Casino Lead Host
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Key details
- Location
- Lac du Flambeau, WI, United States
- Work style
- Onsite
- Level
- Senior
- Job type
- Full-time
- Function
- Hospitality & Food service
- Focus area
- other
- Posted
- 19h ago
Skills
About the role
DEADLINE: November 20, 2026 (please note a resume is required)
SUMMARY: The primary responsibility of this position is to supervise the Casino Hosts as well as function as the concierge of the Lake of the Torches Resort Casino providing exceptional customer service to guests and promote positive guest relations following all property service initiatives.
DUTIES AND RESPONSIBILITIES:
- Acknowledges, greets guests and responds to guest requests, provides information and assists guests in a timely manner.
- Assists in providing complimentary amenities to Players Club Premier members and other high action players.
- Is assigned a list of “best” players to ensure that they are aware of all upcoming promotions and events.
- Keeps Players Club Premier members informed of their point status and makes members aware of other Players Club Premier benefits.
- Actively sells and explains the benefits of being a Players Club member and enrolls guests in the Players Club Program.
- Trains all new Casino Hosts.
- Is responsible for ensuring that the Hosts are maintaining their daily and monthly goals.
- Will supervise all Casino Hosts and document their performance.
- Must maintain monthly contact with their Hosted players via email, letters or phone calls to promote upcoming events and increase trips to the facility.
- Will complete annual reviews for Casino Hosts.
- Reviews player lists of the Casino Hosts on a regular basis for reassignment.
- Reviews Host development software “referral” and “alert no contact” reports daily for necessary guest contacts and assignment of players.
- Reviews additional Host development software reports to ensure that all Casino Hosts are maintaining their performance goals.
- Assists Players Club Premier members in purchasing tickets for casino sponsored events, makes hotel reservations and performs other activities on behalf of Players Club Premier members.
- Resolves guest issues or concerns, facilitates satisfactory outcomes and notifies the Player Development Manager of issue and results.
- Assists with internal department needs, as requested.
- Meets with the Player Development Manager on a regular basis to review performance issues and/or guest relation matters.
- Is held responsible for the performance of Casino Hosts and can receive disciplinary action for poor performance of said Hosts.
- Notifies Player Development Manager and Facility Administrator of situations that may affect guests or associates or the Lake of the Torches Resort Casino.
- Works within a team environment, where productive communication is critical.
- Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES: The Lead Casino Host will supervise the Casino Hosts that work on the same shift to ensure that they are also performing at their highest level. The Lead Casino Host will initiate all disciplinary documentation as well as perform all evaluations on a regular basis. Meeting with each Host monthly to review their performance and assist them in reaching their potential.
SUPERVISION RECEIVED: Performs position responsibilities under the direct supervision of the Player Development Manager checking with the Player Development Manager frequently for directions or questions.
POSITION RELATIONSHIPS:
- Internal: Frequent contact with Marketing, Player Services, Slots, Table Games, Players Club, Hotel, Security, and Administration associates.
- External: Extensive contact with guests and visitors.
EDUCATION: A High School education or equivalent is required.
EXPERIENCE: Previous experience as a Supervisor and/or a Casino Host is required as well as previous experience in a customer service and/or sales environment. Computer experience in Excel, Microsoft Word, Outlook and new technological equipment used by the Host Department is required and must understand the casino player tracking system and Host development software program thoroughly.
KNOWLEDGE, SKILLS AND ABILITIES: Must possess excellent interpersonal, oral and written communication along with exceptional customer service skills, which includes the ability to approach and initiate conversation/dialog with guests, both internal and external, of Lake of the Torches Resort Casino. Strong familiarity with PC’s and related software is required. Must be able to manage and maintain confidential and sensitive information with diplomacy and tact. Ability to follow all Internal and Property control policies and procedures. Must maintain a professional demeanor in stressful situations as necessary.
WORKING ENVIRONMENT:
- Work Conditions: The majority of responsibilities are performed in an office environment and the casino floor. Will be required to work a variety of days/hours and be on duty for all/most holidays/weekends and high volume events.
- Exposure to Hazards: May be exposed to situations where spills, wet floors or guest behaviors may create undesirable conditions. Exposure to secondhand smoke on a daily basis.
- Physical Requirements: Continual walking, bending, standing, sitting and lifting is required. The Lead Casino Host must be able to perform their assigned duties on the Casino floor for an extended amount of time on a regular basis.
LICENSE REQUIREMENTS: Must be able to be licensed by the Lac du Flambeau Tribal Gaming Commission.
BEHAVIORS: The vision, goals and objectives of Lake of the Torches Resort Casino requires the Lead Casino Host to perform in both a professional and personable manner at all times, inside the Casino as well as when out in the community. The manner in which the employee relates to fellow employees, customers and visitors is considered parallel in importance to technical knowledge and ability. Respect and consideration given to the dignity of each customer, visitor and fellow employee is a requisite of successful job performance.
OTHER: Must attend all mandatory meetings and participate in departmental training and development sessions. Will be required to change hours and/or days off to assist in the coverage of the Host Department due to staffing requirements.
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by an individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills. Management reserves the right to revise the position description and to require that other tasks be performed if or when the position changes.