HCVR VIP Host (Full Time; Swing Shift)

Harrah’s Cherokee Valley River Casino & Hotel Position Description

 

POSITION TITLE: VIP Host

DEPARTMENT: Casino Marketing

GRADE/FLSA STATUS: H14 – Non-Exempt-Incentive Bonus Eligible

BADGE TYPE/COLOR: Key--Blue

REPORTS TO: Manager, Casino Marketing

SUPERVISES: N/A

 

JOB SUMMARY:

The primary role of the VIP Host 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 Host will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service.

 

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values
• Greet guests in the casino and participates in social events and special promotions 
• Use sound judgment and makes decisions in accordance with established comp and expense guidelines
• Fully empowered with comp authority
• Handle difficult guests and situations in a calm, professional and prudent manner
• Maintain close ties with customers to engender loyalty
• Anticipate, respond 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, and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to create successful delivery of pre-trip itinerary
• Identify and resolve service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions
• Complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
• Identify ways to increase efficiencies and to improve products or services 
• Communicate programs/services to necessary people, seek their support and keep them informed of changes that may impact the business
• Track existing products/services and/or progress on new initiatives
• Knowledgeable of all happenings on property and in market
• Find new customers based on criteria established by property leadership
• Stay up to date with the latest developments in both the local market and industry 
• Comply with and uphold company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
• Give consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure 
• Adhere to regulatory, departmental and company policies/procedures in an ethical manner

                  

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• BS/BA from an accredited educational institution preferred 
• Three years of customer service experience required (experience in luxury brands, casino/hotel, customer service, host or other account management experience  preferred)
• Must demonstrate the following essential knowledge and skills:
• Ability to effectively manage time and perform multiple tasks simultaneously 
• Proficient with customer Point-of-Service systems
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
• Excellent interpersonal and problem solving skills
• Excellent customer service skills 
• Systematic and process oriented mindset to ensure seamless end-to-end customer experiences 
• Excellent networking abilities
• Excellent oral and written communication skills
• Create and seize opportunities to win, even when faced with ambiguity 
• Build rapport quickly by listening, sharing, understanding and comforting 
• Cool under pressure; doesn't show frustration or become defensive when faced with challenging or stressful situations; not knocked off balance by the unexpected; a settling influence with others
• Prepare competitive strategies and plans; scope & plan tasks; set clear goals and evaluate personal performance against results; anticipate future challenges and adjust for roadblocks 
• Neat, professional appearance with excellent personal