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Host - VIP Sales

Company: Hard Rock Hotels and Casinos
Location: Cincinnati
Posted on: June 12, 2021

Job Description:

Overview

As a member of the Casino Marketing Team, your foremost role will be to manage all aspects of a guest journey while on property, simultaneously coordinating with account development team members on pre- and post-trip planning. The VIP Sales Host will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service. Candidates should have sharply honed interpersonal skills; inspire confidence and exude authenticity with regard to both guest and team interactions.

The ideal candidate for this position will possess inherent guest service skills and a commitment to proactive service and recovery as necessary. Members of the Casino Marketing Team will work to resolve guest issues using a rich set of tools which include real time customer data and alert systems. Members of this team will operate in a highly collaborative way and will deliver on the Hard Rock values, while being held accountable for all service opportunities that may arise.

Responsibilities

  • Executes phone calls daily to help drive a targeted segment of guests to the property. 80% of the role will be phone sales. Team Members will be required to meet call goals set by Management.
  • Proactively greets guests on the casino floor and participates in social events and special promotions when asked by Management.
  • Uses sound judgment and makes decisions in accordance with established comp and expense guidelines. This role will assist at the Wild Card Club and Promotions when asked by Management.
  • This role will assist the Executive Host Team with the following task but not limited to: booking hotel rooms, securing amenities for high-worth guests, confirmation calls and other duties as assigned by Management.
  • Handles difficult guests and situations in a calm, professional and prudent manner.
  • Maintains close ties with guests to engender loyalty.
  • Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements.
  • Seamless coordination with the Casino Marketing teams (Player Development, Account Development and Inside Sales) as well as team members throughout property (e.g. Check Cashing, Gaming, Food & Beverage, Transportation) 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 by using comp authority or making exceptions.
  • Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
  • Identifies ways to increase efficiencies and to 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 events/promotions/etc. on property and in market.
  • Stays up to date with the latest developments in both the local market and industry.
  • Complies with and upholds company expectations including 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.

Qualifications

  • Must have excellent guest service skills.
  • One or more years' experience casino/hotel, customer service, host or other account management experience (or comparable experience).

Knowledge, Skills & Abilities

  • 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.
  • 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 present well-groomed professional appearance.

Options

Keywords: Hard Rock Hotels and Casinos, Cincinnati , Host - VIP Sales, Other , Cincinnati, Ohio

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