Horseshoe Marketing VIP Host Hospitality Job Opening

• Proactively greet guests in VIP check-in, Casino Floor and High Limit gaming spaces (where assigned).
• 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 VIP Host Desk, 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.
• Utilize WiNet, LMS, CMS, and Casino systems to extract/enter data for required information.
• Utilize player-rating system for comp worth determination.
• 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.
• Finds new customers based on criteria established by property leadership.
• Acts as Host on Duty when needed.
• Teamwork: Collaborates with work-group and all support departments to ensure player satisfaction.
• Communicates all relevant information to co-workers and management to maintain consistency and avoid potential problems.
• Works with team members to achieve common goals.
• Works in different areas of Casino Marketing such as the Diamond Lounge, Host Desk or areas whenever scheduled and/or needed.
• Confidentiality/Integrity: Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances.
• Maintains confidentiality of all player accounts.
• Maintains security and confidentiality of files, records and lists.

• 2 to 4 years’ experience casino/hotel, customer service, host or other account management experience (or comparable experience).
• High School Diploma or equivalent required
• 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.
• Must have knowledge of Microsoft Word, Excel, Outlook and Access programs
• Must have basic and/or proficient computer knowledge including typing skills
• 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 and be able to respond calmly when handling guest conflict.
• Must present well-groomed professional appearance.
• Must be able to listen and respond to visual and aural cues.
• Must be willing able to work different hours or shifts when needed.
• Must be able to acquire a Mississippi Gaming Badge.

• 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.

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.
• Must be able to work independently and proven to be self-motivated.
• 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 guest’s needs.
• Must be able to tolerate areas containing second hand smoke.
• Must be able to maneuver to all assigned areas of the casino.
• Must be able to work in a fast-paced environment involving constant public contact.
• Must be able to lift up to 10 lbs. and carry objects weighing up to 10 lbs.
• Must be able to work in areas containing secondary smoke, high noise levels, bright lights and dust.
• Position requires 15% standing, 75% walking, 10% sitting.
• Must be able to respond to speech, touch, visual and aural cues.