Casino Hosts input

I was wondering if Casino hosts get any benefit from handling the room reservation,etc when you come to LV. I thought that I read somewhere that they do get some type of financial gain by doing so.
if that is the case, then why would a host fail to respond to an email about an upcoming trip. I am a Diamond level player, and just four months ago received an email stating said host was here to help...just email or phone. So I emailed this host with my desired dates,etc. I sent a follow up email stating that I needed a response for planning purposes [after 2 days of not hearing.] The email bluntly said " I will be in today at 3pm. That's it , no sorry, I have been really busy, etc... Business must be really good ! Bob

 

I have never heard that the host gains some kind of benefit for reserving a room for you. Where is that coming from or how does that benefit him/her?

 

I have always heard that they DO get some sort of credit for your theo if they book you in. I feel they must or some would not be so persistent and/or obsequious.

 

The goal of a host is to get you in and to get you to spend. They want to keep regular customers happy and get dormant accounts moving again. So if you book a trip, they get credit for whatever you end up gambling or in some cases spending. If you have a host and come to town without them booking it, they can't claim your activity because they played no part in it. I think in the past their compensation may have even been tied to what their clients spent. At any rate, if a host fails to return a call, it may be because they are off for a few days or it may be because they have way too many customers to manage. For the way people complain about hosts in Vegas, it almost seems as if there is a lack of training as well. It seems like a sales environment where you can just drive a lot of business with a bunch of 5-10 minute phone calls coming in and they don't seem have the social skills to pull off the interactions.

 

My ex is a casino host at Bellagio, and yes they make a little something , but you have to be gambling.

 

Every hotel is different. Everyone seems to get different information on this type of question. But, my understanding at MGM casino's is that the host gets "credit" if he/she claims you as a client if the client exceeds a certain level of ADT. It might be as low as $200 at the lowest end property up to over $800 or more at high end properties. If the client does not meet that level, there is no "credit" for the host. "Credit" is used here as a term similar to performance ratings or variable comp bonus in the corporate world. I do not believe they get any direct monetary compensation for your ADT. Hosts aren't going to waste their time booking rooms for unknown players. Also, if a client of a host drops in for play at a casino he/she is not staying at, the assigned host gets "credit" for that above a certain level of ADT. I only have 1 host for all Caesars props, so I hesitate to post what she has told me about CET.

 

It is interesting how disinterested they can be. It's been two years since our last trip out due to numerous family issues. We are heading back for 4 nights between Christmas and New Year's Eve. Checking internet prices we found the rates to be rather high for our dates. Obviously any points we had on any of our cards have expired and been zeroed. Now we are not big players and concentrate on low stakes games. We do however spend many, many hours at the games every day.

I contacted the off strip hotel we wanted to stay in through the "contact us" link on their web site. I directed our request to the director of player developement at the property. I expected that he would pass of the request to the appropriate host as we have never been assigned a host at that property. Our request was simple, asked only for casino rate at the hotel and to be put back on the mailing list for December.

That email was sent 5 days ago and I am still waiting for a response. I've not even received an acknowledgement that the request was received. Figuring that property didn't want me, I made contact with Red Rock. Ended up getting our 4 nights for a grand total of $89 and change including all taxes and fees (3 nights comp, 1 night for the $89). AND, Red Rock responded to my email within 24 hours.

That first property that hasn't responded was M Resort. We really wanted to give their rooms a try, but we can't say no to the Red Rock offer. We will likely stop in at M to enjoy their buffet, but our play will be minimal.

 

It surprises me that many casino's do not seem to have entered into this century in regards to electronic communication. They prefer phonecalls it seems. Unfortunatly that can be pretty expensive from abroad.

 

One does wonder about that. I know I'm not a High Roller, but many of them just don't seem to even care - or bother to get back to you. I ran into a similar situation in booking my Thanksgiving trip. I really wanted to stay on the south strip, but the only offers I had were for the Mirage, Bellagio and the Aria. So I called MGM Grand just to see if I had any offers, and they said no – but they could give me a comped suite and $450 resort credit just based on the play of my last 3 trips.

Hoping to do better (and by that I mean some free play), I decided to e-mail a host. A while ago, I had gotten an e-mail from MGM Grand saying my host was no longer there, and to e-mail one of the people on the list for my next stay. So I verified that the person I was going to e-mail was still showing as a host on the web-site and I sent an e-mail. Nothing, nada, zip. I waited a week, and then gave up.

So then my BF suggested NY NY – we’ve always liked gambling there, but have never stayed there. So I tried a different tactic and called and asked to speak to the host on duty – who immediately offered to match any offer from a sister property. I emailed her my Mirage offer, and she set me up in a Ziggurat suite, $500 in free play, $300 resort credit, limo and offered show tickets. So for me, in the future, I won't even bother to e-mail - I will just call.

 

The some of the hosts we interact with locally always discourage email because they get so
much they can't keep up with it while others understand how to build relationships that way. But in both cases they make sure you know their schedule.

 

My host is very attentive to emails. Also, as said above, you need to know their schedule, as I know my host's "weekend" is actually Mon-Tues, so I know it can take a couple days to get a reply because of her schedule and because I know I am not her only client (as hard as she tries to make me feel like her only client)

The feeling I get from the OP, is that he/she has one of those inside "casino marketing" people, not an actual on property "host." Those inside people are piled with tons of accounts to try and resurrect or pull away from another and are likely buried in names and messages.

 

Host

The person in question is titled as a "Executive Casino Host " I did receive a reply yesterday from said host, " I was out on vacation and today was my first day back. My out of office did not bounce back to you, I’m surprised….I will have to check it out and see what happened."
I guess that could happen, or the email was just overlooked. I just expect a prompt reply, especially when this person contacted me offering their assistance on future trips. Bob

 

I think you have to give them the benefit of the doubt. Keep in mind that hosts have hundreds if not thousands of clients. On top of that, you must realize where you fall in that food chain. Their time and attention is going to start at the top and work it's way down. While I'm sure they make a point to respond to everyone, it may take a while to get to your "spot" in the pecking order.

They're also just like everyone else. They can't work 24/7/365. It's quite possible that you catch them either on vacation or on their day off, which could result in a lot of emails to respond to when they're back in. My host has been great, and I also understand where I probably fall in his client list (most likely in the bottom 30%), so I am patient when I don't hear a response from him immediately. I'd chalk this delay up to bad timing of the email.

 

Does you host work for Caesars or actually at the casino. I received letters from a host I believe that she is an executive casino host. This host is able to book offers that you already have and that you could book online. She is able to help a little at any property that you already have an offer but does not have the power of an actual host that only works for one property.

 

Host

This host does work at the casino, met this host last year. Bob

 

I've had the same host for over a dozen years and can't begin to tell you how frustrating it can get at times waiting for a reply.

The pot boiled over a month ago when the host didn't reply to 3 emails on 3 different questions. I got so frustrated I emailed the head host and asked for a different host to be assigned to me.

After 5 days and no reply, I emailed the GM. Well, that must have caused a sh*t storm. I received emails from the head host, apologizing that she was out of town and was just getting caught up on emails. Another from the slot manager apologizing and saying to CC him any future emails I send to my host. And finally a call from my host repeatedly apologizing for not returning my emails.

I've seen the demands on these hosts all day long and went under the assumption that an email for them to answer at their convenience, would be better than a phone call. Now I'm not so sure. I know my host's off days and only send emails when I know they are working.

 

I just wonder how much of this is caused by putting host e-mails on web-sites. How many e-mails do they have to go through that are from people who really wouldn't normally have dealings with a host. I can't imagine that helps matters.

 

I have a host at LVH, get an answer to my emails within 1-6 hours usually, I email because I live in the UK and calling is a hassle with time difference etc. I also have a host at Orleans (only used once, and dont get very much more than I get on the Bconnected website) and had to call to get response.

 

Hosts have a tough job..speaking with my host she tells me all the time the BS she has to put up with from those folks who want everything for free and don't want to gamble much. When my host is on duty she gets called all the time to the casino floor to respond to these types of peoples requests. She then has to go back to her office to look up their account, only to find out that they are very low rollers, but are acting like she owes them something.

I have never had an issue with my host getting back to me...however I also understand where I'm at in the food chain. According to my host I'm one of her top 5 players. We were coming into town one time on an unexpected trip and she actually moved her vacation so she could be in town when we were there. She did this because she told me that if another host comped me something or made arrangements for us while I was in town, and or handled our account that MGM would move me away from her to the host who helped us. So my host coordinates our 5 trips a year with us very closely.

 

Just to follow up on my post. I certainly got the feeling there was some monetary incentive to retain me as a client, rather than changing hosts.