HCVR VIP Host (Full Time; Varied 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:
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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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Greet guests in the casino and participates in social events and special promotions
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Use sound judgment and makes decisions in accordance with established comp and expense guidelines
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Fully empowered with comp authority
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Handle difficult guests and situations in a calm, professional and prudent manner
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Maintain close ties with customers to engender loyalty
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Anticipate, respond to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements
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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
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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
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Complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
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Identify ways to increase efficiencies and to improve products or services
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Communicate programs/services to necessary people, seek their support and keep them informed of changes that may impact the business
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Track existing products/services and/or progress on new initiatives
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Knowledgeable of all happenings on property and in market
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Find new customers based on criteria established by property leadership
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Stay up to date with the latest developments in both the local market and industry
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Comply with and uphold company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
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Give consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the 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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BS/BA from an accredited educational institution preferred
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Three years of customer service experience required (experience in luxury brands, casino/hotel, customer service, host or other account management experience preferred)
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Must demonstrate the following essential knowledge and skills:
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Ability to effectively manage time and perform multiple tasks simultaneously
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Proficient with customer Point-of-Service systems
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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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Excellent interpersonal and problem solving skills
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Excellent customer service skills
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Systematic and process oriented mindset to ensure seamless end-to-end customer experiences
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Excellent networking abilities
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Excellent oral and written communication skills
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Create and seize opportunities to win, even when faced with ambiguity
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Build rapport quickly by listening, sharing, understanding and comforting
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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
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Prepare competitive strategies and plans; scope & plan tasks; set clear goals and evaluate personal performance against results; anticipate future challenges and adjust for roadblocks
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Neat, professional appearance with excellent personal hygiene
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 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 lift up to 25 pounds and carry 5 pounds
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Must be able to operate in stressful situations
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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. 6.15.17