Job Description

The role of the Sr. Executive Casino Host is to own all aspects of strategic relationships with a specific group of VIP players for whom they direct account development, relationship building and service while on property. The purpose of 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. To accomplish this goal, you will have a variety of technical tools and property partners as your support.

• 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 goal of maximizing gaming revenue goals as set by the management team.

• Uses available technology and resources, including Textline, Team, Slack, RingCentral, Salesforce (SMART), emails, and cell phones, to ensure all guests are receiving VIP treatment inside and outside of standard business hours.

• Coordinates with internal and external business stakeholders including Player Support, Caesars Rewards team, VIP Leaders, Marketing Technology/IT managers, software platform vendors, and analytics team members to advance VIP efforts.

• Works to utilize available resources to actively recruit VIP players.
• Ability to spend a significant amount of time customer facing and 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 Hospitality team to lead to successful delivery of pre-trip itinerary; leveraging partnerships throughout the property (Gaming, Hotel, Food & Beverage, Table Games, Slot Operations, 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.
• 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.

• Engaged in daily, weekly and monthly VIP guest activity monitoring and reporting including wagering, revenue, win/loss and guest generosity levels.

• Responds to daily reporting identifying movement in coded population including incliners, decliners, defectors, and funding changes with personal outreach and VIP offers.

• Ability to remain 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.

• Three (3) to five (5) years’ experience casino/hotel, customer service, host or other account management experience required (Luxury service experience preferred).

• College degree or equivalent experience preferred.

• 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 mind-set to ensure seamless end-to-end customer experiences.

• Excellent networking abilities.

• Avid member of the local community, including commercial and industry awareness.

• Must be able to listen and respond to visual and aural cues.

• Must have excellent oral and written communication skills.

• Must be able to read, write, speak and understand English.

• Must be able to work nights, weekends, and holidays.

• Must obtain a Louisiana Non-Key Gaming License, Responsible Vendor Certification, and Bossier ABO Card.

ADDITIONAL REQUIREMENTS

• Must be able to move quickly around property.
• Must be able to bend, crouch, kneel, twist and work at a desk.
• Responds to visual and aural cues.
• Must be able to work independently and proven to be self-motivated.
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must present a well-groomed appearance.
• Must be able to continuously maneuver around office and casino.
• Must be able to respond calmly and make rational decisions when handling guests’ needs.
• Must be able to tolerate areas containing secondhand smoke.