Executive 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
• Multilingual preferred
• 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!