Hospitality Host – Silver Legacy (Reno, NV)

JOB SUMMARY:

The Casino Hospitality Host is responsible for creating a positive, personalized guest experience for valued players. This role involves identifying, developing, and maintaining relationships with new and existing casino guests to drive repeat visits and increase player loyalty. The host acts as a concierge, liaison, and problem-solver for high-value guests to ensure excellent service and satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES (May include, but is not limited to the following)

• Greet and engage with casino guests, particularly VIP and high-value players, in a friendly and professional manner
• Proactively build relationships with new and returning guests through face-to-face contact, phone, email, and other communication channels
• Analyze player data and trends using casino management systems to identify potential high-value customers and offer personalized incentives
• Coordinate complimentary services (comps), promotional offers, hotel stays, dining, show tickets, and other amenities based on player value and host discretion
• Ensure guests’ needs are met and assist with reservations, special requests, and resolving issues promptly and professionally
• Actively participate in on-site events, promotions, and marketing efforts to drive guest participation
• Maintain accurate records of guest contacts, offers, preferences, and feedback
• Collaborate with other departments (marketing, hotel, F&B, security) to ensure seamless guest experiences
• Monitor and follow compliance with all regulatory requirements, including responsible gaming and anti-money laundering policies
• Exemplify our core values, family style service, our mission and vision
• Exemplify our DEI (diversity, equity, inclusion) culture
• Performs other job related duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES

• High school diploma or GED required; associate or bachelor’s degree in hospitality, marketing, or a related field preferred
• 1–3 years of experience in casino, hotel, or high-end customer service environment
• Strong interpersonal and communication skills, with the ability to build rapport quickly
• Sales-oriented mindset with the ability to influence and retain customers
• Knowledge of casino games, player rewards programs, and industry practices is a plus
• Must be able to work flexible hours, including nights, weekends, and holidays
• Familiarity with casino player tracking and CRM systems (e.g., CMS, LMS, Salesforce, or equivalent) preferred Outgoing and personable
• Results-driven
• Detail-oriented
• Empathetic and patient
• Highly organized

PHYSICAL DEMANDS AND WORK ENVIRONMENT (May be required in order to perform the essential functions of the position)

• Ability to stand and walk for extended periods
• May need to lift items up to 25 lbs. occasionally
• Comfortable working in a noisy, smoke-filled environment
• Office environment may include variable temperature and lighting levels
• Casino environment may include smoke and variable temperature, lighting and noise

GUEST SERVICE (INTERNAL/EXTERNAL) STANDARDS: Employee is required to meet and deliver our core values, service standards, and family style service.

PERFORMANCE REQUIREMENTS: Must have the ability to provide internal/ external guests with service excellence, have excellent communication skills and observation skills, and have an easygoing demeanor to ensure a fun and safe environment for our guests. Above average speech – both speaking and reading/writing English. Need excellent interpersonal skills. Work requires schedule flexibility which may include days off, nights, weekends, holidays, and overtime as needed.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Essential duties must be performed with or without reasonable accommodation.

The above statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and individuals’ religious beliefs or practices.

As a part of the new hire process, candidates will be required to complete a background check post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

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