CASINO HOST JOB DESCRIPTION

A Casino Host manages the relationship between a gaming property and its most valuable guests. On any given shift, this person is navigating the casino floor, responding to player concerns, and making complimentary decisions grounded in tracked play data and reinvestment guidelines. The role sits within player development or guest services and carries direct accountability for revenue retention among rated players. Gaming Commission compliance and Players Club program integrity define the boundaries of every decision made.

As the Casino Host, you drive guest visitation and loyalty by converting floor interactions, direct mail campaigns, and phone outreach into measurable revenue growth for the gaming property. The role operates across table games, slot floors, and off-property events, reporting into the Player Development or Guest Services department and collaborating closely with marketing and gaming operations teams.

Career Impact: Experience managing a rated player portfolio gives Casino Hosts quantifiable sales and hospitality credentials that transfer across gaming, hotel, and entertainment sectors.

Business Impact: The Casino Host directly determines whether high-worth players return, making this person the primary retention mechanism for the revenue segments that matter most to the property.

Growth Opportunity: Consistent performance in guest development and complimentary decision-making opens advancement into VIP Host, Player Development Manager, or regional casino marketing roles.

• Develop and maintain personal relationships with new, returning, and high-worth guests to grow the rated player portfolio.
• Enroll guests in the Players Club program and educate them on card benefits, point accumulation, and promotional offers.
• Monitor tracked play data to make complimentary decisions aligned with reinvestment guidelines and overall profitability.
• Resolve guest concerns, conflicts, and complaints on behalf of the property in a fair and timely manner.
• Represent the property at off-site events including community functions, trade shows, and hosted dinners to generate new player leads.
• Coordinate with marketing to support direct mail campaigns, drawings, and property-wide promotional events.
• Maintain shift documentation and forward reports through the proper chain of command per departmental SOPs.
• Announce drawings and special promotions via the public address system and on-floor player engagement.

• High school diploma, GED, or equivalent; bachelor's degree or equivalent combination of education and experience accepted.
• 2 or more years of guest service experience, with demonstrated ability to manage high-volume patron interactions.
• Working knowledge of Players Club or CMP database programs and how player data informs complimentary decisions.
• Familiarity with casino gaming products including table games and slot machines sufficient to advise guests accurately.
• Ability to make sound judgment calls on complimentaries based on rated play, earned points, and profitability guidelines.
• Strong verbal and written communication skills with comfort resolving conflict in a fast-paced gaming environment.
• Compliance with all applicable Gaming Commission regulations and property departmental policies and procedures.

• Prior experience in a Casino Host, VIP Service Host, or player development role within a licensed gaming property.
• Background in sales, telemarketing, or hospitality with a measurable track record of guest acquisition or revenue growth.
• Proficiency in office productivity software sufficient to prepare reports, correspondence, and guest portfolio documentation.
• Multilingual ability, particularly in languages serving the property's target guest demographics.

• Players Club enrollment rate, tracking conversion of floor interactions into active member accounts.
• Complimentary decision accuracy, measured against reinvestment guidelines and rated play thresholds.
• Return visitation rate of managed guest portfolio, reflecting relationship quality and outreach effectiveness.
• Shift documentation completion rate, ensuring reporting chain and SOP adherence across all guest interactions.
• Off-property event lead conversion, tracking new rated players sourced from community and hosted functions.
• Typical tools: Player tracking and CMP platforms (commonly LMS or equivalent); office productivity software (commonly Microsoft Office suite).

• Base Salary Range: $38,000 to $58,000 per year depending on property size and market.
• Bonus: Performance-based incentives tied to player retention and revenue metrics.
• Equity: Not typically offered in this role.
• Health Benefits: Medical, dental, and vision coverage standard.
• PTO: 10 to 15 days annually plus paid holidays.
• Common Perks: Complimentary meals, shift differential pay, gaming property discounts, uniform allowance.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Successful completion of a background check, which may include criminal history and employment verification, is a condition of employment for this role. All qualified applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the hiring process upon request. Candidates must be legally authorized to work in the United States.

The Casino Host owns guest relationship management across the casino floor, monitoring Players Club Membership data to inform patrons of perks and respond to concerns in line with Department Standard Operating Procedures. Working alongside Gaming personnel and property leadership, this role supports customer retention and satisfaction by maintaining communication processes that keep service standards at the forefront of every shift.

Key Responsibilities

• Provide excellent customer service for all internal and external customers.
• Provide solutions for customer concerns and continually focus on customer service as our top priority.
• Develop, maintain and facilitate effective relationships, communication processes, and activities with all Gaming personnel and all other internal and external customers.
• Use Players Club Membership information to monitor all guests play and inform customers of perks when using their card.
• Provide information to guests on promotions as requested.
• Handle guests concerns when they arise.
• Answer complaints when appropriate.
• Forward all information through the proper chain of command adhering to Department Standard Operating Procedures.
• Keep abreast of current Oneida Casino special events calendar and community current events.
• Complete shift paperwork and forward reports as requested.

Qualifications & Experience

• High School Diploma, HSED Diploma or GED Certification.
• Equivalent combination of education and experience may be considered.
• One year of Casino work experience.
• One year of CMP database experience.
• Two years of customer service experience.
• Travel may be required for training, meetings, conferences, presentations, and other events.
• Work performed in a casino setting with higher noise level where cigarette smoke may be prevalent.
• Frequent interaction with employees and patrons.
• Evening and weekend work frequently required.

Reporting to property leadership, the Casino Host shapes gaming revenue growth by building targeted relationships with high-worth specialty market guests through telemarketing, direct mail, email, and in-person outreach at both on- and off-property events. Partnering with marketing and gaming operations teams, this role advances Baccarat table game revenue and VIP guest engagement by translating rated play data and reinvestment guidelines into sound complimentary decisions.

Primary Duties

• Identify and develop personal relationships with new and first-time specialty market guests.
• Promote a positive influence in the specialty market community and participate in company-sponsored events.
• Attend off-property specialty market events in the community including golfing events, trade shows, store openings, and dinner parties.
• Create specialty market events, both gaming and non-gaming.
• Increase Table Games Baccarat gaming revenue and develop plans accordingly.
• Accompany guests at meals and other activities or events.
• Analyze data as needed for the determination of high-end players.
• Develop relationships with guests and the property through telemarketing, email marketing, direct mail, and in-person contact.
• Proactively network with existing guests and various social and professional circles to bring new business to the property.
• Resolve guest opportunities, conflicts, and complaints on behalf of the company in a fair and equitable manner.
• Make decisions regarding guest complimentaries based on rated play, earned points, reinvestment guidelines, and overall profitability.
• Achieve departmental sales and growth goals.
• Promote and demonstrate superior guest service.
• Remain actively involved and knowledgeable with property special events and promotions.
• Utilize provided software to build portfolios of guests' preferences and hobbies to better market and communicate with them.
• Attend and represent the company at off-property events, dinners, golf outings, and similar functions to generate new business leads.
• Assist in the development and execution of special events and promotions for VIP guests.

Skills & Qualifications

• High school diploma or equivalent required.
• Bachelor's degree from an accredited college or university preferred.
• Four years of previous sales, telemarketing, hospitality, or gaming experience preferred.
• Previous guest service experience with the specialty market community required.
• Cultural understanding of the specialty market required.
• General knowledge and understanding of casino games preferred.
• Strong understanding of Microsoft Office products with ability to learn new programs.
• Strong outgoing, enthusiastic, and friendly personality.
• Excellent oral and written communication skills.
• Proven ability to logically and independently plan, organize, and complete work.
• Ability to interact with guests, staff, and colleagues and resolve problems in a diplomatic and tactful manner.
• Ability to identify problems, collect data, analyze findings, and draw valid conclusions.
• Excellent verbal and written communication skills in English required.
• Cantonese, Korean, Mandarin, or Vietnamese language proficiency required.
• Ability to maintain flexible hours and willingness to adjust schedule to meet business demands.

Embedded within the guest services team, the Casino Host delivers player awareness and enrollment for the Wild Card Rewards program through floor interactions, phone outreach, and direct mail channels. Working closely with marketing and gaming operations, this role drives promotional participation and ensures Gaming Commission Regulations compliance across all guest-facing activities.

Core Functions

• Oversee, solicit, and identify new gaming customers for the Players Club Program.
• Demonstrate exceptional guest courtesy to both internal and external customers with every interaction.
• Provide timely and accurate enrollment into the Seminole Players Club program both at the PC desk and on the floor.
• Assist guests with promotional offers as received via direct mail or other advertising.
• Ensure all policies and procedures are followed with all required paperwork completed and filed accurately.
• Handle crowd control effectively with consideration for guests.
• Announce drawings, events, and special promotions on the public address system.

Required Qualifications

• Bachelor's degree preferred.
• Equivalent combination of education and work experience accepted.
• Minimum 6 months of experience as a VIP Service Host, Casino Host, or equivalent preferred.
• Minimum 2 years of guest service experience required.
• Experience in casino and/or hotel environment preferred.
• Experience in gaming machines and/or table games preferred.
• Proficient knowledge of CMP and LMS programs required.
• Proficient knowledge of Microsoft Office, Excel, and Word preferred.
• Exceptional guest service skills required.
• Ability to make sound complimentary decisions based on tracked customer play.
• Ability to work flexible schedules including nights, weekends, and holidays.
• Must conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures.