VIP Guest Relations Specialist

2 weeks ago


Cleveland, Ohio, United States JACK Thistledown Racino LLC Full time
Job Overview

VIP Guest Relations Specialist:

The successful candidate will exhibit exceptional customer service abilities, a genuine enthusiasm for guest satisfaction, and a dedication to proactive service recovery when necessary. The VIP Hospitality team members will address customer concerns utilizing a comprehensive suite of tools, including real-time customer insights and alert systems. This role demands a collaborative approach to fulfill JACK's service commitment while being accountable for all service opportunities that may arise.

Key Responsibilities

  • Welcome guests at the venue and engage in social events and exclusive promotions.
  • Exercise sound judgment and make decisions aligned with established compensation and expense protocols.
  • Manage challenging guests and situations with composure, professionalism, and discretion.
  • Foster strong relationships with customers to build loyalty.
  • Anticipate, address, and consistently meet or exceed guest needs, including transportation and accommodation arrangements.
  • Ensure seamless collaboration with the Account Development team, New Business Team, and various departments (e.g., Credit, Gaming, Hotel, Food & Beverage, Transportation) to successfully deliver pre-trip itineraries.
  • Proactively identify and rectify service shortcomings; take immediate action to address service gaps and enhance player loyalty by utilizing compensation authority or making exceptions.
  • Adhere to all relevant rules, regulations, laws, and policies, maintaining the highest standards of integrity and honesty.
  • Identify opportunities to enhance efficiencies and improve products or services.
  • Effectively communicate programs and services to relevant stakeholders, seeking their support and keeping them informed of any changes that may affect the business.
  • Monitor existing products/services and track progress on new initiatives.
  • Stay informed about all developments on property and within the market.
  • Seek new customers based on criteria set by property leadership.
  • Remain updated on the latest trends in both the local market and the industry.
  • Comply with and uphold company standards, including the Code of Commitment, policies, procedures, industry regulations, departmental goals, and business strategies.
  • Provide consistent, courteous, timely, and accurate information and service to all guests, taking the initiative to find answers when uncertain.

Benefits of Joining JACK:

  • Comprehensive Medical, Prescription Drug, Dental, and Vision Coverage.
  • Life and Disability Insurance.
  • Complimentary Parking.
  • Generous Paid Time Off Plan.
  • Discounted Team Member Meals.
  • Education Assistance up to $3,600 annually.
  • 401(k) Savings Plan with Matching Contributions.
  • Strict Enforcement of Health and Safety Mandates.

Qualifications

  • Three to five years of experience in casino/hotel, customer service, hosting, or account management (Luxury service experience preferred).

Licensing Requirements

  • Must be eligible to obtain a gaming license from the appropriate regulatory authority.


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