Multicultural Executive Host

Caesars Entertainment•Baltimore, MD

12d•Onsite

About The Position

This role is responsible for flawlessly booking guest trip accommodations, including special events, restaurant reservations, shows, hotels, and transportation. The Executive Host handles and resolves player problems, maintains guest goodwill, and ensures guests are aware of property promotions and special events. They act as a customer listening post, recording feedback for service and marketing improvements. The role involves actively seeking out target players, introducing them to the company's products and programs, and engaging with community leaders. The Executive Host drives revenue and profits from target guests, provides complimentary services within guidelines, and complies with all regulatory requirements. They represent the company at external functions, plan cross-brand trips, and leverage property amenities to drive loyalty and revenue. The position requires proficiency in various systems for tracking, guest contacts, and event reservations. The Executive Host must understand the program's performance against goals, collaborate with departments for player satisfaction, and maintain high standards of courtesy, professionalism, and discretion in all communications and handling of customer information. Confidentiality of player accounts and company information is paramount, as is adherence to gaming board regulations and internal controls. Consistent demonstration of superior customer service, a positive attitude, and promotion of the Caesars Rewards program are expected. All other duties as assigned.

Requirements

Must be fluent in Vietnamese (written & verbal)
B.A. in related field or equivalent work experience
Outstanding communication and organization skills required
Undergoes pre-employment screening and selection process
Must pass training tests or sessions required to execute job responsibilities
Must have a minimum of three (3) years in a supervisory capacity with customer related service or three (3) years experience in Casino Operations, Casino Marketing, Player Development or industry sales experience with assigned accounts and service standards
Must have computer skills
Must meet all relevant regulatory requirements
Will be required to sign a non-compete agreement
Agrees to sign non-disclosure agreement upon job offer
Must be able to speak, read, write and understand English
Must be able to work independently with minimal supervision
Must be able to respond calmly and make rational decision when handling customer needs and concerns
Must be able to work in a noisy environment
Must be available to work a flexible schedule
Must have physical ability to walk 5+ miles during work day
Must be able to work long hours on telemarketing calls
Must be able to change schedule with short notice
Excellent communication skills, both verbal and written
Strong proficiency in Microsoft Office applications
Good organizational skills and attention to detail
Ability to make rational, clear decisions, act quickly and solve problems in a timely manner
Effective Networking skills

Responsibilities

Responsible for flawlessly booking all guest trip accommodations i.e. Special event reservations, restaurant reservations, shows, hotel, transportation, special amenities, etc.
Handles and resolves player problems or service issues that may arise from time to time
Maintain goodwill with all guests
Ensures guests are aware of all property special events and promotions, and supports execution of special events and promotions through attendance
Continuously serves as a customer listening post, ensuring that all customer feedback is properly recorded and forwarded to the appropriate manager to ensure that all service and marketing programs are functioning as designed
Actively seeks out target players while customer is on property and takes appropriate steps to ensure that new or infrequent guests are properly introduced to our product, Caesars Rewards program and/or direct mail programs
Proactively engages community leaders and groups, taking an active participation role in the community
Drives revenue and profits from target guests to achieve stated goals
Provides complimentary services to target guests in accordance with established and approved guidelines
Complies with all state and local regulatory requirements
Represents the company at external functions and/or related functions, always maintaining a profession demeanor
Flawlessly plans, schedules and makes arrangements for targeted guests on cross-brand or cross-property trips
Leverages property amenities/marketing programs to targeted players to drive loyalty and annual revenue
Uses all systems including, but not limited to, CMS, LMS, SMART and EMS, for the purpose of tracking complimentary items, guest contacts and event reservations
Maintains a clear understanding of the program’s performance against stated and approved goals and seeks support from their manager on tactics on how to correct any downward turns in business. Maintains a very comprehensive understanding of the competitive environment within our market and can promote and explain the service/marketing elements that differentiate Horseshoe from the competition
Collaborates with workgroup and all support departments to ensure player satisfaction
Communicates all relevant information to co-workers and management to maintain consistency and avoid potential problems
Works with team members to achieve common goals
Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances
Maintains confidentiality of all player accounts and/or property/company proprietary information
Maintains security and confidentiality of files records and lists, and adheres to all gaming board regulations and all property internal controls.
Consistently demonstrates superior customer service skills to external and internal guests by displaying Spotlight on Success behaviors
Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next
Promotes Caesars Rewards programs and Caesars Rewards registration and membership
All other duties as assigned