VIP Host

JACK Entertainment • Cleveland, OH

2d

About The Position

The VIP Host delivers gracious, enthusiastic, personalized service to VIP guests, aiming to exceed expectations and build guest loyalty. The role uses customer data and alert systems, sound judgment, proactive service recovery, and close collaboration with internal teams to anticipate guest needs and resolve issues. VIP Hosts support casino marketing programs, VIP events, promotions, and off-property guest experiences, while following comp and expense guidelines and applicable laws, regulations, and company policies. They protect guest privacy, adapt service to cultural sensitivities, and maintain up-to-date knowledge of property and market developments.

Requirements

• Two to three years of experience in casino/hotel, customer service, hosting, business development, or account management.
• Ability to work independently.
• Ability to make independent decisions that maximize customer service and program profitability.
• Ability to manage time effectively and perform multiple tasks simultaneously.
• Proficiency with customer Point-of-Service systems.
• Excellent interpersonal, communication, problem-solving, analytical, and customer service skills.
• A systematic, process-oriented mindset and strong attention to detail, including for trip logistics and customer needs.
• Professional, well-groomed appearance.
• Ability to read, write, speak, and understand English.
• Ability to listen and respond to visual and aural cues.
• Must be at least 21 years of age.
• Ability to obtain and maintain a Gaming Occupational License in the State of Ohio.
• Ability to sit, stand, or walk for long periods, up to 8 hours.
• Ability to maneuver throughout the property and between floors by stairways, including a minimum of 20 steps, or by escalator.
• Ability to lift and carry up to 50 pounds and to push, pull, reach, bend, twist, stoop, and kneel.
• Ability to tolerate dust, loud noises, and bright lights.
• Ability to work varied shifts, weekends, and holidays as needed.
• Ability to manage several projects simultaneously and adapt to changing priorities and unforeseen obstacles.
• Ability to speak distinctly and persuasively.
• Ability to work in an environment where guests are smoking.
• Manual dexterity to operate a computer and other necessary office equipment.

Nice To Haves

• Luxury service experience.
• Multilingual ability.

Responsibilities

• Greet casino guests and confirm ClubJACK membership; actively enroll guests who are not members.
• Support the planning, preparation, and execution of VIP events and special promotions.
• Apply Casino Marketing bonus program guidelines and meet established goals and objectives.
• Make decisions in accordance with comp and expense guidelines.
• Handle difficult guest situations calmly, professionally, and prudently while protecting company interests and maintaining guest satisfaction.
• Participate in off-property events, including hosting VIP guests at sporting and concert venues.
• Field calls and text messages from VIP guests and team members when off shift or on days off.
• Maintain close customer relationships to create loyalty.
• Anticipate and meet guest needs, including transportation, hotel accommodations, restaurant reservations, and other arrangements.
• Coordinate seamlessly with the Executive Host team and relevant property teams, including ClubJACK, Cage/Credit, Gaming, Food & Beverage, and Valet/Parking.
• Identify and resolve service failures promptly, using comp authority or exceptions when necessary to address service gaps and reinforce guest loyalty and intent to return.
• Comply with applicable rules, regulations, laws, policies, and standards of integrity and honesty.
• Identify opportunities to improve efficiency, products, or services.
• Communicate programs and services to internal team members, seek their support, and keep them informed of relevant changes.
• Track existing products and services and progress on new initiatives.
• Stay informed about property and market happenings and developments.
• Find and develop new customers based on criteria established by property leadership.
• Uphold company expectations, including the Code of Commitment, policies, procedures, industry regulations, department goals, and business strategy.
• Respect and maintain VIP guest privacy.
• Understand cultural sensitivities and adapt service accordingly.
• Provide polite, timely, accurate information and service, taking initiative to find answers when unsure.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed