Casino Service Host- Full time (Harrah's Atlantic City)

JOB SUMMARY: 

Responsible for providing flawless customer service, passion for customer care, and a commitment to proactive service and recovery as necessary. Works to resolve customer issues using a rich set of tools which include real time customer data.

 

DIRECTLY SUPERVISES:

N/A

 

KEY JOB FUNCTIONS:

• Proactively greet guests in VIP check-in and High Limit gaming spaces (where assigned)
• Issues complementaries in accordance with established comping guidelines.
• 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 VIP Check-in, Executive Host team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to deliver a superior customer experience.
• 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.
• 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.
• Stays up to date with the latest developments in both the local market and industry
• Must be knowledgeable of all happenings on property and in market
• Keeps track of existing products/services and/or progress on new initiatives.
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
• 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.

EDUCATION and/or EXPERIENCE: 

Three to five years’ experience casino/hotel, customer service, host or other account management experience (Luxury service experience preferred). Multilingual preferred.

 

QUALIFICATIONS:

• Excellent interpersonal, communication, problem solving, and analytical skills required.
• Must present well-groomed professional appearance.
• 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 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 be able to listen and respond to visual and aural cues.

 

CRITICAL COMPETENCIES

• Approachable: Spends the extra effort to put others at ease. An exceptional listener who is gracious, sensitive and patient.
• Initiative: Create and seize opportunities to win, even when faced with ambiguity. True passion for results.
• Interpersonal Savvy: Builds rapport quickly by listening, sharing, understanding and comforting.
• Outside In: Obsessed with exceeding customer expectations. Passionate about service improvements.
• Self-Assurance: Confident in ability to meet goals.
• Composure: 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.
• Planning Agility: sees ahead to prepare competitive strategies and plans; accurately scopes & plans tasks; sets clear goals and evaluates personal performance against results; anticipates future challenges and adjusts for roadblocks.

 

PHYS