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

MINIMUM QUALIFICATIONS:

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High school diploma or GED required
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BSBA from an accredited educational institution preferred
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Three to five years experience casino/hotel, customer service, host or other account management experience required (luxury service experience preferred)
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Must demonstrate the following essential knowledge and skills:
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Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
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Ability to think independently in making decisions to maximize customer service experience and program profitability
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Ability to effectively manage time and perform multiple tasks simultaneously
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Must be proficient with customer Point-of-Service systems
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Excellent interpersonal, communication, problem solving and analytical skills required
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Must have excellent customer service skills
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Must have a systematic and process oriented mindset to ensure seamless end-to-end customer experiences
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Excellent networking abilities
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Avid member of the local community, including commercial and industry awareness
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Neat, professional appearance with excellent personal hygiene
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Must have excellent oral and written communication skills
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Leveraging sales techniques to maximize performance
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Internally motivated to graciously serve, delight and build player loyalty
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Anticipating and listening to customer needs
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Engaging others to succeed
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Applied functional/business knowledge; professionalism, composure, effectiveness
PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:
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Must be able to stoop, bend, reach, kneel, twist, grip items
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Must be able to maneuver to all areas of casino
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Must be able to operate in stressful situations
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Must be able to read, write, speak and understand English
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Must be able to respond to visual and aural cues
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Must be able to work in small, shared office space
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Must be able to lift up to 25 pounds
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Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including second hand smoke
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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