HCVR VIP Host (Full Time; Swing Shift)

Harrah’s Cherokee Valley River Casino & Hotel Position Description

POSITION TITLE:                          VIP Host

DEPARTMENT:                                Casino Marketing

GRADE/FLSA STATUS:                H14 – Non-Exempt-Incentive Bonus Eligible

BADGE TYPE/COLOR:                 Key--Blue

REPORTS TO:                                  Manager, Casino Marketing

SUPERVISES:                                    N/A

JOB SUMMARY:

The primary role of the VIP Host 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 Host will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values

• Greet guests in the casino and participates in social events and special promotions 

• Use sound judgment and makes decisions in accordance with established comp and expense guidelines

• Fully empowered with comp authority

• Handle difficult guests and situations in a calm, professional and prudent manner

• Maintain close ties with customers to engender loyalty

• Anticipate, respond 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, and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to create successful delivery of pre-trip itinerary

• Identify and resolve service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions

• Complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty

• Identify ways to increase efficiencies and to improve products or services 

• Communicate programs/services to necessary people, seek their support and keep them informed of changes that may impact the business

• Track existing products/services and/or progress on new initiatives

• Knowledgeable of all happenings on property and in market

• Find new customers based on criteria established by property leadership

• Stay up to date with the latest developments in both the local market and industry 

• Comply with and uphold company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy

• Give consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure 

• Adhere to regulatory, departmental and company policies/procedures in an ethical manner

MINIMUM QUALIFICATIONS:

• High school diploma or GED required

• BS/BA from an accredited educational institution preferred 

• Three years of customer service experience required (experience in luxury brands, casino/hotel, customer service, host or other account management experience  preferred)

• Must demonstrate the following essential knowledge and skills:

• Ability to effectively manage time and perform multiple tasks simultaneously 

• Proficient with customer Point-of-Service systems

• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook

• Excellent interpersonal and problem solving skills

• Excellent customer service skills 

• Systematic and process oriented mindset to ensure seamless end-to-end customer experiences 

• Excellent networking abilities

• Excellent oral and written communication skills

• Create and seize opportunities to win, even when faced with ambiguity 

• Build rapport quickly by listening, sharing, understanding and comforting 

• Cool under pressure; doesn't show frustration or become defensive when faced with challenging or stressful situations; not knocked off balance by the unexpected; a settling influence with others

• Prepare competitive strategies and plans; scope & plan tasks; set clear goals and evaluate personal performance against results; anticipate future challenges and adjust for roadblocks 

• Neat, professional appearance with excellent personal hygiene

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

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

• 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 lift up to 25 pounds and carry 5 pounds

• Must be able to operate in stressful situations

• 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.           6.15.17