Hospitality Host

Primary Duties and Responsibilities

• Greets guests entering the lounges in a positive and friendly manner
• Obtains photo identification for all members requesting access to the VIP Lounges
• Records all guests accessing the lounges according to department policies and procedures
• Ensures guest satisfaction by interacting with them and resolving any issues
• Remains visible on the casino floor, including high-limit areas and lounges
• Creates Players Club accounts for new members, explains the program, verifies that account information is correct and reissues cards for existing accounts
• Refers guests to appropriate Executive Host or to Player Development
• Offers comps and event tickets to qualified customers, offers alternatives and up-sells the property according to department policies and procedures
• Supports all Mohegan Sun marketing efforts

Secondary Duties and Responsibilities

• Communicates guest feedback with management
• Maintains and respects confidentiality of marketing programs, guest and employee information and databases
• Takes ownership of guest requests and seeks assistance if outside the scope of position
• Affords assistance in maintaining the overall condition of the VIP Lounges by reporting any damage or needed repairs to management
• Maintains an awareness of suspicious activity, intoxicated or underage guests

Minimum Education and Qualifications

• High School Diploma or equivalent
• One year of experience in a high volume casino, hospitality environment or previous customer service experience

Competencies

• Strong written and verbal communication skills
• Excellent organizational, time management and relationship building skills
• Good negotiation and reasoning skills
• Ability to multi-task and adhere to deadlines
• Capable of interacting with the public in a highly professional manner
• Able to make sound judgment calls relating to employees and guests

Training Requirements

• Knowledge of Mohegan Sun corporate and department policies and procedures
• Working knowledge of ACSC, SharePoint, FPR and other applicable systems
• Knowledge of comping and rating guidelines
• Knowledge of the Mohegan Sun property and all its offerings

Physical Demands and Work Environment

• Must be able to work in a casino environment with smoke, loud noises and low lighting
• Must be able to sit, stand and walk for extended periods of time
• Must be able to sit in front of a computer screen for extended periods of time
• Must be able to work various shifts and flexible hours