What are the responsibilities and job description for the Executive Casino Host position at BetMGM LLC?
Executive Casino Host
About Us
We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.
We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.
We were recognized as one of Glassdoor’s “Best Places to Work”.
About the Role
We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.
We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.
We were recognized as one of Glassdoor’s “Best Places to Work”.
About the Role
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 increase retention rates of our high-end customers and VIPs, applying sound judgement and decision making when managing customer reinvestment and develop potential new business into successful long-term growth.
Responsibilities
- 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 in order to build customer loyalty and increase frequency of their visits
- Responds to and addresses 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, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order 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 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
Essential Functions
- Must be able to stand or sit and operate computers and other technological devices for extended periods of time
Qualifications
- Bachelor’s degree preferred in related field
- Proven experience in online gaming, customer service, concierge, luxury telemarketing 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, preferably within a casino environment
- Multilingual
- The ability to travel and attend off property events as needed
About Our Culture
Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:
Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:
- Believe in Your Game – Take your shot! There’s a freedom to explore ideas usually only start-ups are lucky enough to experience.
- Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.
- Do What’s Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.
- Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.
What We Offer
As a valued employee, we’re committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!
Gaming Compliance
Candidate must comply with and support the company’s responsible gambling policies, procedures and initiatives.
This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.
BetMGM LLC is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development. If your experience looks a little different from what we’ve identified and you think you’ve got what it takes, we’d love to learn more about you.
If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.
Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.
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