HCVR Senior Executive Casino Host (Full Time; Swing Shift)

Harrah’s Cherokee Valley River Casino & Hotel Position Description

POSITION TITLE: Senior Executive Casino Host

DEPARTMENT: Casino Marketing

GRADE/FLSA STATUS: S16—Exempt--Incentive Bonus Eligible

BADGE TYPE/COLOR: Key—Blue

REPORTS TO: Supervisor, Casino Marketing

SUPERVISES: N/A

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 commercial and industry awareness
• Neat, professional appearance with excellent personal hygiene
• Must have excellent oral and written communication skills
• Leveraging sales techniques to maximize performance
• Internally motivated to graciously serve, delight and build player loyalty
• Anticipating and listening to customer needs
• Engaging others to succeed
• Applied functional/business knowledge; professionalism, composure, effectiveness

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

• Must be able to stoop, bend, reach, kneel, twist, grip items
• Must be able to maneuver to all areas of casino
• Must be able to operate in stressful situations
• Must be able to read, write, speak and understand English
• Must be able to respond to visual and aural cues
• Must be able to work in small, shared office space
• Must be able to lift up to 25 pounds
• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including second hand smoke
• Must be able to work a flexible schedule including weekends, evenings and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah’s Cherokee Valley River Casino & Hotel reserves the right to make changes in the above job description whenever necessary.     5.14.15