Executive Casino Host
BetMGMDiscover What’s Possible at BetMGM
Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business.
As a valued team member, we’re committed to giving you the resources and support you need to thrive. Our benefits and perks include:
Medical, Dental, Vision, Life, and Disability Insurance
Registered Retirement Savings Plan (RRSP), Tax Free Savings Account (TFSA), and Deferred Profit Sharing Plan (DPSP)
Professional development reimbursement and ongoing skills training opportunities
Employee resource groups
Swag, ticket giveaways, and more!
At BetMGM, we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win.
Location: Calgary, Alberta
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 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.
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 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
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 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
It is a condition of employment in this position that the employee is and remains lawfully eligible to work in Canada.
Gaming Compliance & Licensing Requirements
As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.
In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.
About BetMGM
BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. 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 Casino, 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.
BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.
BetMGM welcomes and encourages applications for people with disabilities. Accommodations are available on request for job applicants and candidates taking part in all aspects of the recruitment and selection process. Please contact leaves@betmgm.com if you need accessibility accommodation during the application process.
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.
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