HOST - VIP SALES
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
Click
here to apply!
|