Executive Casino Host

Caesars Entertainment•Baltimore, MD

About The Position

The Executive Casino Host is responsible for coordinating and booking all guest travel and entertainment accommodations, fostering positive guest relationships, promoting property events, and serving as a customer feedback ambassador. This role involves identifying and engaging target players, building relationships with community leaders, driving guest loyalty and revenue, and issuing complimentary services. The host must comply with all regulatory requirements, represent the company professionally, and coordinate travel arrangements for guests. They will leverage property amenities and promotions to enhance loyalty and revenue, utilize company systems for tracking, and maintain a strong understanding of performance goals and the competitive market. Collaboration with team members and support departments is crucial for a seamless guest experience. Upholding the highest standards of courtesy, professionalism, discretion, and confidentiality in all guest interactions and communications is paramount, as is protecting the confidentiality of guest accounts and company information. The role requires consistently delivering exceptional customer service and maintaining a positive, professional, and enthusiastic attitude.

Requirements

Ability to coordinate and flawlessly book all guest travel and entertainment accommodations.
Ability to foster and maintain positive relationships with guests.
Ability to promote property events, programs, and promotions.
Ability to serve as a customer feedback ambassador.
Ability to identify and engage target players.
Ability to build and maintain relationships with community leaders and organizations.
Ability to drive guest loyalty, revenue, and profitability.
Ability to issue complimentary services and amenities to qualified guests.
Ability to comply with all applicable federal, state, local, and gaming regulatory requirements.
Ability to represent the company at internal and external events.
Ability to coordinate and execute travel arrangements for targeted guests.
Ability to leverage property amenities, promotions, and marketing programs.
Proficiency in utilizing company systems, including but not limited to CMS, LMS, SMART, and EMS.
Ability to maintain a comprehensive understanding of performance goals and business results.
Ability to develop and maintain a strong understanding of the competitive market.
Ability to collaborate with team members and support departments.
Ability to communicate relevant guest and operational information effectively.
Ability to partner with team members to achieve departmental objectives and organizational goals.
Ability to uphold the highest standards of courtesy, professionalism, discretion, and confidentiality.
Ability to protect the confidentiality of all guest accounts, financial information, and proprietary company information.
Ability to maintain the security and confidentiality of files, records, and lists.
Ability to consistently deliver exceptional customer service.
Ability to maintain a positive, professional, and enthusiastic attitude.
Ability to promote Caesars Rewards membership enrollment and encourage guest participation.

Responsibilities

Coordinate and flawlessly book all guest travel and entertainment accommodations, including special event reservations, restaurant reservations, hotel stays, transportation, shows, and special amenities.
Foster and maintain positive relationships with guests to ensure exceptional service and guest satisfaction.
Promote property events, programs, and promotions, ensuring guests are informed and engaged; support the successful execution of events through active participation and attendance.
Serve as a customer feedback ambassador by actively listening to guests, documenting concerns and suggestions, and communicating feedback to the appropriate leaders to enhance service and marketing initiatives.
Identify and engage target players while on property, ensuring new and infrequent guests are introduced to the property's amenities, Caesars Rewards program, and direct marketing offers.
Build and maintain relationships with community leaders and organizations through active involvement and representation within the local community.
Drive guest loyalty, revenue, and profitability by developing and maintaining strong relationships with targeted guests.
Issue complimentary services and amenities to qualified guests in accordance with established policies and approved guidelines.
Comply with all applicable federal, state, local, and gaming regulatory requirements.
Represent the company at internal and external events while maintaining the highest level of professionalism and integrity.
Coordinate and execute travel arrangements for targeted guests participating in cross-property or cross-brand visits and experiences.
Leverage property amenities, promotions, and marketing programs to enhance guest loyalty and increase annual revenue.
Utilize company systems, including but not limited to CMS, LMS, SMART, and EMS, to accurately track guest contacts, complimentary items, event reservations, and related activities.
Maintain a comprehensive understanding of performance goals and business results, proactively collaborating with management to address performance challenges and capitalize on growth opportunities.
Develop and maintain a strong understanding of the competitive market and effectively communicate the unique service and marketing advantages that distinguish Horseshoe from competitors.
Collaborate with team members and support departments to ensure a seamless and satisfying guest experience.
Communicate relevant guest and operational information effectively to management and colleagues to ensure consistency and prevent service issues.
Partner with team members to achieve departmental objectives and organizational goals.
Uphold the highest standards of courtesy, professionalism, discretion, and confidentiality in all guest interactions and communications.
Protect the confidentiality of all guest accounts, financial information, and proprietary company information.
Maintain the security and confidentiality of files, records, and lists while adhering to all gaming regulations and internal controls.
Consistently deliver exceptional customer service to internal and external guests by demonstrating Caesars Entertainment's Spotlight on Success behaviors.
Maintain a positive, professional, and enthusiastic attitude that promotes a welcoming guest experience.
Promote Caesars Rewards membership enrollment and encourage guest participation in loyalty programs.
Perform all other duties as assigned.