Casino Host​/Player Development

Position Summary —

The Casino Host/Player Development is responsible for building and maintaining strong relationships with casino guests to increase player loyalty, retention, and overall gaming revenue. This role focuses on identifying, developing, and servicing high-value and potential high-value players by delivering exceptional personalized service and promoting Grand Lake Casino’s amenities, events, and promotions.

An individual in this role must be able to perform the following functions with or without reasonable accommodation.

• Provides exceptional customer service rated and unrated casino players to drive repeat visitation and increased play.
• Identifies and interacts with VIP and high-value guests, assisting with special requests and ensuring their needs are met.
• Monitor player activity and gaming preferences to provide personalized service and appropriate reinvestment offers.
• Coordinate complimentary services (comps), including food, beverage, hotel, and event invitations, within established guidelines.
• Serve as a primary point of contact for assigned players, addressing concerns, resolving issues, and ensuring a positive guest experience.
• Work closely with marketing, promotions, and operations teams to support player development initiatives.
• Represent Grand Lake Casino professionally on the gaming floor, at events, and in the community as needed.
• Ensure compliance with all casino policies, internal controls, and applicable gaming regulations.
• Works closely with marketing and operations teams to support player development initiatives.
• Resolves guest concerns and complaints professionally, involving casino management when necessary.

• High school diploma or G.E.D. required.
• Customer service or hospitality experience required.
• Marketing or casino experience preferred.
• Experience working directly with the public in a fast-paced environment preferred.

• Strong customer service skills and the ability to build rapport quickly.
• Excellent verbal communication and interpersonal skills.
• Ability to remain calm, professional, and solutions-focused in high-pressure or emotional situations.
• Understanding of casino operations, player rewards systems, and promotional procedures preferred.
• Ability to multi-task and manage time efficiently in a dynamic environment.
• Basic computer skills and ability to learn player tracking systems.
• Strong attention to detail, accuracy, and confidentiality.
• Ability to work collaboratively with Marketing, Security, and other department personnel.

Required to obtain and maintain a Seneca Cayuga tribal gaming license and a state issued I.D. All applicants must successfully pass a pre-employment drug screening prior to beginning employment. Must be at least 18 years of age.

Position may require extended periods of walking, standing, and interacting on the casino floor. Must be able to maintain a friendly and energetic demeanor throughout the shift.

Grand Lake Casino is a drug- and alcohol-free workplace. Must be able to work in a casino environment that includes high levels of smoke, noise, bright flashing lights, and frequent guest interaction.

Position requires flexibility to work any shift, including nights, weekends, and holidays, based on business needs.

This position description is not an exhaustive listing of the expectations associated with the role and additional tasks may be assigned as needed by management. Changes to this document may only be made by a member of the Human Resources Department.

Grand Lake Casino is an Indian Preference Employer. You must be able to pass a drug screen with negative results. Employees are expected to know existing Grand Lake Casino policies and know to refer to those policies when necessary.

Grand Lake Casino reserves the right to amend this job description.