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Company: Hard Rock International
Location: Cincinnati
Posted on: August 7, 2022

Job Description:

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.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 unsureMust 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 & AbilitiesAbility 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.Ability to obtain a Gaming Occupational License within the State of Ohio

Keywords: Hard Rock International, Cincinnati , HOST - VIP SALES, Sales , Cincinnati, Ohio

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