VIP Host

Overview

The VIP 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 both guests and team member interactions.

• Greets guests in the Casino and ensures that they are ClubJACK members. If not, actively pursue enrolling them in the ClubJACK loyalty program.
• Supports the planning, preparation, and execution of VIP events and special promotions.
• Responsible for applying the guidelines set forth by the Casino Marketing bonus program and meeting the minimum requirements for achieving the established goals and objectives.
• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines.
• Handles difficult guest situations in a calm, professional and prudent manner. Tasked with upholding the company’s best interest while maintaining guest satisfaction in a positive manner.
• Participates in off property events, including hosting VIP guests at sporting and concert venues.
• Assist by fielding calls and text messages from VIP guests and other team members when not on shift or on their days off.
• Maintains close ties with customers to create loyalty.
• Anticipates, responds to, and consistently meets or exceeds the needs of guests including, but not limited to transportation requests, hotel accommodations, restaurant reservations, and other arrangements.
• Ensure seamless communication with the Executive Host team, and other team members throughout the property who all play key roles in serving our VIP guests (e.g. ClubJACK, Cage/Credit, Gaming, Food & Beverage, Valet/Parking).
• Proactively identifies and resolves service failures, taking immediate action to resolve service gaps and reinforcing player loyalty and intent to return by using comp authority or making exceptions when necessary.
• 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 improve products or services.
• Clearly communicates programs and services to internal team members, seeks their support and keeps them informed of changes that may impact their area of the business.
• Keeps track of existing products and services and/or progress on new initiatives.
• Must be knowledgeable of all happenings on property and in market and stays up to date with the latest developments.
• Finds and develops new customers based on criteria established by property leadership.
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
• Ensures the privacy of VIP guests is respected and always maintained.
• Understand cultural sensitivities and adapt service accordingly.
• Provide consistent, polite, timely, and accurate information and service to all guests, taking the initiative to find the answer when unsure.

• Must be able to work independently.
• Must be able to sit, stand or walk for long periods of time (8 hours).
• Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
• Must be able to lift and carry up to 50 lbs.; and can push, pull, reach, bend, twist, stoop and kneel.
• Respond to visual and aural cues.
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must be able to tolerate areas containing dust, loud noises and bright lights.
• Must be able to work varied shifts, weekends and holidays as needed.
• Ability to simultaneously manage several projects and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
• Ability to speak distinctly and persuasively.
• Must be able to read, write, speak, and understand English.
• Must be able to work in an environment where guests are smoking.

• Two to three years’ experience casino/hotel, customer service, host or other business development or account management experience (Luxury service experience…