Multicultural Executive Host

Caesars Entertainment•Baltimore, MD

11d•Onsite

About The Position

Responsible for flawlessly booking all guest trip accommodations including special event reservations, restaurant reservations, shows, hotels, transportation, and special amenities. Handles and resolves player problems or service issues that may arise. Maintains goodwill with all guests and ensures they are aware of all property special events and promotions. Continuously serves as a customer listening post, ensuring feedback is recorded and forwarded to the appropriate manager. Actively seeks out target players, introduces new or infrequent guests to property offerings, and drives revenue and profits from target guests. Provides complimentary services and represents the company at external functions. Plans and schedules trips for targeted guests across brands and properties, leveraging property amenities to drive loyalty and revenue. Uses various systems for tracking and reservations. Maintains an understanding of program performance and competitive environment. Collaborates with departments to ensure player satisfaction and communicates relevant information to maintain consistency. Maintains high standards of courtesy, professionalism, and discretion, including confidentiality of player accounts and property information. Demonstrates superior customer service skills and a positive attitude. Promotes Caesars Rewards programs. 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 decisions 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

Flawlessly book all guest trip accommodations (special event reservations, restaurant reservations, shows, hotel, transportation, special amenities, etc.).
Handle and resolve player problems or service issues.
Maintain goodwill with all guests.
Ensure guests are aware of all property special events and promotions, and support their execution through attendance.
Act as a customer listening post, ensuring feedback is recorded and forwarded to the appropriate manager.
Actively seek out target players and introduce new or infrequent guests to property offerings, Caesars Rewards program, and/or direct mail programs.
Drive revenue and profits from target guests to achieve stated goals.
Provide complimentary services to target guests in accordance with established and approved guidelines.
Comply with all state and local regulatory requirements.
Represent the company at external functions and/or related functions, always maintaining a professional demeanor.
Flawlessly plan, schedule, and make arrangements for targeted guests on cross-brand or cross-property trips.
Leverage property amenities/marketing programs to targeted players to drive loyalty and annual revenue.
Use all systems including, but not limited to, CMS, LMS, SMART and EMS, for tracking complimentary items, guest contacts, and event reservations.
Maintain a clear understanding of the program’s performance against stated and approved goals and seek support from their manager on tactics to correct any downward turns in business.
Maintain a comprehensive understanding of the competitive environment and promote/explain differentiating service/marketing elements.
Collaborate with workgroup and all support departments to ensure player satisfaction.
Communicate all relevant information to co-workers and management to maintain consistency and avoid potential problems.
Work with team members to achieve common goals.
Maintain high standards of courtesy, professionalism, and discretion in all communications.
Maintain confidentiality of all player accounts and/or property/company proprietary information.
Maintain security and confidentiality of files, records, and lists, and adhere to all gaming board regulations and internal controls.
Consistently demonstrate superior customer service skills by displaying Spotlight on Success behaviors.
Maintain upbeat, positive attitude, friendly and helpful demeanor, positive energy, and enthusiasm.
Promote Caesars Rewards programs and Caesars Rewards registration and membership.