Good Player Development leaders realize that each host has inherent strengths and challenges, and that it is important to provide each host individual opportunities to grow, to maximize their strengths and increase their overall effectiveness.
Individual performance toward goals, as well as contributions to team efforts and the provision of excellent guest service should be elements in the host training and evaluation process. Ideally, host efforts will be observed and monitored on a daily, weekly, monthly and quarterly basis. Feedback should be provided regularly to create both accountability and skill enhancement.
The ultimate goal of all that hosts do is to drive business. Every job responsibility of a host is a function of this goal. Bringing high-worth and potential high-worth players back to the property and increasing trip frequency by these players, developing a “base” of players from which to draw, and recognizing and rewarding guests based on their play are all things hosts do to reach that ultimate goal. Monitoring the performance of tasks a host should complete in a shift is an easy way to begin assessing performance and effectiveness.
One thing that sets this job apart from so many others is that a host does not have a set schedule of how and when they perform their job responsibilities within their shift. Time management is a key skill and each host has to determine what they should work on and for how long. While there is flexibility, each host should have some element of routine in order to accomplish their goals.
Here is an example of a casino host’s daily activities.
- Check the mail, both snail and electronic. Mail that is addressed to someone in particular should be placed in that individual’s mailbox and other mail should be distributed accordingly.
- Check that day’s arrivals list to make note of reservations for high-worth players. All the hosts should be aware of the day’s anticipated arrivals and should work as a team to greet these guests and take care of their needs, especially for guests whose host is not on property that day.
- Spend some time in the office during the shift to read e-mail/check phone messages and make/return guest calls as needed.
- Once the most outstanding of the above contacts have been made, head out to the gaming floor. Floor time includes sign-ups (as assigned), but also means face time with guests (make contact with the regulars; get to know some new faces) and interaction with staff in other departments. REMEMBER! A good host is a role model for the property. It’s easy: Smile, be sincere, project a positive attitude, and try to be the “morale coordinator” for everyone, guest and team member alike!
- Organize a contact list and work from the office after some time on the floor. Check for new player bounce-backs, inactives, players with upcoming occasions to note, and hot players. Prepare guest mail for bounce-backs, any greeting cards, and “Welcome to the Club” notes. Look for tier upgrades (if applicable) and check on the progress of yesterday’s (or today’s) new sign-ups.
- Make guest calls to book business. Focus on positive guest contact and planning something special for at least one couple or group of players for the coming week(end). Make player development second nature by staying cognizant of player contacts.
- Use the tools provided to track and note all contacts. Set up reminders as needed to make reservations, provide amenities (flowers, food, cards, etc.) for upcoming visits, or complete other follow-up tasks. Include trying again to reach guests who were not reached on the first try.
- Make sure that upcoming events are booking as they should, and do some telemarketing if needed. Be sure to complete assigned calls for filling events in a timely manner.
- Follow up on play reports for sign-ups or player contact logs, double-check on restaurant reservations or notes that need to be delivered to guest rooms, book show tickets, and take care of all the follow-ups due today. Look through the ones due for tomorrow.
- Complete required reporting on all contacts and activities as assigned.
- When leaving a work area, make sure it is neat and orderly. Log off the computer before the next person will need it. (Lock the workstation when leaving for only a short time.) Before leaving at the end of a shift, make sure that everything has been distributed as needed (reports sent, mail delivered, messages delivered etc.).
Thoughts? Comments? Missing responsibilities?
E-mail them to ahudson@harvesttrends. Please.