HCVR VIP Host (Full Time; Varied Shift)

Harrah's Valley River Casino & Hotel•Murphy, NC

4d•Onsite

About The Position

The VIP Host manages all aspects of guests’ on-property journeys while coordinating pre- and post-trip planning with the account development team. The role focuses on delighting guests and exceeding expectations through gracious, enthusiastic, and personalized service. The VIP Host is empowered to make comp decisions within established guidelines and works across property teams to support seamless guest experiences and build customer loyalty.

Requirements

High school diploma or GED required.
Three years of customer service experience required.
Ability to manage time effectively and perform multiple tasks simultaneously.
Proficiency with customer Point-of-Service systems.
Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.
Excellent interpersonal, problem-solving, customer service, networking, oral communication, and written communication skills.
Systematic, process-oriented mindset to ensure seamless end-to-end customer experiences.
Ability to create and seize opportunities, including in ambiguous situations.
Ability to build rapport quickly through listening, sharing, understanding, and comforting.
Ability to remain calm under pressure and respond constructively to challenging, stressful, or unexpected situations.
Ability to prepare competitive strategies and plans, scope and plan tasks, set goals, assess performance, anticipate challenges, and adjust for roadblocks.
Neat, professional appearance and excellent personal hygiene.
Ability to stoop, bend, reach, kneel, twist, and grip items.
Ability to read, write, speak, and understand English and respond to visual and aural cues.
Ability to work in a small, shared office space and operate in stressful situations.
Ability to lift up to 25 pounds and carry 5 pounds.
Ability to tolerate varying noise and temperature levels, illumination, vibration, crowds, and air quality, including secondhand smoke.
Ability to work a flexible schedule, including weekends, evenings, and holidays.

Nice To Haves

Bachelor of Science or Bachelor of Arts degree from an accredited educational institution preferred.
Experience with luxury brands, casino/hotel environments, hosting, or other account management preferred.

Responsibilities

Greet guests in the casino and participate in social events and special promotions.
Use sound judgment and make decisions in accordance with established comp and expense guidelines; exercise comp authority.
Handle difficult guests and situations calmly, professionally, and prudently.
Maintain close ties with customers to engender loyalty.
Anticipate and respond to guest needs, including transportation and accommodation arrangements.
Coordinate with the Account Development team and property employees, including Credit, Gaming, Hotel, Food & Beverage, and Transportation, to deliver pre-trip itineraries.
Identify and resolve service failures promptly, using comp authority or exceptions when appropriate to address service gaps and strengthen guest loyalty.
Comply with applicable laws, regulations, policies, procedures, and company values with integrity and honesty.
Identify opportunities to increase efficiencies and improve products or services.
Communicate programs and services to relevant people, obtain support, and keep them informed of business-impacting changes.
Track existing products and services and progress on new initiatives.
Stay knowledgeable about property and market happenings and developments in the local market and industry.
Find new customers based on criteria established by property leadership.
Provide guests with consistent, polite, timely, and accurate information and service, taking initiative to find answers when needed.
Uphold the Code of Commitment, company policies and procedures, industry regulations, department goals, and business strategy.