VIP Hospitality Casino Host
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.
About the Role
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.
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
- Seamlessly coordinates 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
- 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
- Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business
- Stays up to date with the latest developments in both the local market and industry
- Must be knowledgeable of all happenings on property and in market
- Must be able to stand/walk on the casino floor interacting with guests 80% of the shift
Additional Job Duties
- Seamlessly coordinates 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
- 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
- Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business
- Stays up to date with the latest developments in both the local market and industry
- Must be knowledgeable of all happenings on property and in market
- Must be able to stand/walk on the casino floor interacting with guests 80% of the shift
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
- 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
- Must have excellent oral and written communication skills
- 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