VIP Hospitality Host

Caesars Entertainment•St. Louis, MO

About The Position

Under general supervision, the VIP Hospitality Host develops and coordinates methods to attract mid- to high-limit players and hosts those guests to ensure satisfaction and repeat visits. The role builds relationships with midrange gaming customers to encourage return visits, foster customer loyalty, and increase theoretical and earning potential value. The position maintains personal contact with targeted guests, arranges accommodations and amenities, handles player concerns, and supports guest events. It provides complimentary items in accordance with established guidelines and business practices, uses casino systems to track complimentary items and player relationships, and collaborates with team members and support departments to fulfill guest itineraries and maintain guest satisfaction. The role requires discretion and confidentiality in all customer communications and records.

Requirements

Ability to think independently when making decisions to maximize the customer service experience and program profitability.
Ability to manage time effectively and perform multiple tasks simultaneously.
Systematic, process-oriented mindset to ensure seamless end-to-end customer experiences.
Excellent interpersonal skills.
Ability to obtain and maintain a Missouri Gaming License.
Excellent oral and written communication skills.
Ability to listen and respond to visual and aural cues.
Ability to be physically mobile and stand or walk for 8 to 12-hour shifts.
Excellent guest service and communication skills.
Ability to work in areas containing dust, secondhand smoke, varying noise and temperature levels, lighting, vibrations, crowds, and varying air quality.
Professional appearance and demeanor at all times.
Regular and punctual attendance.
High school diploma or equivalent, plus one to three years of progressive casino, marketing, or sales-related experience, or an equivalent combination of training, education, and experience demonstrating the ability to perform the duties.
At least six months of experience directly related to the specified accountabilities, or an equivalent combination of training, education, and experience demonstrating the ability to perform the duties.

Responsibilities

Maintain close ties with targeted guests through personal contact on property; this generally consumes about 75% of work time.
Arrange accommodations and amenities, including shows, hotel, restaurant, and transportation.
Handle and resolve player problems.
Maintain goodwill with all guests.
Ensure guests are aware of events and support execution through attendance and follow-up.
Provide complimentary items according to established guidelines and sound business practices.
Comply with state and local regulatory requirements.
Build relationships with target players through CIS and SFMS systems.
Leverage property amenities and programs for targeted players.
Use casino computer systems to track complimentary items provided to qualified guests in accordance with comping guidelines.
Use proactive discretionary comping to encourage repeat patronage.
Collaborate with the work group and support departments to ensure player satisfaction.
Work with team members to achieve common goals.
Fulfill guest itineraries and prioritize guest satisfaction.
Maintain courtesy, professionalism, and discretion in communications to, about, or with customers, including communications regarding their arrangements and finances.
Maintain confidentiality of player accounts.
Maintain the security and confidentiality of files, records, and lists.
Perform other duties as assigned by management.