VIP Host-Hospitality- Full Time (Harrah's Ak-Chin Casino)
About The Position
As a member of the Casino Marketing team, the VIP Host manages all aspects of a customer’s journey while on property and coordinates with account development team members on pre- and post-trip planning. The role focuses on delighting guests and exceeding expectations through gracious, enthusiastic, personalized service. Candidates should have strong interpersonal skills and inspire confidence and authenticity in interactions with guests and team members. The VIP Host provides proactive customer care and service recovery, using real-time customer data and alert systems to resolve issues. The Hospitality team works collaboratively to deliver the company’s service promise and is accountable for addressing service opportunities. The role includes extensive interaction with guests on the casino floor and requires a flexible schedule, including weekends, evenings, and holidays.
Requirements
- High school diploma or GED required.
- Three to five years of experience in casino/hotel, customer service, hosting, or another account-management role preferred.
- Ability to make independent decisions that maximize customer service and program profitability.
- Proficiency with customer Point-of-Service systems.
- Excellent interpersonal communication, problem-solving, and analytical skills.
- Systematic, process-oriented mindset to ensure seamless end-to-end customer experiences.
- Strong attention to detail in trip logistics and customer interactions.
- Excellent customer-service skills.
- Well-groomed, professional appearance.
- Ability to listen and respond to visual and aural cues.
- Excellent oral and written communication skills.
- Ability to demonstrate integrity and recognize standards required in a regulated business.
- Computer literacy, including knowledge of Microsoft Office and Excel.
- Ability to maneuver throughout all areas of the casino and remain alert and observant.
- Physical ability to stand and walk for long periods, lift and carry up to 20 pounds, and bend, reach, kneel, twist, and grip items.
- Ability to work in areas with varying noise and temperature levels, illumination, vibration, crowds, and secondhand smoke.
- Ability to work efficiently at a fast pace and operate in mentally and physically stressful situations.
- Ability to work a flexible schedule, including weekends, evenings, and holidays.
Nice To Haves
- Multilingual ability.
- Three to five years of experience in casino/hotel, customer service, hosting, or another account-management role.
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; the role has comp authority.
- Maintain close ties with customers to engender loyalty.
- Anticipate, respond to, and meet or exceed guests’ needs, including arranging transportation and accommodations.
- Coordinate with the Account Development team, New Business Team, and property employees to deliver pre-trip itineraries.
- Find new customers based on criteria established by property leadership.
- Manage time effectively and perform multiple tasks simultaneously.
- Spend approximately 80% of the shift standing or walking on the casino floor and interacting with guests.
- Handle difficult guests and situations calmly, professionally, and prudently.
- Proactively identify and resolve service failures, taking immediate action to close service gaps and encourage player loyalty and return visits.
- Comply with applicable rules, regulations, laws, policies, and company expectations, and demonstrate integrity and honesty.
- Identify ways to improve efficiency and products or services.
- Communicate programs and services to relevant people, seek their support, and keep them informed of business-impacting changes.
- Track existing products and services and progress on new initiatives.
- Stay knowledgeable about happenings on the property and in the market, and keep up with local-market and industry developments.
- Provide guests with consistent, polite, timely, and accurate information and service, taking initiative to find answers when needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
