About this role
Description JOB SUMMARY: As a member of the Casino Marketing team, the role of the VIP Host is 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 Family Style Service, while be held accountable for all service opportunities that may arise. ESSENTIAL JOB FUNCTIONS:
• Greets 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 • 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 • Finds new customers based on criteria established by property leadership • Ability to effectively manage time and perform multiple tasks simultaneously. • Standing/walking on the casino floor interacting with guest 80% of the shift. ADDITIONAL JOB DUTIES:
• Handles difficult guests and situations in a calm, professional and prudent manner • 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 • Identifies ways to increase efficiencies 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 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 • 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 EDUCATION and/or EXPERIENCE:
• Must be at least 21 years of age • High school diploma or GED required • Three to five years of experience in casino/hotel, customer service, host or other account manager preferred QUALIFICATIONS:
• Ability to think independently in making decisions to maximize customer service experience and program profitability. • 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, multilingual preferred. • Must have excellent oral and written communication skills • Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business • Must be computer literate with knowledge of Microsoft Office and Excel • Must have strong customer service skills COMPENSATION & BENEFITS:
• $50,000 - $55,000 • Bi-Weekly Pay Dates • Paid Time Off, 401(k), Medical, Dental, Vision, Life & Disability Insurance - Holiday Pay