Senior Executive Casino Host (Horseshoe Bossier)

The Senior Executive Casino Host is to 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.  The purpose of 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. To accomplish this goal you will have a variety of technical tools and property partners as your support.

• 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.
• Ability to spend a significant amount of time customer facing and 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 Hospitality 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. 
• Ability to remain 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. 

• Three (3) to five (5) years’ experience casino/hotel, customer service, host or other account management experience required (Luxury service experience preferred).

• College degree or equivalent 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 excellent customer service skills.

• Must have a systematic and process oriented mind-set to ensure seamless end-to-end customer experiences. 

• Excellent networking abilities.

• Avid member of the local community, including commercial and industry awareness.

• Must be able to listen and respond to visual and aural cues. 

• Must have excellent oral and written communication skills.

• Must be able to read, write, speak and understand English.

Additional Requirements:

• Must be able to move quickly around property. 
• Must be able to bend, crouch, kneel, twist and work at a desk. 
• Responds to visual and aural cues. 
• Must be able to work independently and proven to be self-motivated. 
• Must have the manual dexterity to operate a computer and other necessary office equipment.

• Must present a well groomed appearance.

   

• Must be able to continuously maneuver around office and casino. 
• Must be able to respond calmly and make rational decisions when handling guests’ needs. 
• Must be able to tolerate areas containing second hand smoke.