Casino Host, Senior Executive

• The Senior Executive Casino Host’s foremost role is to own all aspects of Harrah’s relationships with a group of approximately 500 VIP players, with whom they build relationships and coordinate and provide service in order to optimize the brand loyalty and revenue flow available from them.
• The over-arching purpose of this role is to develop a lasting, growth-oriented relationship with each customer through a combination of in-person sales & service and on-the-phone sales activities.
• A variety of technical tools and property partners support the Senior Executive Hosts accomplish these goals.
• As a member of this team, you will be the first line of contact with our very best guests.
• To succeed, you must blend exceptional motivation to serve, gregariousness, and graciousness.
• An intuitive and creative problem solver, you will strive to delight our guests, be committed to proactive service recovery, and be skilled in social awareness.
• The ideal candidate for this position will be resilient, tenacious, and have a passion for service in a customer facing role as well as the ability to develop relationships via the telephone.
• To be best positioned to succeed, candidates should have a keen sense of personal ambition and the ability to engage both their customers and their team members to commit to action.

ESSENTIAL JOB FUNCTIONS :

• Generate casino revenue from an assigned, active database and from new VIP accounts to achieve gaming revenue goals as set by the management team.
• Effectively use marketing and upscale sales techniques to develop and maintain relationships with valued VIP customers, to secure their long-term loyalty.
• Participate in special events and social functions with targeted guests, gaining quality customer-facing time to build relationships.
• Make appropriate use of available resources : CSB’s and other travel channels, external events, brand and tiered events, direct mail offers, and discretionary comp authority.
• Effectively sell Total Rewards to targeted customers; persuasively communicate the value of reward credit portability, tier status, and the recognition inherent to Total Rewards.
• Anticipate, respond to and consistently meet or exceed the hospitality and gaming needs of guests.
• Ensure seamless hand-off of guest itineraries for flawless on-property execution by the VIP Host hospitality team and operating departments : Casino, Hotel, Transportation, F&B, and Cage.
• Plan, coordinate, and lead both on and off-property VIP events.
• Handle difficult guests and situations in a calm, professional and prudent manner.
• Fully comply with all applicable rules, regulations, laws and policies.
• Conduct yourself with highest levels of integrity and honesty.
• Respond to and consistently meet the needs of internal clients.
• Support and cultivate new ideas and methods to deliver business solutions.
• Identify ways to increase efficiencies or improve products or services.
• Clearly communicate programs / services to necessary people, seek their support and keep them informed of changes that may impact the business.
• Keep track of existing products / services and / or progress on new initiatives.
• Stay up to date with the latest developments in the industry, current market trends and all on-property and competitor events.
• Comply with and uphold company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
• Politely give consistent, timely and accurate information and find answers when unsure.
• Develops and maintains excellent rapport with quality gaming customers.
• Greets and host customers, maintaining a high standard of courtesy, friendliness and a hospitable attitude while represents management at special events.
• Generates loyalty and revenue through building personal relationships with guests by understanding their likes and dislikes.
• Responsible for prospecting new guests through active players and provide them with information of player benefits with Harrah’s North Kansas City.
• Assist with hotel room reservations along with all promotions and events (meet / greet guests, swipe cards, hand out gifts, build relationships, .

QUALIFICATIONS :

• College degree or equivalent preferred (Hospitality, Business or a related field).
• Three to five years in Casino Operations or Customer Development.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.
• Must be 21 years of age.
• Must be able to obtain Missouri Gaming License.
• Must pass background.
• Must be able to work any day of the week and any shift, including holidays and weekends.
• Must present a well-groomed appearance.
• Must have excellent customer service / communication skills.
• Knowledgeable in data entry, read and interpret output from a computer.
• Advanced customer service skills and problem-solving skills.
• Sales force experience preferred.
• Knowledgeable in CMS / LMS / EMSI Micros, data entry, read and interpret output from computer.
• Excellent leadership, organization, communication, and administrative skills.

WORK ENVIRONMENT REQUIREMENTS :

• Must be able to bend, twist, turn, push and pull, as well as lift and carry above / below the shoulders a minimum of 25 lbs or more.
• Must be able to stand or sit for prolonged periods of time or entire shift.
• Must be able to work at a fast pace and in stressful situations.
• Is able to tolerate areas containing second-hand smoke, high noise levels, bright lights and dust.
• Must be able to read, write, speak and understand English.
• Must be able to maneuver around office areas, effectively work in high traffic areas and responds to visual and aural cues.
• Mathematical abilities including addition and subtraction / accurate record keeping strongly required.
• Must have the dexterity to grip and work necessary items (chips, 10 key adding machine, money bags, computers, money, .
• Must be able to work with both, a team mentality and professional attitude.
• Must have strong written and verbal skills.
• Must be able to stand or sit for prolonged periods of time.
• Able to bend, reach, kneel, twist and grip items as necessary.
• Able to respond calmly and make rational decisions when handling guests’ demands in a fast pace environment.
• Must be able to maneuver around casino / office areas, effectively work in high traffic areas and responds to visual and aural cues.

Important Notice :

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Guest service is an intricate portion of all job positions on property. Because of this, you may also be asked to perform other duties or tasks in focus of truly great service.

Licensing and Certification Required :

Employees may be required to obtain a Missouri Gaming Commission license. The initial license is paid for by the employee through payroll deduction.

All subsequent renewals for the license are paid by Harrah’s North Kansas City.

Revised 7 / 2012