Hospitality Host

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This position is responsible for monitoring access to the VIP Lounges, handling service issues on the gaming floor, responding to inbound host calls and creating a friendly, positive and welcoming environment for our guests.

Primary Duties And Responsibilities Includes But Not Limited To:

• Greets guests entering the lounges in a positive and friendly manner
• Obtains photo identification for all members requesting access to the VIP Lounges
• Records all guests accessing the lounges according to department policies and procedures
• Ensures guest satisfaction by interacting with them and resolving any issues
• Remains visible on the casino floor, including high-limit areas and lounges
• Creates Players Club accounts for new members, explains the program, verifies that account information is correct and reissues cards for existing accounts
• Refers guests to appropriate Executive Host or to Player Development
• Offers comps and event tickets to qualified customers, offers alternatives and up-sells the property according to department policies and procedures
• Supports all Mohegan Sun marketing efforts

Secondary Duties And Responsibilities:

• Communicates guest feedback with management
• Maintains and respects confidentiality of marketing programs, guest and employee information and databases
• Takes ownership of guest requests and seeks assistance if outside the scope of position
• Assists with maintaining the overall condition of the VIP Lounges by reporting any damage or needed repairs to management
• Maintains an awareness of suspicious activity, intoxicated or underage guests

Minimum Education And Qualifications:

• High School Diploma or equivalent
• One year of experience in a high volume casino, hospitality environment or previous customer service experience

Competencies: Incumbent Will Master The Following Competencies While In This Position:

• Strong written and verbal communication skills
• Excellent organizational, time management and relationship building skills
• Good negotiation and reasoning skills
• Ability to multi-task and adhere to deadlines
• Must be capable of interacting with the public in a highly professional manner
• Ability to make sound judgment calls relating to employees and guests

Training Requirements:

• Knowledge of Mohegan Sun corporate and department policies and procedures
• Working knowledge of ACSC, SharePoint, FPR and other applicable systems
• Knowledge of comping and rating guidelines
• Knowledge of the Mohegan Sun property and all its offerings
• SMART alcohol awareness

Physical Demands And Work Environment:

• Must be able to work in a casino environment with smoke, loud noises and low lighting
• Ability to sit, stand and walk for extended periods of time
• Must be able to sit in front of a computer screen for extended periods of time
• Must be able to work various shifts and flexible hours

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Mohegan Sun reserves the right to make changes in the above job description whenever necessary.

Work Shift: Regular

Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.