“After your training I feel like I have a purpose, like my Casino Host job and title mean something” -Kristina Gutierrez, Casino Host Desert Diamond Casino
We cover what Casino Player Development means at its true core. We will educate the Casino Hosts and VIP Reps on how to do exactly what the title means:
Investment Goals measure the success of the Hosts in driving trips and Theo without over-investing in guests. These types of goals are generic to all Properties. For your Casino, you might also create Tactical Goalssuch as wanting to drive revenue from Table Players or implementing a structured Gift program to drive trips. Implement Host Goals for your Player Development team. This is not a book for Player Development; it is a book about Player Development. We welcome all the people involved in creating and approving the goals, including: the General Manager and CFO because they will provide the overall mission for the Casino, and approve the Host Goals.
Initiate, Locate, Communicate, Prospect, Call, Evaluate, and Close on the prospecting Casino Gamer.
Information on the types of players a casino host works with on a daily basis, theoretical win and how it is calculated, complimentaries and promotional offers, and casino credit. These are all very important to obtaining the casino’s goals and to the job of a host. They lead to more gamblers staying in the hotel versus strictly hotel guests. Casino Host Goals: Increase Casino revenue from a Strategic Approach to Player Development Jackie Parker MBA. 4.0 out of 5 stars 1.
We have developed a signature ADT/Theoretical formula for Casino Hosts to use to manage current guests and find those potential leads! This results in NEW and increased incremental revenue for your property. First and foremost, our structuring system fundamentally teaches Casino Player Development representatives to be PROACTIVE. Instilling them with confidence and all the tools they need in their Casino Player Development toolbox. They are then able to approach every aspect of their jobs with DEVELOPMENT as its foundation. As soon as these valuable practices are put into use, all fear, hesitation, uncertainty, and apprehension on behalf of the representative are immediately eliminated. All together these subtle, yet essential factors create a dramatic increase in productivity, call volume, higher conversion rates, and completely reinvents the ratio of prospects that are pursued and marketed to. We teach the techniques required for capturing the attention of the Casino gaming guest in person or on the phone. Skills such as controlling the conversation, proper communication with the guest, being invited back to market them and ultimately closing the sale. We also teach the skills required to communicate efficiently with spouses, family members, administrative assistants, etc.
The end result is productive floor touches, increased profitability and a strong foundation for Casino Player Development which equates to a higher percentage of production from your Casino hosts.
Casino Player Development Systems, LLC. provides Casino marketing departments with the knowledge and techniques needed to contact and associate with current & potential gamers. I am completely mindful and understanding of the business need to produce the greatest amount of Casino revenue with as little reinvestment possible. A trained Casino host team will understand the importance and opportunity in qualifying all guests on your Casino gaming floor and in your Casino gaming database, no matter what level segment they currently fall under. A trained Casino host team will understand that true definition of Casino player development. Educating and convincing Casino guests on the benefits of playing longer and/or increasing their Casino betting limits, while simultaneously maintaining a Casino guest according to their financial comfort level. Casino Hosts will learn to aggressively utilize lists as “leads” and seek to “capture” these guests through relationship building and persistent contacting and follow-up techniques. Other daily reports will be generated and distributed that are intended to be leads.
JOLIENE NORIEGA, PLAYER DEVELOPMENT MANAGER
Joliene is a Tulalip Tribes member that has worked in the casino industry for more than 25 years. She was a casino host for five years before being promoted as Player Development Manager in 2013. She and her husband have raised five amazing children. Joliene loves spending time with her family, attending concerts and traveling to warm, exotic places.
HANH HO TRUONG, SENIOR CASINO HOST
Hanh has been with Tulalip Resort Casino since 1997 and a casino host for 13 years. Both of her wonderful daughters are working towards a degree in the medical field. In her free time she likes to cook, watch movies, and play Baccarat. She is fluent in Vietnamese.
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ESTELLA MOY, SENIOR CASINO HOST
Estella has been working in the casino industry for more than 20 years and as a casino host for 13 years. She’s also fluent in Mandarin Chinese. Estella’s dedication and excellent guest service is a valuable asset at Tulalip. In her free time she likes to volunteer at church, travel and play poker.
Casino Host Goals Definition
JUAN RAMIREZ, SENIOR CASINO HOST
Juan has been with Tulalip more than 11 years and has 20 years of experience in the customer service/guest service industries. With his fun personality, knowledge of the gaming industry and background in customer service, he was an obvious choice to become a casino host. His biggest accomplishment is raising his grandson since birth and watching him grow into a respectful, responsible and well-rounded young man. During his free time, Juan enjoys cooking, boating, fishing and traveling.
CRAIG GRENIER-MOSES, SENIOR CASINO HOST
Craig has been in the casino industry 20+ years and has worked at several large casino properties throughout the country. He loves getting to know his guests and is committed to exceeding each player’s expectations. He is a huge Seahawks fan and enjoys watching and attending games. He also loves to travel and watch movies - preferably Star Wars. Craig is a Tulalip Tribes member.
AUTUMN GOBIN, SENIOR CASINO HOST
Autumn has worked in the casino industry for more than 21 years. When not at Tulalip, Autumn enjoys spending time with her family and traveling - Hawaii and Las Vegas are some of her favorite places to visit. Autumn is a Tulalip Tribes member.
KAYLE MCKENZIE, CASINO HOST
Kayle has been employed with Tulalip since 2010. She recently purchased a newly built duplex on a two acre Christmas Tree Farm with her father. In her free time she enjoys spending time with family, biking and dining.
SUNNY MOYER, SENIOR CASINO HOST
Sunny has worked for Tulalip Resort Casino for more than 11 years. In her spare time she is working towards her Master’s degree in sociology and enjoys spending time with her three nieces, Shelby, Salene and Lura. She also loves the water and mission work.
PRESTON KELSEY, SENIOR CASINO HOST
Preston has worked for Tulalip for three years and says his biggest asset is his down-to-earth attitude. He enjoys spending time with his son, Maverick, and is a car enthusiast, including powder coating car parts.