Position Summary: Under the general direction of the Manager, Player Development, the primary responsibility of the Executive Host, Player Development is to cultivate relationships with casino guests, primarily through acquisition, development, and retention efforts, while establishing a safe and welcoming work environment for all team members. Is responsible for assisting with the planning and directing of player development programs, ensures adherence to all policies and procedures, motivates and leads by example and provides a learning environment. Develops performance objectives and evaluations for direct reports, implements player development initiatives as directed; actively participates in the recruitment and hiring process.
The Executive Host, Player Development is accountable to help deliver on the mission of Great Canadian Casino Resort Toronto being the leading gaming, entertainment and hospitality provider in Canada. Ensures all Player Development events are executed with great care, finesse and high energy while aligning with corporate objectives. Ensures adherence to all policies and procedures.
Key Responsibilities
- Provides strong leadership, direction and mentoring to the player development operation and delivers performance evaluations for direct reports;
- Implements player development and retention strategy plans as directed;
- Liaises closely with the Manger, Player Development and Executive Director, Casino Marketing on program campaigns and initiatives;
- Monitors the budget to actual, providing recommendations on areas for optimization;
- Responds to and resolves issues as escalated;
- Ensures compliance with licensing laws, health and safety and other statutory regulations;
- Develops and cultivates strong working relationships with all stakeholders: guests, team members, vendors and regulators;
- Develop relationships with VIP players that allow for attentive, non-invasive service to individuals with the heightened sensitivity of a high net worth individual
- Provide security to existing revenues by assuring customer retention through recognition and continuation of the triggers that secured this business segment
- Oversee promotion and progress of the loyalty programs as it relates to current and emerging VIP players
- Exercise discretion to provide complimentary incentives to players that exceed their expectations, but not their value using emotional triggers and tactics
- Devote significant time to being visible on the gaming floor to ensure confidence in the Executive Hosts overall leadership brand in the heart/minds of VIP players
- Complete accountability to VIP players with 24-hour direct or assigned access to the premium gamer no matter the time/day of their need
- Responsible for the player selection, invitation and hosting for off-site events included but not limited to sporting events, recreational activities, dinners and group travel
- Responsible for outer market player development through referrals and/or off-site player development parties and events in a geographic location with gaming potential for the property
- Aggressively utilize “monthly player reports”, and frequently walk the casino floor looking for un-hosted players.
- Aggressively tele-market guests, track activity / responses in tracking tools and book reservations.
- Staff key contact points on property: Host Office, Loyalty Desks, Gold/Elite Lounges, High Limit areas as necessary.
- Meet and achieve all goals as related by the management team, including, but not limited to, activity, production, telemarketing and reservations goals.
- Support all promotional and special event offers through bookings and participation with guests when applicable; i.e. special events.
- Determine how and when to offer comps based upon game type and theoretical earning, betting styles, estimated player worth, and competitive evaluation.
Additional Duties & Responsibilities:
- Communicate promotions, offers, as well as property and industry knowledge to our guests effectively.
- Efficiently respond to guest requests and ensure guest satisfaction and loyalty.
- Effectively promote the features and benefits of The Rewards Program vs. the competition by cold calling.
- Convey the terms of all offers and promotions, and effectively secure reservations.
- Meet and communicate with prospective and existing guests on the gaming floor.
- Maintain office and administrative work.
- Safety is an essential function of this job.
- Consistent and regular attendance is an essential function of this job.
- Perform other related duties as assigned.
Ensures compliance with licensing laws, health and safety and other statutory regulations
Education and Qualification Requirements:
- Minimum 5 years of marketing experience in sales/sales management; marketing experience, loyalty program experience;
- High School diploma; Post-secondary education in commerce, marketing, hospitality, public relations or management an asset or suitable combination of continuing education and strong experience considered;
- Ability to exceed internal and external guest expectations through timely, effective and service oriented communication;
- Computer fluency in MS Office suite.
- Ability to speak multilingual is considered an asset
Work Environment Considerations: Regular office environment, non-traditional work hours may be required in certain circumstances.
- Fast paced with multiple priorities, deadlines and deliverables; exposure to some conflict, distress and noise;
- This role requires a flexible schedule that adapts to the business needs of a 24 hour operation; will have non-traditional work hours including evening and weekend shifts.
Great Canadian Gaming Corporation is committed to diversity, equity and inclusion and we welcome all qualified applicants to apply to join our team of unique contributors. We accommodate people with disabilities throughout the recruitment and selection process and applicants are encouraged to advise Human Resources in advance if an accommodation is required. We thank all applicants for their interest, and will contact those qualified to continue in the recruitment process.
