Job Description

WE ARE CAESARS

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.

• Our Mission: “Create the Extraordinary”
• Our Vision: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”
• Our Values: “Blaze the Trail, Together We Win, All-In on Service”

Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

The VIP Hospitality Host ensures flawless delivery and execution of service excellence to both internal and external customers. The host ensures all customer contact is Courteous, Informative, Thorough and Friendly. As a member of the VIP Hospitality team, your foremost role will be to manage all aspects of a customer journey while on property, simultaneously coordinating with account development team members on pre- and post-trip planning. 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 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 Caesars service promise, while be held accountable for all service opportunities that may arise.

HOW YOU WILL CREATE THE EXTRAORDINARY

• Greets guests in the casino and participates in social events and special promotions
• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines
• Fully empowered with comp authority
• Handles difficult guests and situations in a calm, professional and prudent manner
• Maintains close ties with customers 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 Account Development team, New Business Team and employees throughout property (e.g. Credit, Gaming, Hotel, 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 happenings on property and in market
• Finds new customers based on criteria established by property leadership
• Stays up to date with the latest developments in both the local market and industry
• Complies with and upholds company expectations including Code of Commitment, 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
• Helps generate 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.
• Establishes, coordinates, and leads both on and off-property VIP events.

WHAT YOU WILL NEED

• Three to five years’ experience casino/hotel, customer service, host or other account management experience (Luxury service 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 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

ADDITIONAL REQUIREMENTS

• Must be able to maneuver to all areas of the casino.
• Must be able to lift up to 10 pounds and carry up to 5 pounds.
• Must be able to bend, reach, kneel, twist and grip items while working at assigned desk area.
• Must be able to work at a fast pace and in stressful situations.
• Must be able to read, write, speak and understand English.
• Must be able to respond to visual and aural cues.

TOGETHER WE WIN

We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships

DISCLAIMER

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

EQUAL EMPLOYMENT OPPORTUNITY

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.

GAMING LICENSE: NON-KEY

Caesars New Orleans Casino & Hotel earned recognition as a City Business “Best Places to Work” honoree and was named “#1 Large Employer” in the New Orleans area by the “Times-Picayune” Top Workplaces program. A destination property in the heart of the city, we are continually striving to attract the best talent to provide exceptional experiences for our guests.

Caesars New Orleans Casino is a Caesars Entertainment company. Our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.

Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values – Together We Win, All In On Service and Blaze the Trail – every day. Our mission, “Create the Extraordinary”. Our vision, “Create spectacular worlds. That immerse, inspire and connect you. We don’t perform magic; we create it with excellence. #WeAreCaesars”. If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.