Job Overview:
A Host’s core focus should be developing and maintaining authentic relationships with our highest value customers, to drive optimal retention and value. It is the responsibility of the High Roller Host Manager to provide structure, management, coaching and nurturing to the Hosts so that every member of the team can reach their full potential in their role.
The High Roller Host Manager will work closely with the Head of Player Experience to ensure alignment with monthly targets and provide support in reaching those targets. Additionally, they will ensure that the procedures and structure implemented for this department are carried out in accordance with the Marketing Department’s guidelines.
Responsibilities:
- Create and maintain schedules to optimize host coverage, accommodating peak times throughout the week/month.
- Establish a “framework of excellence” for Hosts, outlining in a measurable way what expectations are for a High Roller Host and what excellence looks like in that position.
- Create onboarding and ongoing training for all Hosts to help them along the path to achieving their full potential as High Roller Hosts
- Maintain a structured approach to quality assurance in all areas of communication between Hosts and High Roller customers.
- Collaborate closely with the Head of Player Experience to align on methods, tactics and daily monitoring to meet high-level KPI targets.
- Provide a framework of structured and free flowing feedback between Hosts and Upper Management
- Perform regular reporting on Host team and perform semi-annual and annual performance reviews.
Requirements:
- Minimum of 2-5 years’ experience in a similar role
- Minimum of 2-3 years’ experience working in a management role within customer service and/or call center environment
- Problem-solving capabilities to address challenges that may arise in player interactions or team management
- Strong-time management skills to effectively allocate resources and optimize coverage during peak times
- Quick decision-making skills with a marketing mindset to make informed choices that drive results
- Excellent communication skills, fostering effective communication with Hosts and players alike
