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HCVR VIP Host (Full Time; Swing Shift)

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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

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