HCVR Senior Executive Casino Host (Full Time; Swing Shift

Senior Executive Casino Host

Harrah's Cherokee Valley River Casino & Hotel Position Description

Department: Casino Marketing

Grade/FLSA Status: S16—Exempt—Incentive Bonus Eligible

Badge Type/Color: Key—Blue

Reports To: Supervisor, Casino Marketing

Job Summary:

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. Purpose in 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.

Job Essential Duties and Responsibilities:

• Establish and endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values
• Responsible for generating casino revenue through development of VIP accounts while maximizing existing revenue streams utilizing our active databases and implementing creative marketing programs
• Build loyalty among valued VIP customers by developing relationships effectively utilizing marketing and upscale sales techniques
• Maintain 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
• Work to utilize transportation resources, including 30-seat jet, corporate jet, direct mail to actively recruit VIP players
• Significant amount of time customer facing; participating in special events and social functions
• Anticipate, respond to and consistently meet or exceed the needs of guests including, but not limited to, transportation and accommodation arrangements
• Coordination as needed with VIP Concierge 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
• Establish, coordinate, and lead both on and off-property VIP events
• Handle difficult guests and situations in a calm, professional and prudent manner
• Empowered with comping authority
• Comply with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
• Respond to and consistently meets the needs of internal clients
• Support and cultivate new ideas and methods to deliver business solutions
• Identify ways to increase efficiencies or improve product or service
• Communicate programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business
• Keep track of existing products/services and/or progress on new initiatives
• Stay up to date with the latest developments in the industry, current market trends and all on-property and competitor events
• Develop skills to handle increasingly complex matters
• Comply with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
• Give consistent, timely and accurate information and finds answer when unsure
• Adhere to regulatory, departmental and company policies/procedures in an ethical manner

Minimum Qualifications:

• High school diploma or GED required
• BSBA from an accredited educational institution preferred
• Three to five years experience casino/hotel, customer service, host or other account management experience required (luxury service experience preferred)
• Must demonstrate the following essential knowledge and skills:
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
• 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 mindset to ensure seamless end-to-end customer experiences
• Excellent networking abilities
• Avid member of the local community, including…