VIP Host

Jena Choctaw Pines•Dry Prong, LA

1d•Onsite

About The Position

The VIP Host position depicts the “face” of the casino in a service capacity, thus promoting the highest quality of guest satisfaction and repeat business. The VIP Host will ensure loyalty from our very best players, and work to develop new players. A VIP Host is expected to have the upmost level of professionalism and integrity when responding and interacting with guests. The VIP Host is responsible for identifying, developing, and retaining premium players. A VIP Host will provide assistance to various departments ensuring guest service standards are being met on the casino floor, issuing appropriate comps and answering guest questions or concerns. This position will rely on experience, excellent judgment and self-motivation to plan and accomplish goals. A certain degree of creativity and latitude is required in this position. This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Requirements

Must be at least 21 years of age.
High School Diploma or GED/equivalent.
A demonstrated ability to use basic Microsoft Office functions (such as, but not limited to, Word, Outlook, and Excel) is required.
Excellent communication skills and friendly, outgoing personality is required.
Must be a proven self-starter, flexible, versatile and responsible.
Work schedules will be dependent upon business needs. Candidates must be able to work all schedules, all days and all shifts, and these may change week to week.

Nice To Haves

Prior customer service and sales experience preferred.
Prior experience with IGT Patron Management is a plus.
Tribal Preference.

Responsibilities

Greet and welcome guests on the casino floor, and promote the Brand as a warm, welcoming and inviting place to enjoy gaming, dining and promotional activities.
Remain completely up-to-date on promotions and events, and be able to explain the details to guests.
Have a comprehensive working knowledge of the player tracking and promotion systems to assist in evaluating guest play and reinvestment, generating reports and utilizing system resources to improve understanding of host quotas and guest play initiatives.
Sign up new players and encourage guests to always use their Players Club card while playing, by explaining the advantages of doing so.
Constantly promote the tiered card program and its benefits to increase player understanding of the program and build loyalty to the casino.
Be acquainted with and know all Black Card holders by name. Maintain loyalty of the casinos best players by cultivating relationships and providing personalized service in support of their needs.
Be familiar with the gaming floor machine locations, amenity’s, dining options and hours of operation to assist guest in need of information.
Ensure any questions, concerns or complaints from guests are addressed immediately, and provide follow up to ensure guest recovery, while following established protocols and procedures.
Maintain an excellent working relationship with other departments in support of exceptional guest service.
Review monthly gaming revenue and trip reports on VIP players to monitor any declines in play or inactivity of guests, then work to correct the issue through personalized telemarketing, direct mail and email efforts.
Meet Host quota goals as determined by the Director of Marketing.
Assist in the planning, execution of and participation of all VIP events or promotions as required by management.
Evaluate guest play in accordance with training and guidance given by the Director of Marketing, then issue complimentary offers in keeping with established parameters.
Provide a shift report recap on notable activities at the end of each work day.
Monthly, the VIP Host will run the list of customers with play over $8,000. The list is utilized to obtain the employment of those customers. The employment information will be input into FABITrack.
Maintain a business attire dress code and professional appearance when working.
Work with Gaming to capture information, data, photos and releases for Jackpot Winners.
Ensure guest feedback is collected and provided to management on a regular basis.
Provide additional support to the Club Host team. Specific functions and responsibilities include working in the Players Club when needed, effective decision making authority, providing leadership, direction, motivation, training, and enthusiasm for the team to drive excellence in guest satisfaction in accordance with the organization’s policies and procedures.
Provide the “Personal Touch” to valued guests by sending them birthday, anniversary, get well soon, and other cards and personal notes.
Some duties will routinely occur outside of regular scheduled work hours, and will require prompt response by: responding to phone calls, emails or text messages from guests.
Ability to work a flexible schedule including extended hours, weekends, and holidays.
Safeguards access to secure areas by ensuring that keys, comps and any items with monetary value are properly signed and accounted for at all times.
Maintains the confidential nature of all departmental and guest personal information at all times.
This position is not limited to those duties listed in the job description. Duties and responsibilities can be changed, expanded, reduced or deleted to meet business needs of the company.