VIP Host

Job Description

Job Description

Position Summary

As a member of the Casino Marketing Team, the VIP Host role is responsible for all aspects of a customer journey while on property, simultaneously coordinating with ClubJACK team members and the Executive Host team on the recruitment, retention, and services provided to ClubJACK members. 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 both guests and team member 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. VIP Hosts work to resolve customer issues using a rich set of tools which include real time customer data and alert systems. More importantly, VIP Hosts must possess an intuitive nature to foresee and resolve customer needs and issues. It is essential that VIP Hosts operate in a highly collaborative way and deliver on JACK’s service promise, while being held accountable for all service opportunities that may arise.

Essential Functions

• Greets guests in the Casino and ensures that they are ClubJACK members. If not, actively pursue enrolling them in the ClubJACK loyalty program.
• Effectively performs the tasks assigned to meet and exceed required performance goals and objectives
• Maintains relationships with VIP guests through personal contact by whatever means of communication possible and in person with the goal of increasing the frequency of their business
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with the highest levels of integrity and honesty
• Anticipates, responds to and consistently meets or exceeds the needs of our guests and other team members
• Supports and cultivates new ideas and methods to deliver business solutions that serve to build loyalty amongst our high-valued VIP guests and others with the potential to achieve that status
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
• Responsible for working effectively as a collaborative team player
• Proactively greets guests on the casino floor and supports the planning, preparation, and execution of VIP events and special promotions.
• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines
• Handles difficult guests and situations in a calm, professional and prudent manner while ensuring that the outcome of those situations leaves our guests with a feeling of satisfaction and enhanced loyalty
• Provides assistance to VIP guests and other team members by fielding calls and text messages when not on shift or on their days off.
• Anticipates, responds to and consistently meets or exceeds the needs of guests while ensuring all actions align with the company’s business needs, profitability, practices, and procedures
• Provides seamless coordination within the Casino Marketing team, as well as with team members throughout property (e.g. Cage, Slots, Food & Beverage, etc.) to fulfil VIP guest needs and ensure a pleasant gaming experience, regardless of which areas of our business those guests may choose to patronize
• Proactively identifies and resolves service failures, taking immediate action to resolve service gaps and reinforcing player loyalty and intent to return by using comp authority or making exceptions when necessary and within allowable guidelines
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
• Must be knowledgeable of all events, promotions, programs, on property and for which their VIP guests may qualify or participate
• Finds and develops new customers based on criteria established by property leadership
• Ensures the privacy of VIP guests is respected and always maintained.
• Understand cultural sensitivities and adapt service accordingly.
• Provide consistent, polite, timely, and accurate information and service to all guests, taking the initiative to find the answer when unsure.

Knowledge, Skills & Abilities

Education and Experience

Required Certification / License

Ability to obtain a Gaming Occupational License within the State of Ohio