VIP Hospitality Casino Host

Caesars Entertainment•Baltimore, MD

1d•Onsite

About The Position

As a member of the VIP Hospitality team, your foremost role will be to manage all aspects of a customer journey while on property, simultaneously coordinating with account development team members on pre- and post-trip planning. The VIP Host will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service. Candidates should have sharply honed interpersonal skills; inspire confidence and exude authenticity with regard to both guest and team interactions. The ideal candidate for this position will possess inherent customer service skills, a passion for customer care, and a commitment to proactive service and recovery as necessary. Members of the VIP Hospitality 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 and will deliver on Harrah’s service promise, while be held accountable for all service opportunities that may arise.

Requirements

Ability to think independently in making real-time decisions to maximize customer service experience
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
Ability to obtain and maintain valid gaming license
Strong analytical, judgment and decision-making skills to make knowledgeable decisions regarding complimentary amenities
Excellent written and oral communication skills
Experience with word processing and spreadsheet computer applications
Ability to be physically mobile, and stand/walk for 8 to 12-hour shifts.
Excellent guest service and communication skills.
Must be able to work in areas containing dust, secondhand smoke, varying noise and temperature levels, lighting, vibrations, crowds and air quality.
Must always present a professional appearance and demeanor.
Regular and punctual attendance is required.
Ability to develop, maintain and grow profitable relationships with high-value casino guests

Nice To Haves

Knowledge of player development strategies, casino marketing programs and customer relationship management practices preferred
Critical competencies to include Approachable - Spends the extra effort to put others at ease. An exceptional listener who is gracious, empathetic and patient. Initiative - Create and seize opportunities to win, even when faced with ambiguity. True passion for results. Interpersonal Savvy - Builds rapport quickly by listening, sharing, understanding and comforting. Outside In - Obsessed with exceeding customer expectations. Passionate about service improvements. Self-Assurance - Confident in ability to meet goals. Composure - Cool under pressure; doesn't show frustration or become defensive when faced with challenging or stressful situations; not knocked off balance by the unexpected; a settling influence with others.

Responsibilities

Greetings guests in the casino and participates in social events and special promotions
Uses sound judgment and makes decisions in accordance with established comp and expense guidelines
Fully empowered with comp authority to issue comps in accordance with the approved comp matrix
Handles difficult guests and situations in a calm, professional and prudent manner
Maintains close ties with customers to engender 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 Account Development team, New Business Team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to create successful delivery of pre-trip itinerary
Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions
Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
Identify ways to increase efficiency and to improve products or services
Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact on the business
Keeps track of existing products/services and/or progress on new initiatives
Must be knowledgeable of all happenings on property and in market
Find new customers based on criteria established by property leadership
Stays up to date with the latest developments in both the local market and industry
Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
Gives consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure
Has Complimentary privileges within prescribed limits in accordance with the approve comp matrix
Develops and maintains relationships with assigned VIP guests through proactive contact, including phone calls, emails, text messaging and in-person interactions
Meets or exceeds established performance goals including trips, theoretical revenue, visitation frequency and guest retention objectives
Documents all guest interactions, preferences, service recoveries and follow-up activities in the approved customer relationship management system
Monitors guest play and spending patterns to identify opportunities for increased visitation, loyalty and revenue growth
Conducts post-visit follow-up with guests to ensure satisfaction and identify future visitation opportunities