VIP Casino Host

3 weeks ago

Chester, Pennsylvania, United States Caesars Entertainment Full time
Job Description

As a VIP Casino Host at Caesars Entertainment, you will be responsible for delivering exceptional customer service to our valued guests. Your primary role will be to manage all aspects of the customer journey, from pre-trip planning to post-trip follow-up. You will work closely with the account development team to ensure seamless coordination and delivery of pre-trip itineraries.

Key Responsibilities:
  • 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 to issue comps in accordance with the approved comp matrix
  • 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 transportation and accommodation arrangements
  • Seamless coordination with Account Development team, New Business Team, and employees throughout the property to create successful delivery of pre-trip itinerary
  • Proactively identifies and resolves service failures, taking immediate action to resolve service gaps and cement player loyalty and intent to return
  • Fully complies with all applicable rules, regulations, laws, and policies, and conducts themselves with the highest levels of integrity and honesty
  • Identifies ways to increase efficiencies and 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
  • Must be knowledgeable of all happenings on property and in the market
  • Finds new customers based on criteria established by property leadership
  • 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
  • Has Complimentary privileges within prescribed limits in accordance with the approved comp matrix
Requirements:

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

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.

Must present well-groomed professional appearance. Must be able to listen and respond to visual and aural cues. Multilingual preferred.

Is able to work in a smoke-filled environment and is able to sit and stand for prolonged periods of time.

Must be able to obtain and maintain the appropriate license through the Pennsylvania Gaming Control Board.

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