Executive Casino Host (Harrah's Philadelphia)

PLAYER SATISFACTION:

Responsible for flawlessly booking all guest trip accommodations i.e. special event reservations, restaurant reservations, shows, hotel, transportation, special amenities, etc.  Handles and resolves player problems or service issues that may arise from time to time.  Maintain goodwill with all guests.  Ensures guests are aware of all property special events and promotions, and supports execution of special events and promotions through attendance. Continuously serves as a customer listening post, ensuring that all customer feedback is properly recorded and forwarded to the appropriate manager to ensure that all service and marketing programs are functioning as designed.  Actively seeks out target players while customer is on property and takes appropriate steps to ensure that new or infrequent guests are properly introduced to our product, Total Rewards program and/or direct mail programs.

REVENUE GENERATION:

Builds relationships with target guests through the flawless execution of the VIP contact strategy.  Ensures proactive and ongoing communications with target guests through outbound phone, face to face meetings, emails and letters.  Sells and promotes to guests all pertinent offers, property amenities, special events and promotions that may result in a visit to the property.  Drives revenue and profits from target guests to achieve stated goals. Has Complimentary privileges within prescribed limits in accordance with the approve comp matrix.. Complies with all state and local regulatory requirements.  Represents the company at external functions and/or related functions, always maintaining a profession demeanor.  Flawlessly plans, schedules and makes arrangements for targeted guests on cross-brand or cross-property trips.  Leverages property amenities/marketing programs to targeted players to drive loyalty and annual revenue.  Uses all systems (CMS, PCS, LMS, EMS and the like) for the purpose of tracking complimentary items, guest contacts and event reservations. Maintains a clear understanding of the program’s performance against stated and approved goals and seeks support from their manager on tactics on how to correct any downward turns in business. Maintains a very comprehensive understanding of the competitive environment within our market and can promote and explain the service/marketing elements that differentiate Harrah’s from the competition. Has Complimentary privileges within prescribed limits in accordance with the approve comp matrix