Job Description

Harrah’s Cherokee Casino Resort Position Description

POSITION TITLE: Senior Executive Casino Host

DEPARTMENT: Casino Marketing

GRADE/FLSA STATUS: S16—Exempt--Incentive Bonus Eligible

BADGE TYPE/COLOR: Key—Blue

REPORTS TO: Supervisor, Senior Executive Casino Host

SUPERVISES: N/A

Own all aspects of strategic relationships with a specific group of 300-500 VIP players for whom they direct account development, relationship building and service while on property. Purpose in this role will be to develop a lasting, growth-oriented relationship with each customer through a combination of in-person and on the phone sales activities.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for generating casino revenue through development of VIP accounts while maximizing existing revenue streams utilizing our active databases and implementing creative marketing programs
• Builds loyalty among valued VIP customers by developing relationships effectively utilizing marketing and upscale sales techniques
• Maintains relationships with VIP guests through personal contact by phone and in person with the ultimate goal of maximizing gaming revenue goals as set by the management team
• Works to utilize transportation resources, including 30-seat jet, corporate jet, direct mail to actively recruit VIP players
• Significant amount of time customer facing; participating in special events and social functions
• Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements
• Coordination as needed with VIP Concierge team to lead to successful delivery of pre-trip itinerary; leveraging partnerships throughout the property (Gaming, Hotel, Food & Beverage, etc.) to maximize smooth, high end service delivery
• Establishes, coordinates, and leads both on and off-property VIP events
• Handles difficult guests and situations in a calm, professional and prudent manner
• Fully empowered with comping authority
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
• Responds to and consistently meets the needs of internal clients
• Supports and cultivates new ideas and methods to deliver business solutions
• Identifies ways to increase efficiencies or improve product or service
• 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
• Stays up to date with the latest developments in the industry, current market trends and all on-property and competitor events
• Develops skills to handle increasingly complex matters
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
• Politely gives consistent, timely and accurate information and finds answer when unsure
• Adhere to regulatory, departmental and company policies in an ethical manner

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• BS/BA from an accredited educational institution preferred
• Three to five years experience casino/hotel, customer service, host or other account management experience required (luxury service experience preferred)

• Must demonstrate the following essential knowledge and skills:
• 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 excellent customer service skills
• Must have a systematic and process oriented mindset to ensure seamless end-to-end customer experiences
• Excellent networking abilities
• Avid member of the local community, including commercial and industry awareness
• Must present a well-groomed professional appearance
• Must have excellent oral and written communication skills
• Leveraging sales techniques to maximize performance
• Internally motivated to graciously serve, delight and build player loyalty
• Anticipating and listening to customer needs
• Engaging others to succeed
• Applied functional/business knowledge; professionalism, composure, effectiveness
• Neat, professional appearance with excellent personal hygiene

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

• Must be able to stoop, bend, reach, kneel, twist, grip items
• Must be able to read, write, speak and understand English
• Must be able to respond to visual and aural cues
• Must be able to work in small, shared office space
• Must lift up to 25 pounds
• Must have the manual dexterity and coordination to operate office equipment, including computers, fax machine and photo copier
• Must be able to lift up to 25 pounds
• Must be able to travel overnight if required
• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including second hand smoke
• Must be able to work a flexible schedule including weekends, evenings and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah’s Cherokee Casino Resort reserves the right to make changes in the above job description whenever necessary. 11.29.17