VIP Host - Full-Time - Maryland
About The Position
The VIP Host creates memorable, personalized experiences for valued guests at Live! Casino & Hotel. As an ambassador of the Live! brand, the role builds guest relationships, anticipates needs, and provides attentive service in high-limit rooms and across the casino floor to strengthen loyalty and encourage repeat play. The VIP Host also supports revenue growth, guest promotions and events, and consistent application of complimentary policies, while maintaining compliance with departmental controls and applicable regulations. This position works in a 24-hour, seven-day-a-week, high-energy casino environment. The casino has more than 300,000 square feet of gaming and entertainment space and approximately 3,000 employees. The work environment includes exposure to alcohol, cigarette and cigar smoke, bright lights, and loud noises; smoking is allowed. The role requires standing and walking, each approximately 50% of the time, and use of stairs and elevators.
Requirements
- High school diploma or GED equivalent.
- At least 1 year of experience in customer service, marketing, hospitality management, and/or gaming.
- Two years of experience in direct interaction with customers.
- Ability and willingness to work a flexible schedule, including weekends, evenings, and holidays; extended hours and workweeks may occasionally be required.
- Must be able to obtain and maintain the license required by the Maryland Lottery and Gaming Control Agency.
- Analytical and critical-thinking skills.
- Problem-solving and decision-making skills.
- Friendly and welcoming disposition, with a professional, mature, positive, and confident demeanor when interacting with guests and performing daily tasks.
- Knowledge of casino gaming regulations.
- Ability to recognize signs of problem gaming and respond appropriately.
- Professional and business-appropriate appearance.
- Ability to communicate clearly and effectively orally and in writing.
Responsibilities
- Interact with guests and build relationships, with a focus on higher-denomination zones.
- Explain the benefits of the Live! Reward Club and encourage enrollment.
- Grow actual revenues annually in line with property plans and cross-property goals.
- Respond to guests’ special complimentary requests and make sound, profitable decisions using company complimentary policies.
- Develop and sustain personalized guest relationships while increasing awareness of guests’ complimentary use and standing under company policies.
- Make appropriate complimentary decisions for use of off-site sporting suites and event tickets, and maintain consistent complimentary issuance in accordance with company guidelines.
- Handle guest complaints and respond to them to achieve positive outcomes.
- Assist with planning and execution of assigned parties, promotions, special events, and tournaments.
- Develop qualified guests to move their play to higher-denomination zones and monitor guest activity using online systems.
- Ensure compliance with departmental internal controls, policies, procedures, and regulations.
- Extend complimentary offers in accordance with the property comp matrix.
Benefits
- Comprehensive group health benefits for full-time and part-time Team Members and eligible dependents.
- Free basic life insurance.
- Free short-term and long-term disability coverage.
- Retirement savings options.
- Paid time off.
- Tuition reimbursement.
- On-site wellness center for Team Members and eligible dependents at the Maryland property.
- Training and career-growth pathways.
- Rewards and recognition programs.
- Annual merit-based pay increases.
- Discretionary performance bonuses.
- Discretionary service bonuses.
- Free parking.
- Free food and discounted meals.
- Live! Hotel, Food & Beverage, and Entertainment discounts.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
