VIP Hospitality Host (Caesars New Orleans)
VIP Hospitality Host (Caesars New Orleans)
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Job Description
JOIN A TEAM THAT GOES ALL-IN ON YOU
Caesars New Orleans Casino & Hotel is a destination property in the heart of the city we are continually striving to attract the best talent to deliver extraordinary experiences for our guests. Are you ready to join a team that embraces a family culture blazes the trail and commits to delivering Family-Style Service at every turn We want you to become an integral part of our vision to create spectacular worlds that immerse inspire and connect you. Become a part of our winning team and bring your fun spirit along with you!
BENEFITS: Caesars New Orleans is proud to offer our team members a professional fun and welcoming atmosphere. Our team members also enjoy exclusive benefits such as:
- FREE Downtown Team Member Parking
- Discounted Monthly Bus Passes
- Free Team Member Assistance Program
- Team Member Discounted Hotel Room Rates
- Discount Program within Caesars Partner Network
- Fun and Free Team Member Events
- Tuition & Student Loan Debt Repayment Assistance
- First Time Homebuyer Program
- Child Care Assistance Program
- 401k Matching
JOB SUMMARY:
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.
ESSENTIAL JOB FUNCTIONS:
- 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.
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 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;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 competitivestrategies and plans; accurately scopes & plans tasks; setsclear goals and evaluates personal performance against results; anticipates future challenges and adjustsfor roadblocks
PHYSICAL MENTAL AND ENVIRONMENTAL DEMANDS:Must be able to maneuver to all areas of the casino including in and around Pit areas. Must be able to bend stoop reach kneel twist and grip items when necessary. Must have the manual dexterity to operate a typewriter computer 10 key adding machine photocopier fax machine and telephone. Must be able to respond calmly and make rational decisions when handling guests demands in a fast paced environment. Must be able to read write speak and understand English. Must be able to respond to visual and aural cues.
GAMING PERMIT: Non-key
Employment Type
Full-Time
