Senior Executive Host, Multi-Cultural (Chinese Fluent)

 We are seeking a Senior Executive Host who is fluent in Chinese languages to join our team at Harrah's Kansas City, Casino & Hotel

JOB SUMMARY: 

• The Senior Executive Casino Host’s foremost role is to own all aspects of Harrah’s relationships with a group of approximately 500 VIP players, with whom they build relationships and coordinate and provide service in order to optimize the brand loyalty and revenue flow available from them. 
• The over-arching purpose of this role is to develop a lasting, growth-oriented relationship with each customer through a combination of in-person sales & service and on-the-phone sales activities.
• A variety of technical tools and property partners support the Senior Executive Hosts accomplish these goals. 
• As a member of this team, you will be the first line of contact with our very best guests.
• To succeed, you must blend exceptional motivation to serve, gregariousness, and graciousness.
• An intuitive and creative problem solver, you will strive to delight our guests, be committed to proactive service recovery, and be skilled in social awareness. 
• The ideal candidate for this position will be resilient, tenacious, and have a passion for service in a customer facing role as well as the ability to develop relationships via the telephone.
• To be best positioned to succeed, candidates should have a keen sense of personal ambition and the ability to engage both their customers and their team members to commit to action. 

 

ESSENTIAL JOB FUNCTIONS:

• Generate casino revenue from an assigned, active database and from new VIP accounts to achieve gaming revenue goals as set by the management team.
• Effectively use marketing and upscale sales techniques to develop and maintain relationships with valued VIP customers, to secure their long-term loyalty.
• Participate in special events and social functions with targeted guests, gaining quality customer-facing time to build relationships.
• Make appropriate use of available resources:  CSB’s and other travel channels, external events, brand and tiered events, direct mail offers, and discretionary comp authority.
• Effectively sell Total Rewards to targeted customers; persuasively communicate the value of reward credit portability, tier status, and the recognition inherent to Total Rewards.
• Anticipate, respond to and consistently meet or exceed the hospitality and gaming needs of guests.
• Ensure seamless hand-off of guest itineraries for flawless on-property execution by the VIP Host hospitality team and operating departments: Casino, Hotel, Transportation, F&B, and Cage. 
• Plan, coordinate, and lead both on and off-property VIP events. 
• Handle difficult guests and situations in a calm, professional and prudent manner.
• Fully comply with all applicable rules, regulations, laws and policies.
• Conduct yourself with highest levels of integrity and honesty. 
• Respond to and consistently meet the needs of internal clients. 
• Support and cultivate new ideas and methods to deliver business solutions. 
• Identify ways to increase efficiencies or improve products or services. 
• Clearly communicate programs/services to necessary people, seek their support and keep them informed of changes that may impact the business. 
• Keep track of existing products/services and/or progress on new initiatives. 
• Stay up to date with the latest developments in the industry, current market trends and all on-property and competitor events. 
• Comply with and uphold company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.   
• Politely give consistent, timely and accurate information and find answers when unsure.     

1. Develops and maintains excellent rapport with quality gaming customers. 
2. Greets and host customers, maintaining a high standard of courtesy, friendliness and a hospitable attitude while represents management at special events. 

• Generates loyalty and revenue through building personal relationships with guests by understanding their likes and dislikes.
• Responsible for prospecting new guests through active players and provide them with information of player benefits with Harrah’s North Kansas City.
• Assist with hotel room reservations along with all promotions and events (meet/greet guests, swipe cards, hand out gifts, build relationships, etc.).

 

QUALIFICATIONS:

• College degree or equivalent preferred (Hospitality, Business or a related field).
• Three to five years in Casino Operations or Customer Development.