VIP Host - Virginia

Live! Casino & Hotel Virginia•Petersburg, VA

4d•Onsite

About The Position

The VIP Host is responsible for providing customer service and assistance to VIP players at Live! Casino & Hotel. The VIP Host will ensure that the highest quality of service is provided so that Live Casino guests have a favorable gaming experience. This position reports directly to the Director of Relationship Marketing.

Requirements

Ability to demonstrate a professional, mature, positive and confident demeanor in dealing with guests and accomplishing daily tasks.
Demonstrates the ability to work collaboratively as part of a team, both within and outside the department daily.
Must have a customer-focused outlook. Strives to provide the best and personalized service to all guests.
Must be self-directed and able to work independently.
Basic knowledge of Microsoft Word and Excel
Knowledge of gaming regulations. Ability to recognize problem gaming signs and deal with them appropriately.
Broad variety of tasks and deadlines requires a flexible and irregular work schedule.
Two (2) to Five (5) years of experience in customer service, marketing, hospitality management and/or gaming.
Two years of experience in direct interaction with customers.
You will be exposed to an alcohol and smoking environment and must be able to work in such environment.
Must have the ability to secure and maintain licensure as required by Virginia Gaming Control Board or any other applicable regulatory entity as may be required to perform assigned duties, or as required by Live’s operating standards.
Ability to stand and walk for extensive periods of time and move up and down steps daily
Ability to lift 20-30 pounds

Responsibilities

Proactively interact with and build relationships with VIP guests, concentrating on coded VIP guests and Black Card, Jade Card and Chairman Card tier guests
Achieve productivity goals as determined by Casino Marketing Leadership
Respond to guest’s special complimentary requests and adjust based on sound, profitable decisions using the company’s complimentary policies.
Continuously develop and sustain personalized relationships with guests; produce profitable guest relationships through management of discretionary comps.
Utilize Live!’s CRM system throughout shift to seek out VIP guests, log guest transactions, offers, and communications.
Proactively identify high worth guests who are new to property or who do not have a host and offer service.
Regularly communicate with guests to increase visitation by assisting with tier benefits, booking reservations, accommodations, and approved incentive offers.
Act as service liaison to provide a seamless experience for guests travelling from other Live! Properties including proactive communication with the guest’s host
Handle and respond to guest complaints to ensure a positive, timely outcome.
Assist with the planning and execution of promotions, special events and tournaments.
Ensure full compliance with departmental Internal Controls, policies, procedures and regulations.
Other duties as assigned.