Job Description
Job Description
Position Summary
As a member of the Casino Marketing Team, the VIP Host role is responsible for all aspects of a customer journey while on property, simultaneously coordinating with ClubJACK team members and the Executive Host team on the recruitment, retention, and services provided to ClubJACK members. 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.
The ideal candidate for this position will possess inherent customer service skills, a passion for customer care, and a commitment to proactive service and recovery as necessary. VIP Hosts work to resolve customer issues using a rich set of tools which include real time customer data and alert systems. More importantly, VIP Hosts must possess an intuitive nature to foresee and resolve customer needs and issues. It is essential that VIP Hosts operate in a highly collaborative way and deliver on JACK’s service promise, while being held accountable for all service opportunities that may arise.
Essential Functions
- Greets guests in the Casino and ensures that they are ClubJACK members. If not, actively pursue enrolling them in the ClubJACK loyalty program.
- Effectively performs the tasks assigned to meet and exceed required performance goals and objectives
- Maintains relationships with VIP guests through personal contact by whatever means of communication possible and in person with the goal of increasing the frequency of their business
- Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with the highest levels of integrity and honesty
- Anticipates, responds to and consistently meets or exceeds the needs of our guests and other team members
- Supports and cultivates new ideas and methods to deliver business solutions that serve to build loyalty amongst our high-valued VIP guests and others with the potential to achieve that status
- Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
- Responsible for working effectively as a collaborative team player
- Proactively greets guests on the casino floor and supports the planning, preparation, and execution of VIP events and special promotions.
- Uses sound judgment and makes decisions in accordance with established comp and expense guidelines
- Handles difficult guests and situations in a calm, professional and prudent manner while ensuring that the outcome of those situations leaves our guests with a feeling of satisfaction and enhanced loyalty
- Provides assistance to VIP guests and other team members by fielding calls and text messages when not on shift or on their days off.
- Anticipates, responds to and consistently meets or exceeds the needs of guests while ensuring all actions align with the company’s business needs, profitability, practices, and procedures
- Provides seamless coordination within the Casino Marketing team, as well as with team members throughout property (e.g. Cage, Slots, Food & Beverage, etc.) to fulfil VIP guest needs and ensure a pleasant gaming experience, regardless of which areas of our business those guests may choose to patronize
- 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 and within allowable guidelines
- Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
- Must be knowledgeable of all events, promotions, programs, on property and for which their VIP guests may qualify or participate
- Finds and develops new customers based on criteria established by property leadership
- 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.
Knowledge, Skills & Abilities
- 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 respond calmly and make rational decisions when handling employee conflicts.
- 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.
Education and Experience
- One or more years’ experience casino/hotel, customer service, host, business development or other account management experience (or comparable experience).
- 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.
- Excellent interpersonal, communication, problem solving and analytical skills required.
- Must have a systematic and process-oriented mind-set to ensure seamless end-to-end customer experiences.
- Strong attention to detail with both trip logistics and customers.
- Must have excellent customer service skills.
- Must present well-groomed professional appearance.
- Must be able to listen and respond to visual and aural cues.
- Multilingual preferred but not required.
- Must be 21 years of age.
Required Certification/License
Ability to obtain a Gaming Occupational License within the State of Ohio