Casino Marketing VIP Hospitality Host (FT) (Horseshoe Tunica)

JOB SUMMARY:

As a team member of the marketing team, your foremost role will be to manage all aspects of the customer’s journey while on property, simultaneously coordinating with account development team members on pre-trip and post-trip planning. The VIP Hospitality Host will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service. Candidates should have sharply honed interpersonal skills; inspire confidence and exude authenticity with regard to both guest and team interactions.

ESSENTIAL JOB FUNCTIONS:

• Proactively greet guests in VIP check-in, Casino Floor and High Limit gaming spaces (where assigned).
• Greets guests in the casino and participates in social events and special promotions
• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines.
• Fully empowered with comp authority.
• Handles difficult guests and situations in a calm, professional and prudent manner.
• Maintains close ties with customers to engender loyalty.
• Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements.
• Seamless coordination with VIP Host Desk, Executive Host team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to deliver a superior customer experience.
• Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions.
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
• Identifies ways to increase efficiencies and to improve products or services.
• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business.
• Keeps track of existing products/services and/or progress on new initiatives.
• Utilize WiNet, LMS, CMS, and Casino systems to extract/enter data for required information.
• Utilize player-rating system for comp worth determination.
• Must be knowledgeable of all happenings on property and in market.
• Stays up to date with the latest developments in both the local market and industry.
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
• Gives consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure.
• Finds new customers based on criteria established by property leadership.
• Acts as Host on Duty when needed.
• Teamwork: Collaborates with work-group and all support departments to ensure player satisfaction. 
• Communicates all relevant information to co-workers and management to maintain consistency and avoid potential problems. 
• Works with team members to achieve common goals. 
• Works in different areas of Casino Marketing such as the Diamond Lounge, Host Desk or areas whenever scheduled and/or needed.
• Confidentiality/Integrity:  Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances.
• Maintains confidentiality of all player accounts. 
• Maintains security and confidentiality of files, records and lists. 

QUALIFICATIONS:

• 2 to 4 years’ experience casino/hotel, customer service, host or other account management experience (or comparable experience).
• High School Diploma or equivalent required
• 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.
• Must have knowledge of Microsoft Word, Excel, Outlook and Access programs
• Must have basic and/or proficient computer knowledge including typing skills
• Excellent interpersonal, communication, problem solving, and analytical skills required.
• Must have a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences.
• Strong attention to detail with both trip logistics and customers.
• Must have excellent customer service skills and be able to respond calmly when handling guest conflict.
• Must present well-groomed professional appearance.
• Must be able to listen and respond to visual and aural cues.  
• Must be willing able to work different hours or shifts when needed.
• Must be able to acquire a Mississippi Gaming Badge.

CRITICAL COMPETENCIES:

• Approachable: Spends the extra effort to put others at ease. An exceptional listener who is gracious, sensitive and patient.
• Initiative: Create and seize opportunities to win, even when faced with ambiguity. True passion for results.
• Interpersonal Savvy: Builds rapport quickly by listening, sharing, understanding and comforting.
• Outside In: Obsessed with exceeding customer expectations. Passionate about service improvements.
• Self-Assurance: Confident in ability to meet goals.
• Composure: 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.
• Planning Agility: Sees ahead to prepare competitive strategies and plans; accurately scopes & plans tasks; sets clear goals and evaluates personal performance against results; anticipates future challenges and adjusts for roadblocks 

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be able to continuously maneuver around office.
• Must be able to move quickly around property.
• Must be able to bend, crouch, kneel, twist and work at a desk.
• Must be able to work independently and proven to be self-motivated.
• Must be able to speak, read, write and understand English.
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must be able to respond calmly and make rational decisions when handling guest’s needs.
• Must be able to tolerate areas containing second hand smoke.
• Must be able to maneuver to all assigned areas of the casino.
• Must be able to work in a fast-paced environment involving constant public contact.
• Must be able to lift up to 10 lbs. and carry objects weighing up to 10 lbs.
• Must be able to work in areas containing secondary smoke, high noise levels, bright lights and dust.
• Position requires 15% standing, 75% walking, 10% sitting.
• Must be able to respond to speech, touch, visual and aural cues.

Positions that have contact with the public require the ability to work in a noisy environment and may be exposed to guests who use tobacco products. Also, non-public contact positions may be required to enter public areas from time to time, in connection with their duties, and may be subject to the same environment.