• Job Description

  Req#: 68449

  As a member of the VIP Hospitality team, your foremost role will be to manage all aspects of a customer’s on-property journey. You will coordinate with the Account Development and Inside Sales teams to ensure the fulfillment of trip planning. The VIP Host will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service. VIP Hosts will be operators of the Laurel Lounge to ensure the lounge experience exceeds guests’ expectations. 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 customer service skills, a passion for customer care, and a commitment to proactive service and recovery as necessary. Members of the VIP Hospitality team will work to resolve customer 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 Harrah’s service promises.

  Essential Job Functions:

  • Greet guests in the casino and participate in social events and special promotions
  • Use sound judgment and make decisions in accordance with established comp and expense guidelines
  • Be fully empowered with comp authority
  • Handle difficult guests and situations in a calm, professional and prudent manner
  • Maintain close ties with customers to engender loyalty
  • Anticipate, respond to and consistently meet or exceed the needs of guests, especially in regard to transportation, dining, entertainment, and accommodation arrangements
  • Seamlessly coordinate with the Account Development team, Inside Sales team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to successfully fulfill planned itineraries.
  • Proactively identify and resolve service failures; take immediate action to resolve service gaps and cement player loyalty by using comp authority or making exceptions
  • Fully comply with all applicable rules, regulations, laws and policies
  • Conduct yourself with highest levels of integrity and honesty
  • Identify ways to increase efficiencies and to improve products or services
  • Clearly communicate programs/services to necessary people, seek their support and keep them informed of changes that may impact the business
  • Keep track of existing products/services and/or progress on new initiatives
  • Be knowledgeable of all happenings on property and in market
  • Find new customers based on criteria established by property leadership
  • Stay up to date with the latest developments in both the local market and industry
  • Comply with and uphold company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
  • Give consistent, polite, timely, and accurate information and service to all guests; find the answer when unsure
  • Redeems promotional vouchers. (No redemption for cash, only merchandise)
  • Prohibited from adding points to players accounts.
  • Greets and checks guests into the lounge, all while providing professional personalized service and ensuring requests are met promptly and efficiently.
  • Performs all other related and compatible duties as assigned.

  Knowledge, Skills & Education:

  • 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 mindset 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.

  Critical Competencies:

  • Approachable: Spends the extra effort to put others at ease. An exceptional listener who is gracious, sensitive and patient.
  • Initiative: Create and seize opportunities to win, even when faced with ambiguity. True passion for results.
  • Interpersonal Savvy: Builds rapport quickly by listening, sharing, understanding and comforting.
  • Outside In: Obsessed with exceeding customer expectations. Passionate about service improvements.
  • Self-Assurance: Confident in ability to meet goals.
  • Composure: cool under pressure; doesn't show frustration or become defensive when faced with challenging or stressful situations; not knocked off balance by the unexpected; a settling influence with others.
  • Planning Agility: sees ahead to prepare competitive strategies and plans; accurately scopes & plans tasks; sets clear goals and evaluates personal performance against results; anticipates future challenges and adjusts for roadblocks.

  Physical Requirements:

  Must be able to maneuver throughout casino and hotel areas. Must be able to sit, stand, bend, crouch, stoop, kneel, crawl, twist, and balance when performing in front of or interacting with guests. Must have manual dexterity to manipulate props and present customers with gifts/prizes. Must be able to frequently lift up to 20 pounds. Must be able to respond to both visual and aural cues. Must be able to read, write, speak, and understand English. Must be able to tolerate areas containing secondary smoke.

  Important Notice:

  This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Guest service is an intricate portion of all job positions on property. Because of this, you may also be asked to perform other duties or tasks in focus of truly great service.

  Licensing and Certification Required :

  Employees may be required to obtain a Missouri Gaming Commission license. The initial license is paid for by the employee through payroll deduction. All subsequent renewals for the license are paid by Harrah’s North Kansas City.

• About the company

  Caesars Entertainment, Inc. was a Paradise, Nevada based business that was the largest owner, operator and developer of casinos throughout the world.

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