Casino Marketing Service Ambassador - Full Time (Planet Hollywood LV)

JOB TITLE: Casino Marketing Service Ambassador

GRADE: TBD

DEPARTMENT:Casino Marketing

REPORTS TO:Casino Marketing Leadership

PAY TYPE: EXEMPT

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 Host team will work to resolve customer issues using a rich set of tools which include real time customer data. 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.

This core group will consist of but not limited to VIP guests: Inside Sales Digital nonLas Vegas dominant guests whose worth level does not qualify for Executive Hosts.

ESSENTIAL JOB FUNCTIONS:
Proactively greet guests in VIP checkin and High Limit gaming spaces (where assigned)
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 VIP Checkin Executive Host team and employees throughout property (e.g. Credit Gaming Hotel Food & Beverage Transportation) to deliver a superior customer experience.
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
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

QUALIFICATIONS:
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 PointofService systems
Excellent interpersonal communication problem solving and analytical skills required.
Must have a systematic and processoriented mindset to ensure seamless endtoend customer experiences.
Strong attention to detail with both trip logistics and customers
Must have excellent customer service skills.
Must present wellgroomed 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.
SelfAssurance: Confident in ability to meet goals.
Composure: cool under pressure; doesnt 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 MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be able to continuously maneuver around office.
• 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 selfmotivated.
• Must be able to speak read write and understand English.
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must be able to respond calmly and make rational decisions when handling guests needs.
• Must be able to tolerate areas containing second hand smoke.

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).