Executive Host iGaming

Caesars Entertainment•Jersey City, NJ

10d

About The Position

Job Summary: The VIP Executive Host – iGaming acts as the primary growth engine for Caesars online casino VIPs, building relationships with players to increase app engagement and drive the VIP segment of the business. The Host can quickly develop a rapport via phone, email, and text, and build trust with our highest worth VIPs and will build upon an existing database, prospect for new players, and reactivate inactive players. This person will be able to speak the language of a gambler, understand the industry, and be passionate about their business. Functioning in many different systems, a great Host must wear many hats to deliver white glove service including assistance with the app, payments, Caesars Rewards, booking trips to our over 40 properties throughout the country and offering money-can’t-buy VIP experiences at major events and at our Caesars properties. This role is ideal for someone who wants to earn uncapped incentives and knows how to put in the extra effort to do so.

Requirements

Three+ years of experience in sales, casino, and/or loyalty marketing.
Bachelor’s Degree or equivalent work experience.
Experience in Microsoft Office Suite, Salesforce, understanding Analytics dashboards, and gaming technologies
High level of energy, enthusiasm, and passion for improving the player experience and relentless in the pursuit of results.
Knowledge of iGaming required.
Excellent communication, time management, and organization skills are required.
Able to overcome resistance to change and influence people.
Must be able to obtain gaming license in all jurisdictions Caesars casinos operate in.
Must have manual dexterity and coordination to operate office equipment including, but not limited to computers, telephone/headset, etc.
Must be able to work in moderate to loud noise conditions.
Must be able to make telephone calls for extended periods (minimum 60+ calls/day).
Must be able to lift up to 15 pounds.
Must be able to tolerate areas containing secondhand smoke.
Must be able to work for long periods of time, under fluorescent lighting.
Must be able to work at a desk, for most of the day, in a seated position.
Must be able to spend most of the day working off computer monitors and operating a keyboard.
Although most of the position will be spent seated at a desk, there will be occasions where candidate must be able to remain on one’s feet for long periods of time, and/or walk for long distances.
Must be able to travel as needed.

Responsibilities

Manages all aspects of a guest’s account in all states for iGaming, and Sports Betting where applicable.
Understands the best communication preferences for each player, (phone, email, or text) and uses all available technology to manage the relationship.
Fully knowledgeable of all happenings on property and in-market for cross-sell opportunities.
Demonstrates mastery of all existing products/services and/or progress on new initiatives, bonus programs and system changes.
Constantly strives to delight our guests by exceeding expectations through enthusiastic and personalized service.
Hosts guests at social events and special promotions, as applicable.
Ensures all concerns are addressed in a timely manner communicating with internal and external partners.
Handles difficult situations in a calm and professional manner, seeking to de-escalate the situation and ensure customer satisfaction.
Demonstrates a willingness to teach, mentor, train and share information with colleagues.
Uses available technology and resources, including Textline, Teams, Slack, RingCentral, Salesforce, emails, and cell phones, to ensure all guests are receiving VIP treatment inside and outside of standard business hours.
Coordinates with internal and external business stakeholders including, but not limited to Player Support, Caesars Rewards team, VIP Leaders, Marketing Technology/IT managers, software platform vendors, and analytics team members, to advance VIP efforts.
Communicates successes and challenges on a regular and on-going basis to direct supervisor and works with Leadership to improve.
Brainstorms and helps create new VIP promotions and initiatives to enhance the value VIP program producing measurable financial results from VIP guest-base.
Responds to daily reporting identifying movement in coded population including incliners, decliners, defectors, and funding changes with personal outreach and VIP offers.
Identifies ways to increase efficiencies and improve upon products and services.
Has the ability to multitask and prioritize in a fast-paced environment.
Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
Coordinates with Compliance, Responsible Gaming and other Risk Management team members as needed on guest claims and disputes to resolve conflicts.