VIP Hospitality Host

As a member of the VIP Hospitality team, your foremost role will be 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 Hospitality 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.

• 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
• 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 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
• 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
• Finds new customers based on criteria established by property leadership
• 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

• Must be at least 21 years of age.
• Three to five years experience casino/hotel, customer service, host or other account management experience (Luxury service 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 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.
• Must be able to work a flexible schedule including nights, weekends, and holidays.

• $50,000 to $60,000
• Bi-Weekly Pay Dates
• Paid Time Off, 401(k), Medical, Dental, Vision, Life & Disability Insurance

DISCLAIMER

The statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer.

The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

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