Host Feature: Steven Wright
Director of Player Development, Golden Nugget Las Vegas
Director of Player Development, Golden Nugget Las Vegas
Career Path: How did you become a casino host, and how long have you been in this role?
After graduating college from Ole Miss in 2007 I moved back to my hometown on the Mississippi Gulf Coast and applied for an entry-level call center job at one of the local casinos there. As I got to know the business, I immediately became intrigued with the casino host position and knew that was the career path I wanted to go down. Every day I dressed up nicer than was required for my current position and started learning the job skills of a casino host, such as how to evaluate a guest’s play level and calculating earned comps. I made a point to introduce myself to others in the casino host department and ask questions about the job. After about six months of working in the call center I was promoted into the casino host department as a junior-level casino host. I continued working in Biloxi until I eventually took a higher position with the Golden Nugget in Las Vegas in 2011.
Passion for the Job: What do you love the most about being a casino host?
I love being able to meet people from all over the world and build a real relationship with my clientele. I have met so many amazing people, both as coworkers and players, and built many long-lasting friendships from working in the casino industry. I love that while it is technically an office job, it is unlike any other office job around. It’s a very demanding position that requires a lot of organizational skills and flexibility with your time, as I constantly get calls from clients even when I am not in the office. It’s a challenging and at times stressful position, but I love a good challenge.
Determining the Need for a Host: How does someone know if they could benefit from having a host? What factors determine the need for a host?
First and foremost, simply ask a casino host if you should be assigned to work with one. Even if your play is not quite high enough to be assigned a host, we are always here to evaluate comps for anyone. I have met so much of my clientele that had no idea they should even be working directly with a host versus booking online or calling room reservations. A host will have more access to book players into nicer rooms, offer upfront food credits, amenities, limo transportation and invites to private casino events.
Building Relationships: How do you build strong relationships with players?
Be prompt with your responses, be as transparent as possible with players about comping procedures and try to remember small details of guests’ preferences. Generally, a casino host is always going to try to say yes for a comp, but we do have to say no a lot as well. I’ve built a solid foundation of trust by not overpromising. I would much rather have my clients have a realistic understanding of what complimentary services their play qualifies for than to overpromise and underdeliver. Communication is always key. If a guest reaches out to me on my day off to book a future trip, a quick call or text message back letting them know I will get back to them soon to arrange their trip is something that players really appreciate. While I know and have closer relationships with certain players than others, I generally try to remember all of my guests’ preferences, whether it be something like a guest needing a handicap-accessible room, to preferring their room be close to an elevator, or a particular type of alcohol they like having sent to their room. Just like any industry, people appreciate when you pay attention to small details.
24/7 Availability: Hosts are available for their preferred players around the clock. How do you manage to meet the needs of your guests at all times?
This gets easier the longer you do it. When I first started out as a casino host, I was trying to build my client base and would get calls at all hours of the night. You have to be extremely proactive in answering your calls and responding to texts and emails. The longer you work with people the more they learn your schedule and will generally start to reach out more during your normal working schedule. However, nearly every night I will get a call from someone who wants to make that last-minute trip to Las Vegas. It’s all part of the job and you get used to always being on call the longer you do it.
Customer Service Philosophy: What comes to mind when you think about excellent customer service?
As I stated earlier, it’s all about building trust with clients in my position. I want my players to have a realistic understanding of how comping works. I may not be able to fulfill every request, but it never hurts to ask if a host can do something for you. Most of the time a host will try to make it happen.
Fun Aspects of the Job: Being a casino host involves making dinner reservations, taking players to shows and ensuring they have a great time. What are some tricks of your trade?
The trick is to just be yourself and to be attentive. I am very lucky in my position because when we have a fun event, generally I get to kick back and have fun with my clients. The stressful part of my job is filling these events, so by the time it’s here I get to enjoy my time with guests.
Biggest Request Fulfilled: What was the biggest request from a player that you were able to fulfill?
My biggest request fulfilled would be a private birthday dinner I arranged for one of my biggest clients. I was able to treat the player, and his closest friends and family, to a memorable evening at Vic & Anthony’s Steakhouse. As an added surprise, I decorated his suite and made sure all his favorite amenities were there upon arrival. That was a very busy weekend for me!
Interesting Encounters: You must meet some very interesting people through your work. Can you share any memorable experiences?
My favorite encounter would have to be Aaron Paul, who played Jesse Pinkman in Breaking Bad. He was standing around a bar at a private function hanging out with Bruno Mars and Adam Devine. I was a big fan and told him congratulations on his Emmy nomination, and we ended up having a long conversation. He won his first Emmy for Best Supporting Actor two nights later.
Tips for Players: As a host, you look for reasons to offer comps. Do you have any tips for players to maximize their chances of receiving comps?
Always make sure you use your player’s card. I see a lot of slot players take their reward card out of the machine because of superstition that they may win more if they don’t use it. There is no Wizard of Oz in the back pulling levers to make you not hit a jackpot! Everything a host does is based off your recorded play, so maximize your comps by always utilizing your card.
