VIP Guest Experience Manager
6 days ago
We are seeking an experienced Executive Host I to join our team at JACK Entertainment. As a key member of our team, you will be responsible for building and maintaining relationships with VIP guests through personal contact by phone and in person. Your primary goal will be to increase business and gain loyalty by anticipating, responding to, and consistently meeting or exceeding the needs of guests. You will work closely with the Casino Marketing teams and employees throughout the property to create successful delivery of pre-trip itineraries. This role requires a high level of professionalism, excellent communication skills, and the ability to work effectively in a fast-paced environment. If you're a results-driven individual with a passion for delivering exceptional guest experiences, we encourage you to apply.
Responsibilities:
- Clearly communicate programs/services to necessary people, seek their support, and keep them informed of changes that may impact the business
- Effectively deliver required sales targets
- Maintain relationships with VIP guests through personal contact by phone and in person with the ultimate goal of increasing business and gaining loyalty
- Anticipate, respond to, and consistently meet or exceed the needs of internal clients
- Support and cultivate new ideas and methods to deliver business solutions
- Identify ways to increase efficiencies or improve product or service
- Comply with and uphold company expectations including Code of Commitment, policies, procedures, industry regulations, department goals, and business strategy
- Give consistent, timely, and accurate information and find answers when unsure
- Work effectively as a collaborative team player
- Plan and create events and community opportunities to drive awareness and greet potential customers
- Proactively greet guests on the casino floor and participate in promotional events
- Use sound judgment and make decisions in accordance with established comp and expense guidelines
- Fully empowered with comp authority
- Handle difficult guests and situations in a calm, professional, and prudent manner
- Maintain relationships with VIP guests through personal contact by phone and in person with the ultimate goal of increasing business and gaining loyalty
- Anticipate, respond to, and consistently meet or exceed the needs of guests including transportation and accommodation arrangements
- Seamless coordination with the Casino Marketing teams as well as employees throughout the property to create successful delivery of pre-trip itinerary
- Must be knowledgeable of all events/promotions/etc. on property and in market
- Stay up to date with the latest developments in both the local market and industry
Requirements:
- Excellent customer service skills
- One or more years' experience in casino/hotel, customer service, host, or other account management experience (or comparable experience)
- Ability to think independently in making real-time decisions to maximize customer service experience and program profitability
- Ability to effectively manage time and perform multiple tasks simultaneously
- Proficiency with customer point-of-service systems
- Excellent interpersonal, communication, problem-solving, and analytical skills
- Systematic and process-oriented mindset to ensure seamless end-to-end customer experiences
- Strong attention to detail with both trip logistics and customers
- Present well-groomed professional appearance
- Multilingualism preferred but not required
- Must be 21 years of age
- Must be able to obtain and maintain an Ohio Casino Control Commission Gaming Occupational License
Salary:
$65,000 - $85,000 per year, depending on experience
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