Harrah’s Cherokee Casino Resort 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: VIP Supervisor
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, New Business 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
- Demonstrated teamwork behaviors and attitudes
- Create and seize opportunities to win, even when faced with ambiguity
- Build rapport quickly by listening, sharing, understanding and comforting
- Obsessed with exceeding customer expectations
- Neat, professional appearance with excellent personal hygiene
PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:
- Must be able to stoop, bend, reach, kneel, twist, and 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 have the manual dexterity and coordination to operate office equipment, including computers, fax machine and photo copier
- Must be able to 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 secondhand 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 Casino Resort reserves the right to make changes in the above job description whenever necessary. 9.9.20
