Executive Casino Host (Harrah's Philadelphia)

Responsibilities

• Book all guest trip accommodations including special event reservations, restaurant reservations, shows, hotel, transportation, special amenities, etc.
• Handle and resolve player problems or service issues that may arise from time to time.
• Maintain goodwill with all guests.
• Ensure guests are aware of all property special events and promotions, and support their execution.
• Serve as a customer listening post, recording and forwarding all customer feedback to the appropriate manager.
• Actively seek out target players while they are on property and take appropriate steps to introduce them to our product, Total Rewards program, and/or direct mail programs.
• Build relationships with target guests through the flawless execution of the VIP contact strategy.
• Proactively communicate with target guests through various methods such as outbound phone, face-to-face meetings, emails, and letters.
• Sell and promote pertinent offers, property amenities, special events, and promotions to guests to drive revenue and profits.
• Drive revenue and profits from target guests to achieve stated goals.
• Ensure compliance with all state and local regulatory requirements.
• Represent the company at external functions and/or related functions, always maintaining a professional demeanor.
• Flawlessly plan, schedule, and make arrangements for targeted guests on cross-brand or cross-property trips.
• Leverage property amenities/marketing programs to targeted players to drive loyalty and annual revenue.
• Use all systems (CMS, PCS, LMS, EMS and the like) for tracking complimentary items, guest contacts, and event reservations.
• Maintain a clear understanding of the program's performance against stated and approved goals and seek support from their manager on necessary corrections.
• Maintain a comprehensive understanding of the competitive environment within our market and promote and explain the service/marketing elements that differentiate Harrah’s from the competition.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or equivalent required.
• Outstanding communication and organization skills required.
• Must undergo pre-employment screening and selection process.
• Must pass training tests or sessions required to execute job responsibilities.
• Must have a minimum of three (3) years in a supervisory capacity with customer-related service or three (3) years experience in Casino Operations, Casino Marketing, Player Development, or industry sales experience with assigned accounts and service standards.
• Must have PC skills.
• Must meet all relevant regulatory requirements.
• Agrees to sign non-disclosure agreement and pass drug test upon job offer.
• Will be required to sign a non-compete agreement.
• Must be able to speak, read, write, and understand English.
• Must be able to work independently with minimal supervision.
• Must be able to respond calmly and make rational decisions when handling customer needs and concerns.
• Must be able to work in areas containing second-hand smoke.
• Must be able to work in a noisy environment.
• Must be available to work a flexible schedule.
• Must have physical ability to walk 5+ miles during work day.
• Must be able to work long hours on telemarketing calls.
• Able to change schedule with short notice.
• Is able to work in a smoke-filled environment, and is able to sit and stand for prolonged periods of time.
• Must be able to obtain and maintain the appropriate license through the Pennsylvania Gaming Control Board.