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Hospitality Ambassador

4 weeks ago

Bay St Louis, United States Hollywood Casino Gulf Coast Full time
Job Title: Hospitality Host

We are seeking a highly skilled and enthusiastic Hospitality Host to join our team at Hollywood Casino Gulf Coast. As a key member of our team, you will be responsible for providing exceptional customer service and building strong relationships with our guests.

Key Responsibilities:
  • Assist in resolving guest opportunities, conflicts, and complaints in a fair and equitable manner.
  • Develop relationships with players to grow customer base and increase company revenues by ensuring customer retention and repeat business.
  • Attract and manage customers through weekly telemarketing and in-person contact on the casino floor, exercising discretion to provide guests with hospitality arrangements, including rooms, food, and beverages.
  • Proactively seek out new business on the casino floor, introducing the benefits of and soliciting enrollment for the player rewards program.
  • Highly knowledgeable of credit procedures, encouraging the use of credit and extending lines of credit when appropriate and permissible by state regulatory law.
  • Devote significant time to being visible and available on the casino floor to meet and greet guests during individual visits, as well as during special events.
  • Makes decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability, and customer profitability.
  • Utilize telemarketing, correspondence, referrals, email, and events to solicit and grow existing business.
  • Achieve departmental sales and growth goals.
  • Develop in-house invitation lists for special events and other significant hosting events.
  • Enthusiastically support, actively promote, and demonstrate superior customer service in accordance with departmental and company standards and programs.
  • Attend and aid in the coordination of special events.
  • Exhibit a friendly, helpful, and courteous manner when dealing with customers of fellow hosts.
  • Utilize Salesforce (CMS) tracking for all player contacts, profile preferences, and tasks.
  • Complete all Salesforce task requirements in a timely manner; review all monthly metrics with manager and set quarterly goals.
  • Develop and maintain technical skills to maximize use of patron data systems.
  • Establish a direct line of communication with all service departments for the purpose of caring for a variety of levels of players.
  • Monitor patron activity and profitability of all assigned players.
  • Maintain the confidentiality of player information, including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
  • Provide assistance at special events as needed.
  • Provide professional representation on behalf of the company at internal and external meetings and events.
  • Ensure interactions with internal and external guests follow the guidelines of the customer service program.
  • Adhere to all Corporate and local policies, procedures, and operating guidelines.
  • Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management.
  • Maintain strict confidentiality in all company matters.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual who is passionate about delivering exceptional guest experiences, we encourage you to apply for this exciting opportunity.