Casino Service Host

Job Description

The Casino Service Host will be an extremely guest-centric role responsible for completing arrival and departure transactions for our casino guests checking in / out of the hotel.

Casino Service Hosts will assist in booking all dinner, show, entertainment, and any additional requests for our casino guests.

The Casino Service Host will constantly strive to exceed guest expectations through gracious and personalized service. The ideal candidate for this position will possess inherent guest service skills, a passion for guest care, and a commitment to proactive service and recovery as necessary.

Additionally, Casino Service Hosts are resources for all guest questions and are empowered to assist casino guests when resolving any guest concerns.

Job Responsibilities

• Always maintain an upbeat and positive attitude
• Process check-in and check-out transaction for casino guests
• Acts as a liaison on behalf of the Casino Host Team, Executive Host Teams, and Player Development teams to service casino guests
• Work as a part of a team to assist and service casino guest needs
• Ensure that all guests are assisted in an efficient and courteous manner. Resolve complaints and issues effectively while escalating concerns as appropriate.
• Must be knowledgeable of, and be able to explain, games offered by the casino, current marketing events, promotions and programs along with benefits and privileges of using a Wynn Rewards gaming card.
• Supports and assists in promoting new Wynn Rewards enrollments.
• Arrange reservations, transportation and accommodations for guests.
• Use sound judgment and make decisions in accordance with established comp and expense guidelines.
• Answering all incoming phone calls at Host desk and on duty phones
• Assist with player development, casino events.
• Maintains a professional courteous attitude towards all guests (internal and external) and employees
• Aptitude for fostering positive relationships between guests and colleagues
• Perform other related duties as required.

Qualifications

Competencies

• Outstanding guest service and communication skills for telemarketing and greeting guests.
• Ability to think independently in making real-time decisions to maximize guest service experience.
• Highly organized, self-motivated and detail oriented.
• Possess sharply honed interpersonal skills, inspire confidence and exude authenticity with regard to both guest and team interactions.
• Effective time management skills and ability to perform multiple tasks simultaneously.
• Technical capacity : proficiency in Microsoft Office, specifically Outlook, Word and Excel are preferred.
• Must present well-groomed and highly professional appearance at all times.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

• This job operates in a casino (smoking) environment
• Must be able to stand or sit for extensive period of time
• Must be able to lift 25lbs.
• Ability to perform reaching, stooping, and / or crouching motions repeatedly

Position Type / Expected Work Hours

This is a full time position. Must be flexible regarding schedule with the ability to work varied days, times, nights, holidays, events and weekends.

Education and / or Experience

• High school diploma.
• Additional education or related marketing training preferred.
• Three (3) years of previous experience in casino, hospitality, telemarketing or other guest service environment.

Language Skills

• Ability to read, analyze, and interpret documents, such as policy and procedure manuals, instructions, emails and other related documents.
• Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus.
• Ability to write detailed instructions and correspondence.
• Ability to effectively present information in one-on-one and group situations.
• Excellent written and verbal communication skills required

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws confidential according to EEO guidelines.