Hospitality Host

Mohegan Sun•Montville, CT

2d•Onsite

About The Position

This position is responsible for monitoring access to the VIP Lounges, handling service issues on the gaming floor, responding to inbound host calls and creating a friendly, positive and welcoming environment for our guests.

Requirements

High School Diploma or equivalent
One year of experience in a high volume casino, hospitality environment or previous customer service experience
Strong written and verbal communication skills
Excellent organizational, time management and relationship building skills
Good negotiation and reasoning skills
Ability to multi-task and adhere to deadlines
Must be capable of interacting with the public in a highly professional manner
Ability to make sound judgment calls relating to employees and guests
Knowledge of Mohegan Sun corporate and department policies and procedures
Working knowledge of ACSC, SharePoint, FPR and other applicable systems
Knowledge of comping and rating guidelines
Knowledge of the Mohegan Sun property and all its offerings
SMART alcohol awareness

Responsibilities

Greets guests entering the lounges in a positive and friendly manner
Obtains photo identification for all members requesting access to the VIP Lounges
Records all guests accessing the lounges according to department policies and procedures
Ensures guest satisfaction by interacting with them and resolving any issues
Remains visible on the casino floor, including high-limit areas and lounges
Creates Players Club accounts for new members, explains the program, verifies that account information is correct and reissues cards for existing accounts
Refers guests to appropriate Executive Host or to Player Development
Offers comps and event tickets to qualified customers, offers alternatives and up-sells the property according to department policies and procedures
Supports all Mohegan Sun marketing efforts
Communicates guest feedback with management
Maintains and respects confidentiality of marketing programs, guest and employee information and databases
Takes ownership of guest requests and seeks assistance if outside the scope of position
Assists with maintaining the overall condition of the VIP Lounges by reporting any damage or needed repairs to management
Maintains an awareness of suspicious activity, intoxicated or underage guests