Senior Executive Casino Host (Full Time; Swing)

Harrah's Cherokee Casino Resort•Cherokee, NC

3d•Onsite

About The Position

Harrah’s Cherokee Casino Resort Position Description POSITION TITLE: Senior Executive Casino Host DEPARTMENT: Casino Marketing GRADE/FLSA STATUS: S16—Exempt--Incentive Bonus Eligible BADGE TYPE/COLOR: Key—Blue REPORTS TO: Supervisor, Senior Executive Casino Host SUPERVISES: N/A JOB SUMMARY: Own all aspects of strategic relationships with a specific group of 300-500 VIP players for whom they direct account development, relationship building and service while on property. Purpose in this role will be to develop a lasting, growth-oriented relationship with each customer through a combination of in-person and on the phone sales activities.

Requirements

High school diploma or GED required
Three to five years experience casino/hotel, customer service, host or other account management experience required (luxury service experience preferred)
Must demonstrate the following essential knowledge and skills:
Ability to think independently in making decisions to maximize customer service experience and program profitability
Ability to effectively manage time and perform multiple tasks simultaneously
Must be proficient with customer Point-of-Service systems
Excellent interpersonal, communication, problem solving and analytical skills required
Must have excellent customer service skills
Must have a systematic and process oriented mindset to ensure seamless end-to-end customer experiences
Excellent networking abilities
Avid member of the local community, including commercial and industry awareness
Must present a well-groomed professional appearance
Must have excellent oral and written communication skills
Leveraging sales techniques to maximize performance
Internally motivated to graciously serve, delight and build player loyalty
Anticipating and listening to customer needs
Engaging others to succeed
Applied functional/business knowledge; professionalism, composure, effectiveness
Neat, professional appearance with excellent personal hygiene
Must be able to stoop, bend, reach, kneel, twist, grip items
Must be able to read, write, speak and understand English
Must be able to respond to visual and aural cues
Must be able to work in small, shared office space
Must lift up to 25 pounds
Must have the manual dexterity and coordination to operate office equipment, including computers, fax machine and photo copier
Must be able to lift up to 25 pounds
Must be able to travel overnight if required
Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including second hand smoke
Must be able to work a flexible schedule including weekends, evenings and holidays

Nice To Haves

BS/BA from an accredited educational institution preferred
luxury service experience preferred

Responsibilities

Responsible for generating casino revenue through development of VIP accounts while maximizing existing revenue streams utilizing our active databases and implementing creative marketing programs
Builds loyalty among valued VIP customers by developing relationships effectively utilizing marketing and upscale sales techniques
Maintains relationships with VIP guests through personal contact by phone and in person with the ultimate goal of maximizing gaming revenue goals as set by the management team
Works to utilize transportation resources, including 30-seat jet, corporate jet, direct mail to actively recruit VIP players
Significant amount of time customer facing; participating in special events and social functions
Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements
Coordination as needed with VIP Concierge team to lead to successful delivery of pre-trip itinerary; leveraging partnerships throughout the property (Gaming, Hotel, Food & Beverage, etc.) to maximize smooth, high end service delivery
Establishes, coordinates, and leads both on and off-property VIP events
Handles difficult guests and situations in a calm, professional and prudent manner
Fully empowered with comping authority
Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
Responds to and consistently meets the needs of internal clients
Supports and cultivates new ideas and methods to deliver business solutions
Identifies ways to increase efficiencies or improve product or service
Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business
Keeps track of existing products/services and/or progress on new initiatives
Stays up to date with the latest developments in the industry, current market trends and all on-property and competitor events
Develops skills to handle increasingly complex matters
Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
Politely gives consistent, timely and accurate information and finds answer when unsure
Adhere to regulatory, departmental and company policies in an ethical manner