VIP Executive Host

JACK Entertainment•Cleveland, OH

10d

About The Position

The ideal candidate for this position will be self-motivated and entrepreneurial, and committed to personalizing interactions to drive performance. To be best positioned to succeed, candidates should have a keen sense of personal ambition, excellent communications skills, and the ability to engage others to commit to action. Members of the Executive Host I team will work to resolve customer issues using a rich set of tools which include real time customer data and alert systems. Members of this team will operate in a highly collaborative way with VIP Host team to deliver on JACK’s service promise, while being held accountable for all service opportunities that may arise.

Requirements

Must be able to work independently.
Must be able to sit, stand or walk for long periods of time (8 hours).
Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
Must be able to lift and carry up to 50 lbs.; and, have the ability to push, pull, reach, bend, twist, stoop and kneel.
Respond to visual and aural cues.
Must have the manual dexterity to operate a computer and other necessary office equipment.
Must be able to tolerate areas containing dust, loud noises and bright lights.
Must be able to work varied shifts, weekends and holidays as needed.
Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
Ability to speak distinctly and persuasively.
Must be able to read, write, speak, and understand English
Must be able to work in an environment where guests are smoking.
Must have excellent customer service skills.
One or more years’ experience casino/hotel, customer service, host or other account management experience (or comparable experience).
Ability to think independently in making real-time 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 a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences.
Strong attention to detail with both trip logistics and customers.
Must present well-groomed professional appearance.
Must be 21 years of age
Must be able to obtain, and maintain an Ohio Casino Control Commission Gaming Occupational License.

Nice To Haves

Multilingual preferred, but not required.

Responsibilities

Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business.
Effectively delivers required sales targets
Maintains relationships with VIP guests through personal contact by phone and in person with the ultimate goal of increasing business
Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
Anticipates, responds to and consistently meets or exceeds 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.
Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
Gives consistent, timely and accurate information and finds answer when unsure.
Responsible for working effectively as a collaborative team player.
Plans and creates events and community opportunities to drive awareness, and greet potential customers.
Proactively greets guests on the casino floor and participates in promotional events
Uses sound judgment and makes decisions in accordance with established comp and expense guidelines
Fully empowered with comp authority.
Handles difficult guests and situations in a calm, professional and prudent manner.
Maintains relationships with VIP guests through personal contact by phone and in person with the ultimate goal of increasing business and gain loyalty
Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements.
Seamless coordination with the Casino Marketing teams) as well as employees throughout property (e.g. Check Cashing, Gaming, Hotel, Food & Beverage, Transportation) to create successful delivery of pre-trip itinerary.
Must be knowledgeable of all events/promotions/etc. on property and in market.
Stays up to date with the latest developments in both the local market and industry.