HCVR VIP Host (Full Time; Varied Shift)

Harrah's Cherokee Casino Resort•Murphy, NC

About The Position

The VIP Host manages all aspects of guests’ journeys while they are on property and coordinates with the account development team on pre- and post-trip planning. The role focuses on delighting guests and exceeding expectations through gracious, enthusiastic, and personalized service. The host uses comp authority within established guidelines, maintains customer relationships, coordinates guest arrangements and itineraries across property departments, and helps resolve service issues to build loyalty and encourage return visits. The position also supports casino marketing objectives by identifying prospective customers, keeping informed about property and market activity, communicating programs and changes, and pursuing service and operational improvements. The role requires a professional appearance and strong customer-service, interpersonal, communication, problem-solving, networking, time-management, and multitasking skills. The host must be comfortable working under pressure and in a flexible schedule that includes weekends, evenings, and holidays. Work takes place in a small shared office and casino/property environments that may involve crowds, varying noise and temperature, vibration, changing illumination, and secondhand smoke.

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 and problem-solving skills.
Excellent customer-service skills.
Systematic, process-oriented mindset focused on seamless end-to-end customer experiences.
Excellent networking abilities.
Excellent oral and written communication skills.
Ability to create and seize opportunities to win in ambiguous situations.
Ability to build rapport quickly through listening, sharing, understanding, and comforting.
Ability to remain composed under pressure and serve as a settling influence in challenging or unexpected situations.
Ability to prepare competitive strategies and plans, scope and plan tasks, set goals, evaluate performance, anticipate challenges, and adjust to roadblocks.
Neat, professional appearance and excellent personal hygiene.
Ability to stoop, bend, reach, kneel, twist, and grip items; lift up to 25 pounds and carry 5 pounds.
Ability to read, write, speak, and understand English; respond to visual and aural cues; and operate in stressful situations.
Ability to work a flexible schedule including weekends, evenings, and holidays.
Ability to tolerate varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke.

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 account management preferred.

Responsibilities

Promote Caesars Entertainment’s business objectives, ethics, values, Code of Commitment, and mission, vision, and values.
Greet guests in the casino and participate in social events and special promotions.
Make decisions using sound judgment and established comp and expense guidelines; exercise comp authority.
Handle difficult guests and situations calmly, professionally, and prudently.
Maintain close customer relationships to encourage loyalty.
Anticipate and meet or exceed guest needs, including arranging transportation and accommodations.
Coordinate with Account Development and property teams, including Credit, Gaming, Hotel, Food & Beverage, and Transportation, to deliver pre-trip itineraries.
Identify and resolve service failures promptly, using comp authority or exceptions as appropriate to address service gaps and support player loyalty and return intent.
Identify opportunities to improve efficiency, products, or services.
Communicate programs and services, obtain support, and keep relevant people informed about 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 using criteria established by property leadership.
Provide guests with consistent, polite, timely, and accurate information and service, and find answers when unsure.
Comply with applicable laws, regulations, and company, departmental, and regulatory policies and procedures with integrity and honesty.