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 they are 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, and personalized service. VIP Hosts use real-time customer data and alert systems to address customer issues, and work collaboratively with colleagues to deliver Harrah’s service promise while taking accountability for service opportunities. The position requires strong interpersonal and customer-service skills, confidence, authenticity, proactive service and recovery, and the ability to build guest loyalty. The VIP Host also helps identify new customers, stays informed about property and local-market activity, and communicates programs and services to relevant colleagues.
Requirements
- High school diploma or GED required.
- Three to five years of experience in casino/hotel, customer service, hosting, or other account management preferred.
- Ability to make independent decisions that maximize the customer-service experience 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 regarding trip logistics and customers.
- 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 uphold and demonstrate the highest level of integrity and recognize standards required by a regulated business.
- Computer literacy, including knowledge of Microsoft Office and Excel.
- Ability to maneuver throughout all areas of the casino and stand or walk for long periods.
- Ability to remain alert and observant of surroundings.
- Ability to lift and carry up to 20 pounds.
- Ability to 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 respond to visual, olfactory, and aural cues.
- Ability to operate in mentally and physically stressful situations.
- Ability to work a flexible schedule, including weekends, evenings, and holidays.
Nice To Haves
- Three to five years of experience in casino/hotel, customer service, hosting, or other account management.
- Multilingual ability.
Responsibilities
- 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.
- Maintain close ties with customers to engender loyalty.
- Anticipate and meet or exceed guest needs, including arranging transportation and accommodations.
- Coordinate pre-trip itineraries with the Account Development team, New Business Team, and property employees, including Credit, Gaming, Hotel, Food & Beverage, and Transportation.
- Find new customers based on criteria established by property leadership.
- Manage time effectively and perform multiple tasks simultaneously.
- Handle difficult guests and situations calmly, professionally, and prudently.
- Identify and resolve service failures proactively, using comp authority or exceptions to address service gaps and support player loyalty and intent to return.
- Comply with applicable laws, regulations, rules, policies, and standards of integrity and honesty.
- Identify opportunities to improve efficiency and products or services.
- Communicate programs and services to relevant people, seek their support, and keep them informed of changes that may affect the business.
- Track existing products and services and progress on new initiatives.
- Stay knowledgeable about property and market happenings and current developments in the local market and industry.
- Uphold company expectations, including the Code of Commitment, policies, procedures, industry regulations, department goals, and business strategy.
- Provide guests with consistent, polite, timely, and accurate information and service, taking initiative to find answers when unsure.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
