VIP Host

JACK Entertainment•Cleveland, OH

About The Position

The VIP Host strives to delight guests and exceed expectations through gracious, enthusiastic, personalized service. The role requires strong interpersonal skills, authenticity, confidence, proactive customer care, and the ability to anticipate and resolve guest needs and service issues. VIP Hosts use customer data and alert systems, collaborate with team members across the property, and are accountable for service opportunities while delivering JACK’s service promise. The position supports VIP events and promotions, builds guest loyalty, handles guest communications and arrangements, and resolves service failures using judgment and comp authority within established guidelines. VIP Hosts must maintain guest privacy, adapt service to cultural sensitivities, stay informed about property and market developments, and comply with applicable laws, policies, regulations, and company expectations. The role includes off-property events and may require responding to VIP calls and text messages outside scheduled shifts.

Requirements

Two to three years of experience in casino/hotel work, customer service, hosting, business development, or account management.
Ability to work independently.
Ability to think independently when making decisions to maximize customer service and program profitability.
Ability to manage time effectively and perform multiple tasks simultaneously.
Proficiency with customer Point-of-Service systems.
Excellent interpersonal, communication, problem-solving, and analytical skills.
A systematic, process-oriented mindset to ensure seamless end-to-end customer experiences.
Strong attention to detail regarding trip logistics and customers.
Excellent customer service skills.
Professional, well-groomed appearance.
Ability to listen and respond to visual and aural cues.
Ability to speak distinctly and persuasively.
Ability to read, write, speak, and understand English.
Must be at least 21 years of age.
Ability to obtain and maintain a Gaming Occupational License in the State of Ohio.
Ability to sit, stand, or walk for long periods, up to 8 hours.
Ability to move throughout the property and between floors using stairways with a minimum of 20 steps or an escalator.
Ability to lift and carry up to 50 pounds and to push, pull, reach, bend, twist, stoop, and kneel.
Ability to tolerate areas containing dust, loud noises, bright lights, and smoking guests.
Ability to work varied shifts, weekends, and holidays as needed.
Ability to manage several projects simultaneously and adapt to changing priorities and unforeseen obstacles.

Nice To Haves

Luxury service experience.
Multilingual ability.

Responsibilities

Greet casino guests, confirm their ClubJACK membership, and pursue enrollment for guests who are not members.
Support the planning, preparation, and execution of VIP events and special promotions.
Apply Casino Marketing bonus program guidelines and meet minimum requirements for established goals and objectives.
Use sound judgment and make decisions in accordance with comp and expense guidelines.
Handle difficult guest situations calmly and professionally while protecting the company’s interests and maintaining guest satisfaction.
Participate in off-property events, including hosting VIP guests at sporting and concert venues.
Field calls and text messages from VIP guests and team members when off shift or on days off.
Maintain close customer relationships to create loyalty.
Anticipate and meet guest needs, including transportation, hotel accommodations, restaurant reservations, and other arrangements.
Communicate seamlessly with the Executive Host team and other property teams, including ClubJACK, Cage/Credit, Gaming, Food & Beverage, and Valet/Parking.
Identify and resolve service failures promptly, using comp authority or exceptions when necessary to close service gaps and reinforce player loyalty and intent to return.
Comply with applicable rules, regulations, laws, policies, and company expectations, and act with integrity and honesty.
Identify opportunities to improve efficiency and products or services.
Communicate programs and services to internal team members, seek their support, and keep them informed of relevant changes.
Track existing products and services and progress on new initiatives.
Stay informed about happenings on the property and in the market.
Find and develop new customers based on criteria established by property leadership.
Respect and maintain VIP guest privacy.
Understand cultural sensitivities and adapt service accordingly.
Provide guests with consistent, polite, timely, and accurate information and service, taking initiative to find answers when needed.