VIP Host (Full-Time; Varied)

Harrah's Cherokee Casino Resort•Cherokee, NC

About The Position

The VIP Host manages all aspects of a guest’s on-property journey while coordinating with account development team members on pre- and post-trip planning. The role focuses on delighting guests and exceeding their expectations through gracious, enthusiastic, and personalized service.

Requirements

High school diploma or GED.
Three years of customer service experience.
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 and process-oriented approach to delivering end-to-end customer experiences.
Demonstrated teamwork behaviors and attitudes.
Ability to create and seize opportunities, including when faced with ambiguity.
Ability to build rapport quickly by listening, sharing, understanding, and comforting.
Strong commitment to exceeding customer expectations.
Neat, professional appearance and excellent personal hygiene.
Ability to read, write, speak, and understand English.
Ability to operate in stressful situations and 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.
Experience with luxury brands, casino or hotel environments, hosting, or other account management.

Responsibilities

Support Caesars Entertainment’s business objectives, ethics, and values in accordance with its Code of Commitment and Mission, Vision, and Values.
Greet guests in the casino and participate in social events and special promotions.
Use sound judgment and make decisions within established comp and expense guidelines; the position has comp authority.
Handle difficult guests and situations calmly, professionally, and prudently.
Maintain close customer relationships to build loyalty.
Anticipate and meet or exceed guest needs, including transportation and accommodation arrangements.
Coordinate with the Account Development team, New Business Team, and property employees to deliver pre-trip itineraries.
Identify and resolve service failures promptly, using comp authority or exceptions as appropriate to address service gaps and encourage guest loyalty and return visits.
Comply with applicable laws, regulations, policies, and company expectations, acting with integrity and honesty.
Identify opportunities to improve efficiencies, products, or services.
Communicate programs and services to relevant people, secure support, and keep them informed of business-impacting changes.
Track existing products and services and progress on new initiatives.
Stay informed 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.