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It is not uncommon for L.J. Rojales to get excited texts and images of cruises and Hawaiian holidays to his mobile phone. However he’s not even a neighbor or relative of their senders, he’s their casino server.
Casino hosts operate mostly using a real estate’s higher level players, aiming to create relationships with these players in an effort to obtain them to eventually become regulars who return regularly. Bigger properties in Southern California employ anywhere from a dozen to over 20 hosts.
"I’m always amazed by it because I realize how a lot of an impact we do have on people’s lives," explained Rojales, a host in Pala Casino, Spa & Resort. "We have a lot of guests who are older who don’t obtain to see their families quite frequently and also have grandchildren all around the nation and in the event that you truly consider it, the majority of the time that they visit us more often than they visit their own relatives. "
For many people, the thought of a casino host might conjure up an image of the person who walks the casino floor, greeting to those players and giving out comps, and while that is a part of the job, it’s far more involved than that.
Several casino hosts at Southern California’s casinos say building a relationship with those high level patrons involves remembering important details about them, having special items brought to their rooms, giving them gifts and even taking them on trips.
How a lot of play is needed for someone to obtain their own casino host? It tends to vary by property, but informational website casino.org notes that a casino host may theoretically introduce themselves after a couple of hours of betting $25 per spin at a slot machine.
Nick Ippolito, a Las Vegas-based consultant who trains casino hosts around the world, said the increasingly competitive casino marketplace has transformed the job.
"The casino server standing has come to be a revenue endeavor absolutely over the past ten decades and it’s shifted from walking around, patting people on the back, drinking coffee and gawking together to growth and numbers," Ippolito said.
Ippolito said that successful casino host must look at the position from a sales mentality while also being a relatable people person.
Making guests happy and keeping them coming back
Debra Harlow, a senior executive casino host at Pechanga Resort Casino, said part of the job when guests arrive is to make sure that things are set up how guests want them.
For example, if the guest is staying in the hotel, they might want a room with a certain view, or extra water or extra pillows in their room. Or they may want to be served by a favorite waiter at one of the restaurants.
"You just need to be aware of what they’re utilized to and that which they’re hoping when they arrive " Harlow said.
Brian Roe, director of cage, credit and player development, stands with Executive Host L.J. Rojales on the gaming floor at Pala Casino, Spa & Resort on Thursday, January 2, 2020. (Photo by Andrew Foulk, Contributing Photographer)
Brian Roe, director of player development at Pala, said hosts may take note that a player’s wife might like orchids in a particular color and make sure that specific orchid in that color is placed in their hotel room.
Sometimes the casino hosts try to conceive a fun experience for guests that’s not limited to the casino itself.
Rojales said Pala has taken its players on trips to Temecula Valley Wine Country. Harlow said Pechanga has brought guests to the Staples Center for events. John Fernandez, director of player development for Morongo Casino, Resort & Spa, said the Cabazon resort has taken guests to dinner at the top of the Palm Springs Aerial Tramway. And those are just a few examples.
"Any chance that we must conceive an adventure that’s tailored to exactly what that guests enjoys and loves performing we’ll go out of our way to recreate this adventure… The city of Los Angeles is our oyster," said Simon Farmer, executive director for marketing at Morongo. "We can go to baseball games, we’ll arrange concerts, we’ll arrange adventures provided that that’s exactly what the guests like.
What makes a fantastic casino server?
Lots of casino server programs tend to employ from different divisions within the casino, such as wages centre workers and ambassadors, Ippolito stated. It will help that those people already had any interaction with a few of the players and know important things such as a casino’s miniature reward system and the way it works.
Roe, the director of player development at Pala, stated social abilities are tremendously important when considering whether to employ someone for a casino server.
"It’s about personality, really," Roe said. "You can train a lot of different people to do a lot of different things but it’s really hard to train somebody to have a personality. "
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Organization is also key, Harlow said.
"You need to be exceptionally organized for certain," Harlow said. "You deal with countless hundreds of guests and we’ve numerous occasions not just on our house but also away our property. You’ve definitely must have the ability to understand what’s happening each day and guests are coming in and ensure things are created for their own specifications. "
Many casino hosts are able to speak foreign languages and that’s important because you want to be able to communicate with guests in the language they feel most comfortable with, Harlow said.
Family and friends
Harlow said she’s had some players assigned to her for all of her 14 years at Pechanga and that she’s gotten very close to them. She said she loves getting things ready for them and celebrating special events, such as birthdays, alongside them.
"I really like to find these folks over and above… they behave like your loved ones," she said.
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