Hospitality Host- Sports

Responsibilities

• Sales: Develops and maintains an assigned book of players through direct mail, email, telemarketing, and leveraging available technology.
• Actively participates in telephone solicitation and coordinates personalized direct mailings for assigned guests.
• Fully knowledgeable of all happenings on property and in market for cross-sell opportunities.
• Demonstrates mastery of all existing products/services and/or progress on new initiatives, bonus programs and system changes.
• Participates in all department and company initiatives to drive sales and revenue.
• Teaches, mentors, trains and shares information with the team.
• Develops skills to handle increasingly complex matters.
• Projects warmth and enthusiasm in person and on the phone; builds rapport to strengthen relationships and encourages trial as well as repeat visitation.
• Maintains an ability to multitask and prioritize in a fast-paced environment.
• Finds new customers based on criteria established by the Management team.
• Service: Constantly strives to delight our guests; the goal is to exceed expectations through gracious, enthusiastic and personalized service.
• Manages VIP guests in one-on-one communications in addition to VIP group settings as applicable.
• Fulfills the support needs of VIP guests and quickly resolve any issues.
• Greets guests at social events and special promotions as applicable.
• Resolves VIP guest issues using tools which include real time customer data and alert systems.
• Handles difficult guests and situations in a calm, professional and prudent manner.
• Anticipates, responds to and consistently meets or exceeds the needs of players including, but not limited to transportation and accommodation arrangements for on-property visits and/or social events.
• Strategy & Innovation: Analyzes and evaluates existing service delivery systems and collaborates with other departments to improve the guest experience.
• Daily, weekly and monthly VIP guest activity monitoring and reporting including wagering, revenue, win/loss and guest generosity levels.
• Identifies ways to increase efficiencies and to improve products or services.

Qualifications

• One+ years of experience in sales, casino and/or loyalty marketing with service/support from an online company preferred.
• High School diploma or equivalent.
• Strong sales, project management, customer service, and analytical skills a plus.
• High level of energy, enthusiasm, and passion for improving the player experience and relentless in the pursuit of getting results.
• Upbeat, positive and charismatic.
• Extensive knowledge of sports betting, sports, teams, players and leagues required.
• Excellent communication and organization skills are required.
• Experience in consumer web or game development, including online gaming a plus.
• Able to effectively manage time and perform multiple tasks simultaneously.
• Able to overcome resistance to change and influence people.
• Able to communicate effectively at all levels of organization and see things through the eyes of the guest.
• Must be able to obtain gaming license as needed.