Throughout my career I have been asked one specific question greater than any other, 'What does a Casino Host do'. It has become very difficult to answer. My optimum solution was 'I assist the casino's profitability' that has been followed by a 'what''?
If you Google Casino Host, if you are pages of definitions, job descriptions, how to become a Host. It is even indexed by Wikipedia! The position even has many names; Casino Host, Player Development Executive, Executive Casino Host, Marketing Executive. The position falls under the marketing department in most cases reports to The Director of PLayer Development who therefore reports to a VP of Marketing.
Most casino players haven't ever met a number, determine if they have a bunch or qualify for a number. Some casinos can have a link underneath the Gaming tab that may introduce the Hosts for your property with a contact email. Other casinos provides you with an exact play level you will want to achieve before you will be assigned a number. As stated inside a previous article, the Players Club brochure will explain at what tier level you'll be eligible for a host. Unless you are a very large player, you have probably never met your host, or even know if have one. Until he / she calls you to introduce themselves and invite you returning to the property. Better generally known as Telemarketing.
The casinos have a very data base of most guests who have acquired a players card. The program that is used shows your play. For example; if you might be a slot player it shows total coin-in/coin-out as well as your value to the casino. For tables it shows total buy ins, average bet and time played. This is displayed in 'trips'. Which is daily you go to the casino. It also shows what your value towards the casino could possibly be if made more trips.
Making more trips to a casino is based on your loyalty, the buyer service you get, maybe read more if you are lucky at the house, direct mail offers from the property, location and I am sure a number of other factors. What should you have had a personal casino host that greeted you during your visits, took care of amenities and room reservations for the trip making it you feel comfortable during your stay? You can be a bit more loyal to that property. Guests like to own a 'contact' in Las Vegas, Atlantic City or wherever you go to gamble. Even local casinos have a host program.
If you might be gambling at, or frequenting a home on a regular basis and spending some cash, you have a bunch! You are stored on someone's list and really should be acknowledged. I know this doesn't happen. The business is different. It is a lot more about telemarketing and having you in the door. Personal customer service continues to be placed on the back-burner. A good host could make the time to fulfill and greet his guests, no matter what the ADT. Everyone wins within this scenario. As a new player you have a contact and a go-to person and will probably visit often, receive more comps and progress a tier or two using the players club. The casino could have an increase in play by you.
A couple of months ago I decided to use a casino inside a large chain of local properties that I weren't to in most time. I held the very best tier card with the time I was playing there and was not ever greeted. I went the members club, received my new card and played a lttle bit. The overnight I received a contact from a number thanking me for returning and inviting me back. I replied towards the email asking why I was never greeted before and why I should return. I never received a response. Would you visit this property again?
As stated before, if you happen to be spending a qualifying sum of money and time, you have a number. If you're feeling you deserve one, ask a slot floor individual that is the host available and meet with them. Be cordial, polite and expect some customer satisfaction. It is the job