HCVR Senior Executive Casino Host (Full Time; Swing Shift)

Harrah's Cherokee Casino Resort•Murphy, NC

17d

About The Position

Harrah’s Cherokee Valley River Casino & Hotel 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, Casino Marketing 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. JOB ESSENTIAL DUTIES AND RESPONSIBILITIES: Establish and endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values Responsible for generating casino revenue through development of VIP accounts while maximizing existing revenue streams utilizing our active databases and implementing creative marketing programs Build loyalty among valued VIP customers by developing relationships effectively utilizing marketing and upscale sales techniques Maintain 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 Work 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 Anticipate, respond to and consistently meet or exceed 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 Establish, coordinate, and lead both on and off-property VIP events Handle difficult guests and situations in a calm, professional and prudent manner Empowered with comping authority Comply with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty Respond to and consistently meets the needs of internal clients Support and cultivate new ideas and methods to deliver business solutions Identify ways to increase efficiencies or improve product or service Communicate programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business Keep track of existing products/services and/or progress on new initiatives Stay up to date with the latest developments in the industry, current market trends and all on-property and competitor events Develop skills to handle increasingly complex matters Comply with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy Give consistent, timely and accurate information and finds answer when unsure Adhere to regulatory, departmental and company policies/procedures in an ethical manner MINIMUM QUALIFICATIONS: High school diploma or GED required BSBA from an accredited educational institution preferred 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: Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook 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 Neat, professional appearance with excellent personal hygiene 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 PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS: Must be able to stoop, bend, reach, kneel, twist, grip items Must be able to maneuver to all areas of casino Must be able to operate in stressful situations 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 be able to lift up to 25 pounds 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 This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah’s Cherokee Valley River Casino & Hotel reserves the right to make changes in the above job description whenever necessary. 5.14.15

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:
Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
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
Neat, professional appearance with excellent personal hygiene
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
Must be able to stoop, bend, reach, kneel, twist, grip items
Must be able to maneuver to all areas of casino
Must be able to operate in stressful situations
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 be able to lift up to 25 pounds
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

BSBA 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
Build loyalty among valued VIP customers by developing relationships effectively utilizing marketing and upscale sales techniques
Maintain 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
Work to utilize transportation resources, including 30-seat jet, corporate jet, direct mail to actively recruit VIP players
Anticipate, respond to and consistently meet or exceed 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
Establish, coordinate, and lead both on and off-property VIP events
Handle difficult guests and situations in a calm, professional and prudent manner
Empowered with comping authority
Comply with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
Respond to and consistently meets the needs of internal clients
Support and cultivate new ideas and methods to deliver business solutions
Identify ways to increase efficiencies or improve product or service
Communicate programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business
Keep track of existing products/services and/or progress on new initiatives
Stay up to date with the latest developments in the industry, current market trends and all on-property and competitor events
Develop skills to handle increasingly complex matters
Comply with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
Give consistent, timely and accurate information and finds answer when unsure
Adhere to regulatory, departmental and company policies/procedures in an ethical manner