Hospitality Casino Host

Caesars Entertainment•Baltimore, MD

2d•$21

About The Position

JOB SUMMARY: The Hospitality Casino Host acts as the primary growth engine for VIP Marketing, owning outbound sales telemarketing to a broad range of Caesars Entertainment guests. In this role, you will develop strategic relationships with guests by having a comprehensive understanding of all facets of mobile and in-person sports betting, gaming systems and sales. Sports Sales Executives display a strong understanding of the Caesars Sales/Service model within VIP Marketing and assist in positively promoting this model while continuing to build rapport with customers through commercial awareness and anticipation of customer needs. The ideal candidate for this position will possess excellent customer service skills, a passion for customer care, and a commitment to proactively service and assist in guest recovery as necessary. As an intuitive and creative problem solver, you will constantly strive to delight our guests and be confident in your ability to meet goals set forth by the management team. ESSENTIAL JOB FUNCTIONS: Sales Responsible for developing and maintaining an assigned book of players through direct mail, email, telemarketing, and leveraging available technology. Actively participates in telephone solicitation and coordinates personalized direct mailings for assigned guests. 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. Actively participates in all department and company initiatives to drive sales and revenue. Demonstrates a willingness to teach, mentor, train and share information with the team. Develops skills to handle increasingly complex matters. Projects warmth and enthusiasm in person and on the phone; builds rapport to strengthen relationships and encourages trial as well as repeat visitation. Has the ability to multitask and prioritize in a fast-paced environment. Finds new customers based on criteria established by the Management team. Service Constantly strives to delight our guests; the goal is to exceed expectations through gracious, enthusiastic and personalized service. Manages VIP guests in one-on-one communications in addition to VIP group settings as applicable. Fulfills the support needs of VIP guests and quickly resolve any issues. Greets guests at social events and special promotions as applicable. Resolves VIP guest issues using tools which include real time customer data and alert systems. Handles difficult guests and situations in a calm, professional and prudent manner. Anticipates, responds to and consistently meets or exceeds the needs of players including, but not limited to transportation and accommodation arrangements for on-property visits and/or social events. Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and strengthen guest loyalty. Communication Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business. Gives consistent, polite, timely, and accurate information and service to all guests and co-workers; taking the initiative to find the answer when unsure. 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. Ensures accuracy and timely completion of all player communication. Communicates successes and challenges on a regular and on-going basis to direct supervisor. Strategy & Innovation Analyzes and evaluates existing service delivery systems and collaborates with other departments to improve the guest experience. Daily, weekly and monthly VIP guest activity monitoring and reporting including wagering, revenue, win/loss and guest generosity levels. Identifies ways to increase efficiencies and to improve products or services. Integrity & Compliance Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty. Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy. Coordinates with Compliance, Responsible Gaming and other Risk Management team members as needed on guest claims and disputes to resolve conflicts. Adheres to all department/company policies and procedures. Educated on all jurisdictional policies related to guest support functionality. Has the ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.

Requirements

One+ years of experience in sales, casino and/or loyalty marketing with service/support from an online company preferred.
High School diploma or equivalent.
Strong sales, project management, customer service, and analytical skills a plus.
High level of energy, enthusiasm, and passion for improving the player experience and relentless in the pursuit of getting results.
Upbeat, positive and charismatic.
Extensive knowledge of sports betting, sports, teams, players and leagues required.
Excellent communication and organization skills are required.
Ability to effectively manage time and perform multiple tasks simultaneously.
Able to overcome resistance to change and influence people.
Able to communicate effectively at all levels of organization and see things through the eyes of the guest.
Must be able to obtain gaming license as needed.

Nice To Haves

Experience in consumer web or game development, including online gaming a plus.

Responsibilities

Responsible for developing and maintaining an assigned book of players through direct mail, email, telemarketing, and leveraging available technology.
Actively participates in telephone solicitation and coordinates personalized direct mailings for assigned guests.
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.
Actively participates in all department and company initiatives to drive sales and revenue.
Demonstrates a willingness to teach, mentor, train and share information with the team.
Develops skills to handle increasingly complex matters.
Projects warmth and enthusiasm in person and on the phone; builds rapport to strengthen relationships and encourages trial as well as repeat visitation.
Has the ability to multitask and prioritize in a fast-paced environment.
Finds new customers based on criteria established by the Management team.
Constantly strives to delight our guests; the goal is to exceed expectations through gracious, enthusiastic and personalized service.
Manages VIP guests in one-on-one communications in addition to VIP group settings as applicable.
Fulfills the support needs of VIP guests and quickly resolve any issues.
Greets guests at social events and special promotions as applicable.
Resolves VIP guest issues using tools which include real time customer data and alert systems.
Handles difficult guests and situations in a calm, professional and prudent manner.
Anticipates, responds to and consistently meets or exceeds the needs of players including, but not limited to transportation and accommodation arrangements for on-property visits and/or social events.
Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and strengthen guest loyalty.
Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business.
Gives consistent, polite, timely, and accurate information and service to all guests and co-workers; taking the initiative to find the answer when unsure.
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.
Ensures accuracy and timely completion of all player communication.
Communicates successes and challenges on a regular and on-going basis to direct supervisor.
Analyzes and evaluates existing service delivery systems and collaborates with other departments to improve the guest experience.
Daily, weekly and monthly VIP guest activity monitoring and reporting including wagering, revenue, win/loss and guest generosity levels.
Identifies ways to increase efficiencies and to improve products or services.
Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
Coordinates with Compliance, Responsible Gaming and other Risk Management team members as needed on guest claims and disputes to resolve conflicts.
Adheres to all department/company policies and procedures.
Educated on all jurisdictional policies related to guest support functionality.
Has the ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.