VIP Host-Hospitality- Full Time (Harrah's Ak-Chin Casino)

Caesars Entertainment•Maricopa, AZ

About The Position

As a member of the Casino Marketing team, the VIP Host manages all aspects of a customer’s on-property journey 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 expectations. VIP Hosts use real-time customer data and alert systems to resolve customer issues and provide proactive service recovery. They work collaboratively with colleagues throughout the property and are accountable for addressing service opportunities and delivering Harrah’s service promise.

Requirements

High school diploma or GED.
Three to five years of experience in casino/hotel, customer service, hosting, or account management is preferred.
Ability to make independent decisions that maximize customer service and program profitability.
Proficiency with customer Point-of-Service systems.
Excellent interpersonal communication, problem-solving, analytical, oral, and written communication skills.
Systematic, process-oriented approach to ensuring seamless end-to-end customer experiences.
Strong attention to detail in trip logistics and customer service.
Excellent customer service skills and a well-groomed, professional appearance.
Ability to listen and respond to visual and aural cues.
Ability to uphold and demonstrate the highest level of integrity and recognize standards required in a regulated business.
Computer literacy, including knowledge of Microsoft Office and Excel.
Ability to maneuver throughout the casino and remain alert and observant.
Physical ability to stand and walk for long periods and 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 work in mentally and physically stressful situations.
Ability to work a flexible schedule, including weekends, evenings, and holidays.

Nice To Haves

Multilingual ability.
Three to five years of experience in casino/hotel, customer service, hosting, or account management.

Responsibilities

Greet guests in the casino and participate in social events and special promotions.
Make decisions in accordance with established comp and expense guidelines, using delegated comp authority.
Maintain close ties with customers to build loyalty.
Anticipate and meet or exceed guest needs, including arranging transportation and accommodations.
Coordinate with the Account Development team, New Business Team, and property employees to deliver pre-trip itineraries.
Identify new customers based on criteria established by property leadership.
Manage time effectively and perform multiple tasks simultaneously.
Spend approximately 80% of the shift standing or walking on the casino floor and interacting with guests.
Handle difficult guests and situations calmly, professionally, and prudently.
Identify and resolve service failures promptly, using comp authority or exceptions when appropriate to address service gaps and encourage guest loyalty and return visits.
Comply with applicable rules, regulations, laws, policies, company expectations, and industry requirements, maintaining integrity and honesty.
Identify opportunities to improve efficiency, products, or services.
Communicate programs and services to relevant people, seek support, and keep them informed of business-impacting changes.
Track existing products and services and progress on new initiatives.
Stay informed about property and market happenings and developments in the local market and industry.
Provide guests with polite, timely, and accurate information and service, taking initiative to find answers when needed.