HOST - VIP

As a member of the Casino Marketing Team, your foremost role will be to manage all aspects of a guest journey while on property, simultaneously coordinating with account development team members on pre-trip and post-trip planning.  The VIP Sales 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 regarding both guest and team interactions.

The ideal candidate for this position will possess inherent guest service skills and a commitment to proactive service and recovery as necessary.  Members of the Casino Marketing Team will work to resolve guest issues using a rich set of tools which include real time customer data and alert systems.  Members of this team will operate in a highly collaborative way and will deliver on the Hard Rock values, while being held accountable for all service opportunities that may arise.

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position).

• Executes phone calls daily to help drive a targeted segment of guests to the property. 80% of the role will be phone sales. Team Members will be required to meet call goals set by Management.
• Proactively greets guests on the casino floor and participates in social events and special promotions when asked by Management.
• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines. This role will assist with Players Club (Unity) and Promotions when asked by Management.
• This role will assist the Executive Host Team with tasks such as booking hotel rooms, securing amenities for high-worth guests, confirmation calls and other duties as assigned by Management.
• Handles difficult guest situations in a calm, professional and prudent manner.
• Maintains close ties with guests to facilitate 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 the Casino Marketing teams (Player Development, Account Development and Inside Sales) as well as team members throughout property (e.g., Cash Cage, Gaming, Food & Beverage, Transportation) to create successful delivery of pre-trip itinerary.
• 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.
• Must be knowledgeable of all events/promotions/etc. 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 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.
• Performs work regularly and adheres to all Virginia Lottery Regulations.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

High school diploma or equivalent and previous experience in call center or in a similar position preferred. Must have excellent guest service skills. One or more years’ experience casino/hotel, customer service, host or other account management experience (or comparable experience) preferred.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses and certifications per Federal, State, and Virginia Lottery.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be twenty-one (21) years of age.
• Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours.

ABILITY TO:

• Communicate effectively with guests in English, in a polished and professional manner.
• Analyze and solve problems efficiently.
• Use customer point-of-service systems proficiently.
• Plan trip logistics and take care of guests with strong attention to detail.
• Ensure end-to-end customer experiences using a systematic and process-oriented mindset.
• Commitment to routinely go above and beyond in the accomplishment of position.
• Think independently and make real-time decisions to improve guest experiences and program profitability.
• Maintain highest level of professionalism and confidentiality.
• Manage time effectively and perform multiple tasks simultaneously.

Duties and responsibilities are typically performed in a professional office setting, but there may be times where you will need to be on or pass through the Casino Floor. While there, you may be exposed to casino-related environmental factors including, but not limited to, second hand smoke, excessive noise, and flashing screens/lights.