Senior Executive Casino Host(Full-Time; Swing) $45K-$50K Annually

Harrah’s Cherokee Casino Resort Position Description

 

POSITION TITLE:                          Senior Executive Casino Host

DEPARTMENT:                               Casino Marketing

GRADE/FLSA STATUS:                 S16—Exempt--Incentive Bonus Eligible

BADGE TYPE/COLOR:                 Key—Blue

REPORTS TO:                                 Supervisor, Senior Executive Casino Host

SUPERVISES:                                  N/A

 

JOB SUMMARY:

Own all aspects of strategic relationships with a specific group of  300-500 VIP players for whom they direct account development, relationship building and service while on property.  Purpose in this role will be to develop a lasting, growth-oriented relationship with each customer through a combination of in-person and on the phone sales activities. 

 

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for generating casino revenue through development of VIP accounts while maximizing existing revenue streams utilizing our active databases and implementing creative marketing programs
• 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
• Significant amount of time customer facing; participating in special events and social functions
• Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements
• Coordination as needed with VIP Concierge 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
• Establishes, coordinates, and leads both on and off-property VIP events
• 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
• Responds to and consistently meets the needs of internal clients
• 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
• Politely gives consistent, timely and accurate information and finds answer when unsure
• Adhere to regulatory, departmental and company policies in an ethical manner

                 

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• BS/BA from an accredited educational institution preferred
• Three to five years experience casino/hotel, customer service, host or other account management experience required (luxury service experience preferred)
• Must demonstrate the following essential knowledge and skills:
• 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 excellent customer service skills
• Must have a systematic and process oriented mindset to ensure seamless end-to-end customer experiences
• Excellent networking abilities
• Avid member of the local community, including commercial and industry awareness
• Must present a well-groomed professional appearance
• Must have excellent oral and written communication skills
• Leveraging sales techniques to maximize performance