VIP Hospitality Casino Host

VIP Host

As a member of the Casino Marketing team, the role of the VIP Host is 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. Candidates should have sharply honed interpersonal skills; inspire confidence and exude authenticity with regard to both guest and team interactions.

The ideal candidate for this position will possess inherent customer service skills, a passion for customer care, and a commitment to proactive service and recovery as necessary. Members of the VIP Hospitality team will work to resolve customer issues using a rich set of tools which include real time customer data and alert systems. Members of this team will operate in a highly collaborative way and will deliver on Family Style Service, while be held accountable for all service opportunities that may arise.

Essential Job Functions:

• Greets guests in the casino and participates in social events and special promotions
• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines
• Fully empowered with comp authority
• 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 Account Development team, New Business Team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to create successful delivery of pre-trip itinerary
• Finds new customers based on criteria established by property leadership
• Ability to effectively manage time and perform multiple tasks simultaneously.
• Standing/walking on the casino floor interacting with guest 80% of the shift.

Additional Job Duties:

• Handles difficult guests and situations in a calm, professional and prudent manner
• 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
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
• 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
• Keeps track of existing products/services and/or progress on new initiatives
• Must be knowledgeable of all happenings on property and in market
• Stays up to date with the latest developments in both the local market and industry
• 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:

• Must be at least 21 years of age
• High school diploma or GED required
• Three to five years of experience in casino/hotel, customer service, host or other account manager preferred

Qualifications:

• Ability to think independently in making decisions to maximize customer service experience and program profitability.
• Must be proficient with customer Point-of-Service systems.
• Excellent interpersonal, communication, problem solving, and analytical skills required.
• 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 present well-groomed professional appearance.
• Must be able to listen and respond to visual and aural cues, multilingual preferred.
• Must have excellent oral and written communication skills
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business
• Must be computer literate with knowledge of Microsoft Office and Excel
• Must have strong customer service skills

Compensation & Benefits:

• $50,000 - $55,000
• Bi-Weekly Pay Dates
• Paid Time Off, 401(k), Medical, Dental, Vision, Life & Disability Insurance - Holiday Pay

Job Info:

• Job Identification 86272
• Job Category Sales and Marketing
• Job Schedule Full time
• Locations Horseshoe Baltimore (On-site)