing promotions, and training future hosts to perform their duties with the highest level of guest service. They also sign up guests for new membership cards, provide guest services, host casino promotions, and handle guest issues. They work in conjunction with all staff members to enhance guest service and the overall image of the casino.

• Display exceptional guest service to both internal and external customers during every encounter.
• Positioned within Guest Services Division primarily hosting executive clientele and high-end casino officers

Player development is the process of building and maintaining relationships with players to promote loyalty and retention. Casino hosts use player development by hosting events, coordinating marketing activities, and seeking out new players to inform them of the benefits of these programs. They also implement changes to guest retention and recognition, and refer guests to appropriate executive hosts or player development services.

• Host player development and marketing activities to ensure the development of one-on-one relationships and future business.
• Developed and implemented the current profitable marketing strategy for the Player Development department.

Telemarketing is the act of selling products or services over the phone. Casino hosts use telemarketing to identify and intercept VIP players on the floor and off property. They also use telemarketing to grow their database, increase customer trips, and boost the casino's profitability. They maintain close ties with targeted guests through personal contact and telemarketing calls, and they initiate contact with new guests through person-to-person and telemarketing efforts.

• Identify and intercept VIP players on the floor, off property, via referrals and telemarketing efforts to grow the database.
• Establish new and existing guests through telemarketing, letters and emails to increase customer trips to boost the casino's profitability.

VIP stands for "very important person." Casino hosts use VIP to anticipate the needs of guests and determine their eligibility for complimentary services. They build relationships with valued customers by utilizing marketing and upscale sales techniques. They also maintain current VIP player information and respect their guests' confidentiality.

• Anticipated needs of VIP guests and determines player eligibility of complimentary services consistent with Company guidelines.
• Build loyalty among valued VIP customers by developing relationships effectively utilizing marketing and upscale sales techniques.

Good guest relations are vital for casino hosts, who strive to maintain excellent guest relations through communication, rapport-building, and consistent service. They welcome and provide excellent service to guests, handle cash registers, and even receive recognition for their efforts.

• Maintain excellent guest relations, goodwill and confidentiality with targeted clients through all forms of communication
• Greeted and welcome guests, establish rapport, and provide excellent guest service.

Exceptional guest refers to the act of treating guests with superior hospitality and attention to detail. Casino hosts use exceptional guest by demonstrating it to both internal and external customers in every interaction, as well as building brand loyalty through extensive client contact and unique revenue generation opportunities.

• Demonstrate exceptional guest courtesy to both internal and external customers with every Interaction.
• Provided an exceptional guest experience and built brand loyalty through extensive client contact and development of unique revenue generation opportunities.

Table games are games played on a table, such as blackjack and baccarat. Casino hosts use table games to identify and approach new high-level players, establish relationships with guests, and assist with general clerical functions in the table games department. They also work overnight shifts to help with VIPs from slots and table games.

• Will input new and current player- rating information and assist table games department personnel in general clerical functions.
• Worked table games area to identify and approach new high-level Black Jack and baccarat players.

Repeat business refers to the practice of consistently returning customers. Casino hosts use repeat business by marketing to new and existing guests, developing personal relationships with regular customers, and ensuring customer satisfaction. They guide guests from start to finish, staying within established complimentary guidelines, and create long-term relationships to ensure repeat visits.

• Market new and existing guests to build repeat business for the casino.
• Develop new and repeat business through networking, marketing and referrals.

An LMS is a learning management system used for managing and delivering course materials. Casino hosts use LMS to manage their training and development programs. They use it to track and record their progress and access course materials. For example, one casino host mentioned having experience with AS400 systems, CMS, and LMS.

• Experience with AS400 systems, CMS and LMS.

Customer complaints are grievances or dissatisfactions that customers express about a service or product. Casino hosts use customer complaints by resolving and following up with them on a daily basis. They assess the situation, take action, and follow the casino's procedures to resolve the issue. They also handle and correct all customer complaints or problems and assist in resolving customer disputes.

• Solve miscellaneous customer complaints, referring to the appropriate supervisor when necessary.
• Resolve and follow up with any customer complaints and issues that may arise on a daily basis.

• Implement customer satisfaction program through follow up and communication.
• Implemented company's policy and resolved customer's grievances with high rate of customer satisfaction, tracked by customer surveys.

• Researched hotel booking options available during requested travel dates to identify the best scenario for each customer.
• Drive trips to our property as well as assistance in booking at our sister properties.

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