Casino Host - Reactivation Specialist (Caesars Palace LV)

The Casino Host – Reactivation Specialist is responsible for re-engaging, reactivating, and rebuilding relationships with inactive or lapsed players across Caesars Entertainment’s eight Las Vegas properties. This role is exclusively focused on executing a structured, high-touch outbound contact strategy using Salesforce to drive incremental visitation, gaming revenue, and overall market share.
The ideal candidate is results-driven, disciplined, and comfortable managing a large portfolio of customers with a focus on personalized outreach, service recovery, and targeted offer deployment.

Customer Reactivation & Relationship Building

• Proactively contact inactive and low-engagement customers to reactivate visitation and rebuild long-term loyalty.
• Execute a consistent, strategic outreach cadence through Salesforce, utilizing phone, email, text, and other approved channels.
• Personalize communication based on customer play history, property preferences, and behavioral insights.
• Identify opportunities to reintroduce guests to Caesars Entertainment’s Las Vegas offerings, including gaming, hotel, entertainment, dining, and events.

Salesforce Management & Contact Strategy Execution

• Utilize Salesforce as the primary platform for all contact activity, documentation, and follow-up scheduling.
• Maintain accurate and complete customer records, ensuring all interactions and outcomes are logged in real time.
• Manage assigned contact lists and daily activity targets, following established KPIs and outreach guidelines.
• Build call campaigns, track pipeline progress, and measure reactivation success through Salesforce analytics.

Market & Property Promotion

• Act as a brand ambassador for Caesars Entertainment’s eight Las Vegas properties, with deep knowledge of property amenities, promotions, program changes, entertainment offerings, and events.
• Communicate compelling value propositions to drive market visitation and cross-property trial.
• Leverage property-wide promotions, casino events, and targeted offers to incentivize return play.

Collaboration & Cross‑Functional Support

• Work closely with Player Development, Casino Marketing, and Analytics teams to identify segments and customers with high reactivation potential.
• Provide feedback on customer trends, offer attractiveness, and barriers to reactivation.
• Coordinate with hosts and marketing partners to ensure a seamless guest experience upon return visitation.

• 3–5 years of experience in casino marketing, player development, sales, hospitality, or customer engagement preferred.
• Strong communication, persuasion, and relationship‑building skills.
• Highly organized with the ability to manage large customer portfolios and daily outreach quotas.
• Salesforce experience strongly preferred; CRM proficiency required.
• Results‑driven mindset with the ability to meet and exceed performance metrics.
• Knowledge of gaming industry operations and loyalty programs (e.g., Caesars Rewards) is a plus.
• Must be at least 21 years of age and eligible to obtain a Gaming Sheriff’s Card.
• Must comply with company’s appearance standards.

KEY COMPETENCIES

• Customer-Centric Approach: Ability to connect with guests and rebuild trust.
• Sales & Outreach Skillset: Confident in outbound calling and reactivation tactics.
• Technical Proficiency: Comfortable using Salesforce for workflow management.
• Market Awareness: Strong understanding of Las Vegas gaming and hospitality offerings.
• Self-Motivated: Able to work independently with discipline and consistency.
   

ADDITIONAL QUALIFICATIONS 

• Must be able to move in and around the Casino/Hotel areas and other special event promotion locations the entire shift.
• Must have manual dexterity to be able to operate the following equipment: computer, telephone, photocopy machine, fax machine, ten key, printer and video poker/slot machines.
• Must be able to tolerate areas containing secondhand smoke.
• Must be able to stand and walk for long periods.
• Must be able to bend, stoop, crouch, kneel, twist, balance, and work at a desk.
• Must be able to lift and carry up to 25 pounds.
• Respond to visual and aural cues.
• May work outdoors.