HCVR VIP Host (Full Time; Swing Shift)

Harrah's Cherokee Casino Resort•Murphy, NC

9d•Onsite

About The Position

Harrah’s Cherokee Valley River Casino & Hotel Position Description POSITION TITLE: VIP Host DEPARTMENT: Casino Marketing GRADE/FLSA STATUS: H14 – Non-Exempt-Incentive Bonus Eligible BADGE TYPE/COLOR: Key--Blue REPORTS TO: Manager, Casino Marketing SUPERVISES: N/A JOB SUMMARY: The primary role of the VIP Host will be to manage all aspects of a customer journey while on property, simultaneously coordinating with account development team members on pre- and post-trip planning. The VIP Host will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service. JOB ESSENTIAL DUTIES AND RESPONSIBILITIES: Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values Greet guests in the casino and participates in social events and special promotions Use sound judgment and makes decisions in accordance with established comp and expense guidelines Fully empowered with comp authority Handle difficult guests and situations in a calm, professional and prudent manner Maintain close ties with customers to engender loyalty Anticipate, respond to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements Seamless coordination with Account Development team, and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to create successful delivery of pre-trip itinerary Identify and resolve service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions Complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty Identify ways to increase efficiencies and to improve products or services Communicate programs/services to necessary people, seek their support and keep them informed of changes that may impact the business Track existing products/services and/or progress on new initiatives Knowledgeable of all happenings on property and in market Find new customers based on criteria established by property leadership Stay up to date with the latest developments in both the local market and industry Comply with and uphold company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy Give consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure Adhere to regulatory, departmental and company policies/procedures in an ethical manner MINIMUM QUALIFICATIONS: High school diploma or GED required BS/BA from an accredited educational institution preferred Three years of customer service experience required (experience in luxury brands, casino/hotel, customer service, host or other account management experience preferred) Must demonstrate the following essential knowledge and skills: Ability to effectively manage time and perform multiple tasks simultaneously Proficient with customer Point-of-Service systems Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook Excellent interpersonal and problem solving skills Excellent customer service skills Systematic and process oriented mindset to ensure seamless end-to-end customer experiences Excellent networking abilities Excellent oral and written communication skills Create and seize opportunities to win, even when faced with ambiguity Build rapport quickly by listening, sharing, understanding and comforting Cool under pressure; doesn't show frustration or become defensive when faced with challenging or stressful situations; not knocked off balance by the unexpected; a settling influence with others Prepare competitive strategies and plans; scope & plan tasks; set clear goals and evaluate personal performance against results; anticipate future challenges and adjust for roadblocks Neat, professional appearance with excellent personal hygiene PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS: Must be able to stoop, bend, reach, kneel, twist, grip items Must be able to read, write, speak and understand English Must be able to respond to visual and aural cues Must be able to work in small, shared office space Must lift up to 25 pounds and carry 5 pounds Must be able to operate in stressful situations Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including second hand smoke Must be able to work a flexible schedule including weekends, evenings and holidays This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah’s Cherokee Valley River Casino & Hotel reserves the right to make changes in the above job description whenever necessary. 6.15.17

Requirements

High school diploma or GED required
Three years of customer service experience required (experience in luxury brands, casino/hotel, customer service, host or other account management experience preferred)
Must demonstrate the following essential knowledge and skills:
Ability to effectively manage time and perform multiple tasks simultaneously
Proficient with customer Point-of-Service systems
Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
Excellent interpersonal and problem solving skills
Excellent customer service skills
Systematic and process oriented mindset to ensure seamless end-to-end customer experiences
Excellent networking abilities
Excellent oral and written communication skills
Create and seize opportunities to win, even when faced with ambiguity
Build rapport quickly by listening, sharing, understanding and comforting
Cool under pressure; doesn't show frustration or become defensive when faced with challenging or stressful situations; not knocked off balance by the unexpected; a settling influence with others
Prepare competitive strategies and plans; scope & plan tasks; set clear goals and evaluate personal performance against results; anticipate future challenges and adjust for roadblocks
Neat, professional appearance with excellent personal hygiene
Must be able to stoop, bend, reach, kneel, twist, grip items
Must be able to read, write, speak and understand English
Must be able to respond to visual and aural cues
Must be able to work in small, shared office space
Must lift up to 25 pounds and carry 5 pounds
Must be able to operate in stressful situations
Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including second hand smoke
Must be able to work a flexible schedule including weekends, evenings and holidays

Nice To Haves

BS/BA from an accredited educational institution preferred
experience in luxury brands, casino/hotel, customer service, host or other account management experience preferred

Responsibilities

Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values
Greet guests in the casino and participates in social events and special promotions
Use sound judgment and makes decisions in accordance with established comp and expense guidelines
Fully empowered with comp authority
Handle difficult guests and situations in a calm, professional and prudent manner
Maintain close ties with customers to engender loyalty
Anticipate, respond to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements
Seamless coordination with Account Development team, and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to create successful delivery of pre-trip itinerary
Identify and resolve service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions
Complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
Identify ways to increase efficiencies and to improve products or services
Communicate programs/services to necessary people, seek their support and keep them informed of changes that may impact the business
Track existing products/services and/or progress on new initiatives
Knowledgeable of all happenings on property and in market
Find new customers based on criteria established by property leadership
Stay up to date with the latest developments in both the local market and industry
Comply with and uphold company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
Give consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure
Adhere to regulatory, departmental and company policies/procedures in an ethical manner