VIP Host

Churchill Downs Incorporated•Florence, KY

About The Position

The VIP Host develops and coordinates programs to attract VIP players and hosts guests to promote satisfaction and repeat visits. The role builds relationships with VIP players, manages guest requests and issues, communicates events and promotions, organizes special events, and supports guest engagement both on and off property. The position also involves spending extended periods on the casino floor interacting with returning guests and identifying new players for the Player Rewards program.

Requirements

1–2 years of casino experience.
A flexible schedule to meet business needs, including availability for weekends, holidays, and nights.
Ability to work in a fast-paced environment while maintaining excellent guest service.
Public relations and customer service skills.
Demonstrated management abilities in effectively managing VIP and premium players.
Ability to maintain accurate records and reports and strict confidentiality of guest information.
Valid racing license.
Knowledge of the OASIS Player Tracking System and Microsoft products.
Ability to meet the physical requirements of the role, including sitting or standing, walking, using hands and arms, climbing or balancing, stooping, kneeling, crouching or crawling, and talking or hearing; may need to lift, push, or pull up to 25 pounds.

Nice To Haves

A four-year degree in a related field or equivalent work experience.
Casino experience, preferably.

Responsibilities

Develop new VIP players by building relationships through in-person interaction, player events, personalized notes, follow-up calls, and email.
Manage guest requests, take ownership of issues, resolve them promptly, and follow up to ensure guest satisfaction.
Keep hosted guests informed about events and promotions through available communication channels.
Organize and execute special events and participate in telemarketing efforts to confirm attendance.
Attend off-property functions as a company representative to entertain or assist guests as needed.
Contact guests by phone, in writing, or in person to increase trip frequency.
Award complimentary gifts, tickets, and other items based on gaming activity and program guidelines.
Spend extended periods on the casino floor interacting with returning guests and identifying non-carded players to enroll in the Player Rewards program.
Perform other duties as assigned by department or company management.
Maintain accurate and thorough records and reports.
Maintain confidentiality of guest information and interpersonal working relationships among personnel.
Complete tasks on time, meet deadlines, and perform duties safely and responsibly.