VIP Hospitality Host (Harrah's Philadelphia)

Responsibilities

• 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 to issue comps in accordance with the approved comp matrix
• Handles difficult guests and situations in a calm, professional and prudent manner
• 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
• Proactively identifies and resolves service failures; takes immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions
• Completely complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
• Identifies ways to increase efficiencies and to improve products or services
• 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
• Finds new customers based on criteria established by property leadership
• Stays up to date with the latest developments in both the local market and industry
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
• Gives consistent, polite, timely, and accurate information and service to all guests; takes the initiative to find the answer when unsure
• Has Complimentary privileges within prescribed limits in accordance with the approve comp matrix

Qualifications

• Three to five years experience casino/hotel, customer service, host or other account management experience (Luxury service experience preferred)
• 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
• Must be proficient with customer Point-of-Service systems
• Excellent interpersonal, communication, problem solving and analytical skills required
• Must have a systematic and process oriented mindset to ensure seamless end-to-end customer experiences
• 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
• Multilingual preferred
• Is able to work in smoke filled environment, and is able to sit and stand for prolonged periods of time
• Must be able to obtain and maintain the appropriate license through the Pennsylvania Gaming Control Board