VIP Host-Hospitality- Full Time (Harrah's Ak-Chin Casino)

About the job

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 regarding 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 Harrah’s service promise, while being held accountable for all service opportunities that may arise

Responsibilities

• 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.

• Find 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.

• 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.

• Identify ways to increase efficiency 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.

Qualifications

• High school diploma or GED required

• Three to five years of experience in casino/hotel, customer service, host or other account manager preferred

• Ability to think independently in making decisions to maximize customer service experience and program profitability.

• Must be proficient in 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

• Must be able to maneuver to all areas of the casino.

• Physically able to stand/walk for long periods of time.

• Must be alert and observant of your surroundings.

• Must be able to lift and carry up to 20 lbs.

• Must be able to bend, reach, kneel, twist and grip items.

• Must be able to work with and tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and areas with secondhand smoke

• Must be able to work at a fast pace, efficiently.

• Must be able to respond to visual, olfactory and aural cues.

• Must be able to operate in mentally and physically stressful situations

• Must be able to work a flexible schedule including weekends, evenings and holidays

Additional Information

• Job Identification: 91020
• Job Category: Sales and Marketing
• Job Schedule: Full time