About this role
As a member of the VIP Hospitality team, your foremost role 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. 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 promise, while be held accountable for all service opportunities that may arise.
• Greetings guests in the casino and participates in social events and special promotions
• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines
• Fully empowered with comp authority to issue comps in accordance with the approved comp matrix
• Handles difficult guests and situations in a calm, professional and prudent manner
• Maintains close ties with customers to engender loyalty
• Anticipates, responds 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, New Business Team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to create successful delivery of pre-trip itinerary
• Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
• Identify ways to increase efficiency and to improve products or services
• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact on the business
• Keeps track of existing products/services and/or progress on new initiatives
• Must be knowledgeable of all happenings on property and in market
• Find new customers based on criteria established by property leadership
• Stays up to date with the latest developments in both the local market and industry
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
• Gives consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure
• Has Complimentary privileges within prescribed limits in accordance with the approve comp matrix
• Develops and maintains relationships with assigned VIP guests through proactive contact, including phone calls, emails, text messaging and in-person interactions
• Meets or exceeds established performance goals including trips, theoretical revenue, visitation frequency and guest retention objectives
• Documents all guest interactions, preferences, service recoveries and follow-up activities in the approved customer relationship management system
• Monitors guest play and spending patterns to identify opportunities for increased visitation, loyalty and revenue growth
• Conducts post-visit follow-up with guests to ensure satisfaction and identify future visitation opportunities
• Ability to think independently in making real-time decisions to maximize customer service experience
• 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 present well-groomed professional appearance
• Ability to obtain and maintain valid gaming license
• Strong analytical, judgment and decision-making skills to make knowledgeable decisions regarding complimentary amenities
• Excellent written and oral communication skills
• Experience with word processing and spreadsheet computer applications
• Ability to be physically mobile, and stand/walk for 8 to 12-hour shifts.
• Excellent guest service and communication skills.
• Must be able to work in areas containing dust, secondhand smoke, varying noise and temperature levels, lighting, vibrations, crowds and air quality.
• Must always present a professional appearance and demeanor.
• Regular and punctual attendance is required.
• Ability to develop, maintain and grow profitable relationships with high-value casino guests
• Knowledge of player development strategies, casino marketing programs and customer relationship management practices preferred
• Critical competencies to include Approachable - Spends the extra effort to put others at ease. An exceptional listener who is gracious, empathetic and patient. Initiative - Create and seize opportunities to win, even when faced with ambiguity. True passion for results. Interpersonal Savvy - Builds rapport quickly by listening, sharing, understanding and comforting. Outside In - Obsessed with exceeding customer expectations. Passionate about service improvements. Self-Assurance - Confident in ability to meet goals. Composure - 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.
• As duties assigned