Casino VIP Hospitality Host

Caesars Entertainment•Danville, VA

4d•Onsite

About The Position

As a member of the Casino Marketing team, the role of the Hospitality Host is to manage all aspects of a customer journey while on property, simultaneously coordinating with account development team members on pre- and post-trip planning. The Hospitality Host will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service. Candidates should have sharply honed interpersonal skills; inspire confidence and exude authenticity with regard to both guest and team interactions.

Requirements

High school diploma or GED required
Two or more years of experience in casino/hotel, customer service, host or other account manager preferred
The requirements listed are representative of the knowledge, skill and/or ability required to fulfill the obligations of this position
Ability to think independently in making decisions to maximize customer service experience and program profitability
Must be proficient with customer Point-of-Service systems
Excellent interpersonal, communication, problem solving and analytical skills required
Must have a systematic and process oriented mindset to ensure seamless end-to-end customer experiences
Strong attention to detail with both trip logistics and customers
Must have excellent customer service skills
Must present well-groomed professional appearance
Must be able to listen and respond to visual and aural cues, multilingual preferred
Must have excellent oral and written communication skills
Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business

Nice To Haves

multilingual preferred

Responsibilities

Greets guests in the casino and participates in social events and special promotions
Uses sound judgment and makes decisions in accordance with established comp and expense guidelines
Maintains close ties with customers to increase loyalty
Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, accommodation arrangements
Seamless coordination with Account Development team, New Business Team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage) to create successful solutions for guest issues
Finds new customers based on criteria established by property leadership
Ability to effectively manage time and perform multiple tasks simultaneously
Standing/walking on the casino floor interacting with guest 80-90% of the shift
Handles difficult guests and situations in a calm, professional and prudent manner
Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions
Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
Identifies ways to increase efficiencies and to improve products or services
Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business
Keeps track of existing products/services and/or progress on new initiatives
Must be knowledgeable of all happenings on property and in market
Stays up to date with the latest developments in both the local market and industry
Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
Gives consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure