VIP Hospitality Host

As a member of the VIP Hospitality team, your foremost role will be 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 Hospitality Host will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service.  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.  Members of the VIP Hospitality team will work to resolve customer issues using a rich set of tools which include real time customer data and alert systems. 

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
• 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
• Seamless coordination 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; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions
• Fully 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
• Must be knowledgeable of all happenings on property and in market
• 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; taking the initiative to find the answer when unsure

QUALIFICATIONS:

• Must be at least 21 years of age.
• 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.
• Must be able to work a flexible schedule including nights, weekends, and holidays.

COMPENSATION & BENEFITS:

• $50,000 to $60,000
• Bi-Weekly Pay Dates
• Paid Time Off, 401(k), Medical, Dental, Vision, Life & Disability Insurance