Job Description

The Encore Boston Harbor Wynn Rewards Casino Host The Red Card Casino Host position will be responsible for the continuous acquisition of new players to grow property player base and increase revenues along with assisting with special events and promotions designed for players. The Red Card Casino Host will constantly strive to exceed guest expectations through gracious and personalized service. The ideal candidate for this position will possess inherent customer service skills, a passion for guest care, and a commitment to proactive service and recovery as necessary.

JOB RESPONSIBILITIES:

• Work as a part of a team to grow the revenue and income for the organization.
• Spends significant time being on the casino floor, as scheduled, to greet and assist guests during individual visits as well as during special events and promotions.
• Assists at special events and promotions by checking guests in, assisting guests with playing the promotion, explaining how the promotion works, executing the promotion, and other support and duties as assigned.
• Develop one-on-one relationships with guests and provide exceptional service to cultivate and maintain relationships and to foster loyalty.
• 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 card.
• Supports and assists in promoting new Wynn Rewards enrollments, including, but not limited to approaching guests playing without a card.
• Arrange reservations for guests for dining, spa/salon, or the hotel.
• Use sound judgment and make decisions in accordance with established comp and expense guidelines. Makes appropriate business decisions based on the limited complimentary authority within the position. These decisions are comps based on recorded play, comp availability and customer profitability.
• Assist with player development events.
• Demonstrate outstanding customer service and communication skills greeting guests and assisting with questions, concerns, and complaints.
• Ability to think independently in making real-time decisions to maximize guest service experience.
• Must be highly organized, self-motivated and detail oriented.
• Must 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 in a fast-paced environment.
• Must present well-groomed professional appearance at all times.-
• Perform other related duties as required.

Qualifications

JOB REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Age, Gaming and Certifications:

21 years of age or above.

Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.

Education and/or Experience:

High school degree or equivalent required.

Minimum 3 years of previous experience in casino, hospitality, telemarketing, promotions, events, or other customer service environment.

Requires general computer skills, basic knowledge of Microsoft Office required. Candidate must have experience with planning and project management.

Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Fluency in English. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and group situations.

Second language a plus.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and create and maintain reports upon request. Ability to define problems, collect data, establish facts, and draw valid conclusions.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least thirty (30) pounds, and varied instances of standing/walking.

Work Environment:

The work environment characteristics described here are representative of those that exists while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is typically moderate. When on the casino floor or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
• Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying-schedules, including nights, weekends, and holidays, to reflect the business needs of the property.
• Reliable, consistent, and punctual attendance is 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.