HOST - VIP

Hard Rock International • Bristol, VA

81d

About The Position

The incumbent in this position is responsible for developing and coordinating programs to attract and host mid- to high-limit players to ensure guest satisfaction and repeat visits. The incumbent is also responsible for developing and establishing relationships with Hard Rock Bristol midrange gaming guests in order to encourage return visits and create guest loyalty. The position is called upon to interact frequently with mid- to high limit guests and make decisions regarding extensions of complimentary services and/or goods.

Requirements

• High school diploma or equivalent.
• Previous experience in call center or similar position preferred.
• Excellent guest service skills.
• One or more years' experience in casino/hotel, customer service, host, or account management preferred.
• Must obtain and maintain all licenses and certifications per Federal, State, and Virginia Lottery.
• Must successfully pass background check and drug screening.
• Must be twenty-one (21) years of age.
• Ability to communicate effectively with guests in English.
• Ability to analyze and solve problems efficiently.
• Proficient in using customer point-of-service systems.
• Strong attention to detail in planning trip logistics.

Responsibilities

• Manage all aspects of a guest journey while on property, coordinating with account development team members on pre-trip and post-trip planning.
• Delight guests through gracious, enthusiastic, and personalized service.
• Execute phone calls daily to drive a targeted segment of guests to the property, with 80% of the role focused on phone sales.
• Proactively greet guests on the casino floor and participate in social events and special promotions.
• Use sound judgment to make decisions in accordance with established comp and expense guidelines.
• Assist with Players Club (Unity) and Promotions as needed.
• Assist the Executive Host Team with tasks such as booking hotel rooms and securing amenities for high-worth guests.
• Handle difficult guest situations in a calm, professional manner.
• Maintain close ties with guests to facilitate loyalty.
• Anticipate and respond to guest needs, including transportation and accommodation arrangements.
• Coordinate with Casino Marketing teams and other property team members to deliver pre-trip itineraries.
• Identify and resolve service failures to cement player loyalty.
• Comply with all applicable rules, regulations, and policies.
• Communicate programs/services clearly to necessary personnel.
• Stay informed about events/promotions on property and in the market.
• Perform work regularly and adhere to Virginia Lottery Regulations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Food Services and Drinking Places
• Education Level: High school or GED