HOST - VIP

POSITION SUMMARY:

The incumbent in this position is responsible for developing and coordinating programs to attract and host mid- to high-limit players to ensure guest satisfaction and repeat visits.  The incumbent is also responsible for developing and establishing relationships with Hard Rock Bristol midrange gaming guests in order to encourage return visits and create guest loyalty. The position is called upon to interact frequently with mid- to high limit guests and make decisions regarding extensions of complimentary services and/or goods.

ESSENTIAL FUNCTIONS:

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

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.

ESSENTIAL FUNCTIONS:

(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.

DISCLAIMER:

This is not necessarily an exhaustive list of all the responsibilities, skills, duties, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different task is performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technical development). #HARDROCKBRISTOL