HOST - VIP SALES

Position Summary

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- 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 with regard to 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

• 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 at the Wild Card Club and Promotions when asked by Management.
• This role will assist the Executive Host Team with the following task but not limited to: booking hotel rooms, securing amenities for high-worth guests, confirmation calls and other duties as assigned by Management.
• Handles difficult guests and situations in a calm, professional and prudent manner.
• Maintains close ties with guests to engender 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. Check Cashing, 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.

Education and Experience

• Must have excellent guest service skills.
• One or more years’ experience casino/hotel, customer service, host or other account management experience (or comparable experience).

Knowledge, Skills & Abilities

• Ability to think independently in making real-time 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 mindset to ensure seamless end-to-end customer experiences.
• Strong attention to detail with both trip logistics and customers.
• Must present well-groomed professional appearance.

Required Certification/License

Ability to obtain a Gaming Occupational License within the State of Ohio

Physical Demands and Work Environment