VIP Host

2 months ago

Alpine, United States Viejas Casino Full time
Job Description

GENERAL SUMMARY

The VIP Host provides Gold Tier guests with a world class gaming experience by greeting and attending to the requirements of the players and building strong relationships with guests through specialized, personalized and preferential guest service, to establish and maintain a relationship that influences incremental trips and spend at Viejas.

CORE SCOPE OF POSITION
  • Works at the myViejas desks, High Limit Host station, and other VIP contact points, and spends time on the casino floor, to greet and provide support to the VIP players ensuring quality guest service in accordance with company's established operational/marketing strategies.
  • Builds strong relationships with guests through specialized, personalized and preferential guest services.
  • Makes bookings, reservations and other requests for guests on and off property and calls for shuttle, taxi, hotel reservations, etc.
  • Attains personalized VIP guest information to assist the Player Development staff in guest service.
  • Actively seeks guests that are not in the myViejas Club utilizing strong sales ability to solicit the myViejas Club rewards and sign up new members.
  • Energetically encourages guests to sign-up for myViejas Club cards while they are playing on the casino floor utilizing preferred selling techniques.
  • Explains the myViejas Club in detail to all guests, including the benefits and function of the club card and how points are earned. Inputs and retrieves guest account information on the computer system accurately and expediently.
  • Provides guests with accurate redemption information and issues appropriate voucher redemption.
  • Communicates with myViejas Club Supervisor, Player Development Team, or other manager to assist with problem resolution regarding player's account, point discrepancies, service recovery or other.
  • Maintains confidentiality of all players' information.
  • Demonstrates a complete understanding of all slot and table games and the myViejas Club Rewards program.
  • Works closely with casino and slot personnel to determine VIP guests and cater to them.
  • Uses sales techniques to identify and cultivate relationships with Viejas players who have myViejas Club cards but not hosted and players without myViejas Club cards
  • Develops guest contacts using referrals and pursuing leads as defined by management.
  • Generates revenue through development of accounts and utilizing current player database.
  • Actively develops and maintains guest loyalty and incremental visitation through personal contact such as telephone contact, on-property hosting, off-property entertaining, telemarketing, direct mail, and email using available services and promotional opportunities.
  • Makes appropriate decisions regarding complimentary by evaluating the gaming activity of individual players such as recorded play, earned points, comp availability, and guest profitability.
  • Devotes significant time being visible and available on the casino floor in order to meet and greet guests during individual visits as well as during special events.
  • Keeps current with all promotions and events in the casino, restaurants, hotels, outlet centers, and Viejas Enterprises.
  • Follows company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.
  • Follows Viejas gust service standards while performing job duties.
  • Ensures that a clean, safe, hazard-free work environment is maintained.
  • Performs all other duties as assigned.
STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to - and upholding ofthese standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work

INTERACTION
  • Interacts with internal/external guests and peer groups.
SUPERVISION
  • Does not provide supervision to others.
Required Skills

KNOWLEDGE AND SKILLS
  • Strong guest service skills.
  • Must be able to use a Player Tracking System to review guest accounts for gaming activity, promotions, redemption of promotions and coupons.
  • Knowledge of Microsoft Office.
  • Detail-oriented, organized, self-motivated, and values teamwork.
  • Strong communication skills, both verbally and in written form.
  • Ability to multi-task and work in a fast-paced environment.
  • Must be able to work
Required Experience

EDUCATION/CERTIFICATION
  • High school diploma or general education degree (GED) required.
EXPERIENCE
  • 1 to 3 years of related experience and/or training.
  • Guest service experience preferred.