VIP Host (Full-Time; Varied)

Harrah's Cherokee Casino Resort•Cherokee, NC

About The Position

The VIP Host manages all aspects of guests’ on-property journeys while coordinating pre- and post-trip planning with account development team members. The role focuses on delighting guests through gracious, enthusiastic, personalized service that meets or exceeds their expectations. The VIP Host greets guests, participates in social events and special promotions, maintains customer relationships, and coordinates services such as transportation and accommodations. The role uses comp authority within established guidelines to address guest needs and resolve service failures, while working closely with teams across the property to deliver successful guest itineraries. The VIP Host also identifies prospective customers, stays informed about property and market developments, and supports business objectives, policies, and service improvements.

Requirements

High school diploma or GED.
Three years of customer service experience.
Ability to manage time effectively and perform multiple tasks simultaneously.
Proficiency with customer Point-of-Service systems.
Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.
Excellent interpersonal and problem-solving skills.
Excellent customer service skills.
Systematic, process-oriented approach to seamless end-to-end customer experiences.
Excellent networking abilities.
Excellent oral and written communication skills.
Demonstrated teamwork behaviors and attitudes.
Ability to create and seize opportunities to win, including in ambiguous situations.
Ability to build rapport quickly through listening, sharing, understanding, and comforting.
Strong commitment to exceeding customer expectations.
Neat, professional appearance and excellent personal hygiene.
Ability to stoop, bend, reach, kneel, twist, and grip items.
Ability to read, write, speak, and understand English.
Ability to respond to visual and aural cues.
Manual dexterity and coordination to operate office equipment, including computers, fax machines, and photocopiers.
Ability to lift up to 25 pounds and carry 5 pounds.
Ability to operate in stressful situations.
Ability to tolerate varying noise and temperature levels, illumination, vibration, crowds, and air quality, including secondhand smoke.
Ability to work a flexible schedule, including weekends, evenings, and holidays.

Nice To Haves

Bachelor of Science or Bachelor of Arts degree from an accredited educational institution.
Experience with luxury brands, casino/hotel operations, hosting, or account management.

Responsibilities

Support Caesars Entertainment’s business objectives, ethics, and values in accordance with its Code of Commitment and Mission, Vision, and Values.
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; exercise comp authority.
Handle difficult guests and situations calmly, professionally, and prudently.
Maintain close customer relationships to encourage loyalty.
Anticipate and meet or exceed guests’ needs, including arranging transportation and accommodations.
Coordinate with Account Development, the New Business Team, and property employees to deliver successful pre-trip itineraries.
Identify and resolve service failures promptly, using comp authority or exceptions as appropriate to address service gaps and support guest loyalty and intent to return.
Comply with applicable laws, regulations, policies, and company expectations, conducting business with integrity and honesty.
Identify opportunities to improve efficiency, 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 property and market happenings and developments in the local market and industry.
Find prospective customers using criteria established by property leadership.
Provide guests with consistent, polite, timely, and accurate information and service, taking initiative to find answers when uncertain.
Uphold regulatory, departmental, and company policies and procedures ethically.