Casino hosts usually work within casino marketing departments and are mainly responsible for keeping high rollers and VIPs from gambling in other casinos that compete with their employers. Casino hosts, on behalf of their employers, offer an array of comps, such as free rooms and meals at the casino, that are meant to entice high rollers to come and gamble. But a large part of a host's job is forging lasting relationships with the casino's most valuable guests and catering to each of their specific needs.
Retaining High Rollers
A large part of a casino host's job is initiating contact with guests that the casino identifies as being a high roller, or who has the potential to become one. Casinos large and small, from Las Vegas to local Indian casinos, offer player loyalty programs that provide valuable marketing information about who is spending a lot of time or money in the casino. These are precisely the type of people that casino hosts will cater to with personalized service with the goal of keeping the player coming back. Moreover, casino hosts must form good relationships with co-workers who interact with players on a daily basis, such as dealers and pit bosses, as they can be an invaluable resource when it comes to satisfying players.
Hosts must maintain a professional demeanor at all times and provide outstanding customer service. One of the primary ways that casinos cater to preferred guests is by offering comps. Comps typically include rooms at the property’s hotel, meals and access to VIP lounges.
It’s up to the casino host to ensure that players are comped appropriately. In other words, you’ll be responsible for determining what level of play warrants a complimentary night in the hotel’s best suite and which warrants a free buffet. Moreover, you also need to stay current on the types of comps that other casinos are offering players so that your employer doesn’t lose a loyal player to the competition. As a host, you may need to justify the cost of each player's comps to a marketing executive or other casino manager -- so you'll need to balance player retention with the cost of comps to the casino. Overall, part of your job is to ensure that the casino has a good chance of coming out ahead.
Many casinos will have a number of hosts on duty 24/7 who are responsible for marketing and catering to players. The level of responsibility a casino host will have mainly depends on the particular property they work for, but typically, you'll spend your days emailing or calling players from the casino's loyalty program, determining the appropriate level of comps and overseeing that players are satisfied with them. Some employers may also have you booking the reservations for valued guests, coordinating special events meant to attract new players, resolving customer complaints and drafting and distributing reports to management.
Background & Experience
Each casino has its own requirements when hiring hosts. Some require a degree, others value prior casino experience and some may even be willing to hire you without either. But generally, you can count on any combination of business experience, outstanding communication skills and a professional and likeable demeanor as the qualities casinos will demand.
Michael Marz has worked in the financial sector since 2002, specializing in wealth and estate planning. After spending six years working for a large investment bank and an accounting firm, Marz is now self-employed as a consultant, focusing on complex estate and gift tax compliance and planning.