Multicultural Executive Host

Caesars Entertainment•Baltimore, MD

About The Position

The Multicultural Executive Host books and coordinates guest accommodations, including special events, restaurants, shows, hotels, transportation, amenities, and cross-brand or cross-property trips. The role builds goodwill with guests, resolves service issues, promotes property events and Caesars Rewards, and supports event execution. The host seeks out target players, introduces new or infrequent guests to the property’s offerings, and provides approved complimentary services to targeted guests. The position drives revenue, loyalty, and annual guest spending while monitoring program performance and the competitive environment. It records and forwards customer feedback, uses designated systems to track guest contacts and reservations, and works with colleagues and support departments to maintain player satisfaction and consistent service. The role also participates in the community, represents the company at external functions, follows applicable gaming regulations and internal controls, and protects the confidentiality of guest and company information.

Requirements

Fluency in Vietnamese, both written and verbal.
A bachelor's degree in a related field or equivalent work experience.
At least three years in a supervisory capacity in customer-related service, or three years of experience in Casino Operations, Casino Marketing, Player Development, or industry sales with assigned accounts and service standards.
Ability to speak, read, write, and understand English.
Computer skills and strong proficiency in Microsoft Office applications.
Outstanding verbal and written communication skills.
Strong organization skills and attention to detail.
Ability to work independently with minimal supervision.
Ability to respond calmly and make rational decisions when handling customer needs and concerns.
Ability to make clear decisions, act quickly, and solve problems in a timely manner.
Effective networking skills.
Ability to work in a noisy environment.
Availability to work a flexible schedule and change schedules on short notice.
Physical ability to walk more than five miles during the workday.
Ability to work long hours on telemarketing calls.
Must undergo pre-employment screening and selection.
Must pass training tests or sessions required to perform job responsibilities.
Must meet all relevant regulatory requirements.
Must sign a non-compete agreement and, upon job offer, a non-disclosure agreement.

Responsibilities

Book and coordinate guest accommodations, including event, restaurant, show, hotel, transportation, and amenity reservations.
Resolve guest problems and service issues and maintain goodwill with guests.
Inform guests about property events and promotions and attend and support their execution.
Record customer feedback and forward it to appropriate managers.
Seek out target players and introduce new or infrequent guests to property offerings, Caesars Rewards, and direct mail programs.
Engage with community leaders and groups and participate in community activities.
Drive revenue and profits from target guests to achieve stated goals.
Provide complimentary services to target guests according to approved guidelines.
Plan and arrange targeted guests’ cross-brand or cross-property trips.
Use property amenities and marketing programs to build guest loyalty and annual revenue.
Use systems including CMS, LMS, SMART, and EMS to track complimentary items, guest contacts, and event reservations.
Monitor program performance against approved goals and seek managerial support to address downturns.
Understand the competitive market and explain how Horseshoe’s services and marketing differ from competitors.
Collaborate with the workgroup and support departments to ensure player satisfaction.
Communicate relevant information to coworkers and management to maintain consistency and prevent problems.
Work with team members toward common goals.
Maintain professional, courteous, and discreet communications concerning customers, their arrangements, and finances.
Protect the confidentiality and security of player accounts, files, records, lists, and company proprietary information; comply with gaming board regulations and internal controls.
Demonstrate superior customer service and maintain a positive, helpful, enthusiastic demeanor.
Promote Caesars Rewards registration and membership.
Represent the company at external and related functions with a professional demeanor.
Comply with state and local regulatory requirements.
Perform other duties as assigned.