Senior Executive Casino Host (Caesars New Orleans)

About the role

The primary role of the Senior Executive Casino Host is to manage all aspects of strategic relationships with a specific group of 900–1,200 VIP players, overseeing account development, relationship building, and service while on property. The overarching purpose in this role is to develop lasting, growth-oriented relationships with each customer through a combination of in-person and phone-based sales activities.

Responsibilities

• Book all guest trip accommodations.
• Handles and resolves player problems or service issues that may arise.
• Sets up and executes special events and promotions for guests.
• Ensures guests are aware of all property special events and promotions.
• Generates and forwards customer feedback to the appropriate manager.
• Identifies and introduces new or infrequent guests to our product, Total Rewards program and/or direct mail programs.
• Sells and promotes to guests all pertinent offers, property amenities, special events and promotions that may result in a visit to the property.
• Drives revenue and profits from target guests to achieve stated goals.
• Provides complimentary services to target guests in accordance with established and approved guidelines.
• Complies with all state and local regulatory requirements.
• Plans, schedules and makes arrangements for targeted guests on cross-brand or cross-property trips.
• Leverages property amenities/marketing programs to targeted players to drive loyalty and annual revenue.
• Maintains security and confidentiality of files records and lists, and adheres to all gaming board regulations and all property internal controls.
• Builds loyalty among valued VIP customers by developing relationships effectively utilizing marketing and upscale sales techniques.
• Maintains relationships with VIP guests through personal contact by phone and in person with the ultimate goal of maximizing gaming revenue goals as set by the management team.
• Works to utilize transportation resources, including 30-seat jet, corporate jet, direct mail to actively recruit VIP players.
• Coordinates as needed with VIP Hospitality team to lead to successful delivery of pre-trip itinerary; leveraging partnerships throughout the property (Gaming, Hotel, Food & Beverage, etc.) to maximize smooth, high end service delivery.
• Handles difficult guests and situations in a calm, professional and prudent manner.
• Fully empowered with comping authority.
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
• Supports and cultivates new ideas and methods to deliver business solutions.
• Identifies ways to increase efficiencies or improve product or service.
• 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.
• Stays up to date with the latest developments in the industry, current market trends and all on-property and competitor events.
• Develops skills to handle increasingly complex matters.
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
• Presents a well-groomed professional appearance.
• Lists and responds to visual and aural cues.
• Speaks and writes in English.
• Operates office equipment, including a 10-key adding machine, PC computers, fax machine and photocopier.
• Works at a fast pace and in stressful situations.
• Maneuvers to all areas of the casino.
• Lifts and carries up to 30 pounds.
• Bends, reaches, kneels, twists and grips items while working at assigned desk areas.
• Has manual dexterity and coordination to operate office equipment.
• Responds to and consistently meets the needs of internal clients.
• Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements.

Qualifications

• At least 21 years old or older.
• Three to five years of experience in Casino Marketing/Hosts, Sales or Account Management.
• College degree or equivalent experience preferred but not required.
• Independent thinking ability to make decisions to maximize customer service experience and program profitability.
• Time management and multitasking skills.
• Interpersonal, communication, problem-solving and analytical skills.
• Customer service skills.
• Systematic and process-oriented mindset to ensure seamless end-to-end customer experiences.
• Networking abilities.
• Avid member of the local community, including commercial and industry awareness.
• Professional appearance.
• Ability to listen and respond to visual and aural cues.
• Excellent oral and written communication skills.

Additional Requirements

• Able to maneuver to all areas of the casino.
• Able to lift and carry up to 30 pounds.
• Able to bend, reach, kneel, twist and grip items while working at assigned desk areas.
• Able to operate office equipment, including a 10-key adding machine, PC computers, fax machine and photocopier.
• Able to work at a fast pace and in stressful situations.
• Able to read, write, speak and understand English.
• Able to respond to visual and aural cues.
• Able to tolerate areas containing secondary smoke.
• Gaming Permit: Non-Key.