VIP Host

Caesars Entertainment Corporation•Kansas City, MO

35d•$50,000•Onsite

About The Position

As a member of the VIP Hospitality team, your foremost role will be to manage all aspects of a customer's on-property journey. You will coordinate with the Account Development and Inside Sales teams to ensure the fulfillment of trip planning. The VIP Host will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service. VIP Hosts will be operators of the Laurel Lounge to ensure the lounge experience exceeds guests' expectations. Candidates should have sharply honed interpersonal skills; inspire confidence and exude authenticity with regard to both guest and team interactions. The ideal candidate for this position will possess inherent customer service skills, a passion for customer care, and a commitment to proactive service and recovery as necessary. Members of the VIP Hospitality team will work to resolve customer issues using a rich set of tools which include real time customer data and alert systems. Members of this team will operate in a highly collaborative way and will deliver on Harrah's service promises.

Requirements

Ability to think independently in making decisions to maximize customer service experience and program profitability.
Ability to effectively manage time and perform multiple tasks simultaneously.
Must be proficient with customer Point-of-Service systems.
Excellent interpersonal, communication, problem solving and analytical skills required.
Must have a systematic and process oriented mindset to ensure seamless end-to-end customer experiences.
Strong attention to detail with both trip logistics and customers.
Must have excellent customer service skills.
Must present well-groomed professional appearance.
Must be able to listen and respond to visual and aural cues.
Must be able to read, write, speak, and understand English.

Nice To Haves

Multilingual preferred.

Responsibilities

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
Be 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 meet or exceed the needs of guests, especially in regard to transportation, dining, entertainment, and accommodation arrangements
Seamlessly coordinate with the Account Development team, Inside Sales team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to successfully fulfill planned itineraries.
Proactively identify and resolve service failures; take immediate action to resolve service gaps and cement player loyalty by using comp authority or making exceptions
Fully comply with all applicable rules, regulations, laws and policies
Conduct yourself with highest levels of integrity and honesty
Identify ways to increase efficiencies and to improve products or services
Clearly communicate programs/services to necessary people, seek their support and keep them informed of changes that may impact the business
Keep track of existing products/services and/or progress on new initiatives
Be 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; find the answer when unsure
Redeems promotional vouchers. (No redemption for cash, only merchandise)
Prohibited from adding points to players accounts.
Greets and checks guests into the lounge, all while providing professional personalized service and ensuring requests are met promptly and efficiently.
Performs all other related and compatible duties as assigned.