VIP Host - Virginia

Live! Casino & Hotel Virginia•Petersburg, VA

2d•$40,512 - $55,878

About The Position

The VIP Host provides customer service and assistance to VIP players at Live! Casino & Hotel, ensuring guests receive high-quality service and have a favorable gaming experience. The role focuses on cultivating personalized, profitable relationships with VIP guests, especially coded VIP and Black Card, Jade Card, and Chairman Card tier guests. It uses the company’s CRM and complimentary policies to manage guest interactions, offers, and discretionary comps. The VIP Host also supports promotions and events, responds to guest concerns, and ensures compliance with departmental controls, policies, procedures, and regulations. This position reports directly to the Director of Relationship Marketing. The role involves working in a large, fast-paced, 24-hour casino environment. Team Members may be exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises, and must be able to work where smoking is allowed. A flexible and irregular work schedule is required.

Requirements

Two to five years of experience in customer service, marketing, hospitality management, and/or gaming.
Two years of experience in direct interaction with customers.
Professional, mature, positive, and confident demeanor when dealing with guests and completing daily tasks.
Ability to work collaboratively as part of a team within and outside the department.
Customer-focused outlook and commitment to providing personalized service.
Self-directed and able to work independently.
Basic knowledge of Microsoft Word and Excel.
Knowledge of gaming regulations and ability to recognize signs of problem gaming and respond appropriately.
Ability to work a flexible and irregular schedule.
Ability to work in an environment with alcohol and smoking.
Ability to secure and maintain licensure as required by the Virginia Gaming Control Board or another applicable regulatory entity, or by Live’s operating standards.
Ability to stand and walk for extensive periods and move up and down steps daily.
Ability to lift 20–30 pounds.

Responsibilities

Proactively interact with VIP guests and build relationships, focusing on coded VIP guests and Black Card, Jade Card, and Chairman Card tier guests.
Achieve productivity goals set by Casino Marketing Leadership.
Respond to special complimentary requests and make sound, profitable decisions in accordance with company complimentary policies.
Develop and sustain personalized guest relationships and produce profitable relationships through management of discretionary comps.
Use Live!’s CRM system throughout the shift to locate VIP guests and record guest transactions, offers, and communications.
Identify high-worth guests who are new to the property or do not have a host, and offer them service.
Communicate regularly with guests to increase visitation by assisting with tier benefits, reservations, accommodations, and approved incentive offers.
Act as a service liaison for guests travelling from other Live! properties, including communicating proactively with the guest’s host.
Handle and respond to guest complaints to achieve positive, timely outcomes.
Assist with planning and execution of promotions, special events, and tournaments.
Ensure full compliance with departmental Internal Controls, policies, procedures, and regulations.
Perform other duties as assigned.