VIP Hospitality Host

About the role

Under general supervision, develop and coordinate methods to attract mid- to high-limit players and host such guests to ensure guest satisfaction and repeat visits. Develop and establish relationships with midrange gaming customers in order to encourage return visits, create customer loyalty and increase theoretical/earning potential value.

Responsibilities

• Maintain close ties with targeted guests through personal contact on property (approximately 75% of work time).
• Arrange accommodations and amenities (shows, hotel, restaurant, transportation).
• Handle and resolve player problems.
• Maintain goodwill with all guests.
• Ensure guests are aware of events and support execution through attendance and follow-up.
• Provide complimentaries according to established guidelines and sound business practices.
• Comply with state and local regulatory requirements.
• Build relationships with target players through CIS and SFMS systems.
• Leverage property amenities/programs to targeted players.
• Utilize casino computer systems for tracking complimentary items to qualified guests based on comping guidelines.
• Use proactive discretionary comp’ing to encourage repeat patronage.
• Collaborate with work-group and all support departments to ensure player satisfaction.
• Work with team members to achieve common goals.
• Responsible for itinerary fulfillment and ensuring guest satisfaction is a priority.
• Maintain high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances.
• Maintain confidentiality of all players accounts.
• Maintain security and confidentiality of files, records and lists.
• Perform other duties as assigned by management.

Qualifications

• Ability to think independently in making decisions to maximize customer service experience and program profitability.
• Ability to effectively manage time and perform multiple tasks simultaneously.
• Systematic and process-oriented mindset to ensure seamless end-to-end customer experiences.
• Excellent interpersonal skills.
• Ability to obtain and maintain a Missouri Gaming License.
• Excellent oral and written communication skills.
• Ability to listen and respond to visual and aural cues.
• Ability to be physically mobile, and stand/walk for 8 to 12-hour shifts.
• Excellent guest service and communication skills.
• Ability to work in areas containing dust, secondhand smoke, varying noise and temperature levels, lighting, vibrations, crowds and air quality.
• Must present a professional appearance and demeanor at all times.
• Regular and punctual attendance required.
• High school diploma or equivalent plus one to three years progressive casino, marketing or sales related experience, or an equivalent combination of training, education and experience demonstrating the ability to perform the duties of the position.
• At least 6 months experience directly related to the accountabilities specified, or an equivalent combination of training, education and experience demonstrating the ability to perform the duties of the position.