Job Description

This candidate will report to the Executive Casino Host Manager and is responsible for building relationships with target guests through the flawless execution of the VIP contact strategy. Ensures proactive and ongoing communications with target guests through outbound phone, face to face meetings, emails and letters. Sells and promotes to guests all pertinent offers, property amenities, special events and promotions that may result in a visit to the property.

Responsibilities

• Responsible for flawlessly booking all guest trip accommodations i.e. special event reservations, restaurant reservations, shows, hotel, transportation, special amenities, etc...
• Handles and resolves player problems or service issues that may arise from time to time
• Maintain goodwill with all guests
• Ensures guests are aware of all property special events and promotions, and supports execution of special events and promotions through attendance
• Continuously serves as a customer listening post, ensuring that all customer feedback is properly recorded and forwarded to the appropriate manager to ensure that all service and marketing programs are functioning as designed
• Actively seeks out target players while customer is on property and takes appropriate steps to ensure that new or infrequent guests are properly introduced to our product, Caesars Rewards program and/or direct mail programs
• Drives revenue and profits from target guests to achieve stated goals
• Provides complimentary services to target guests in accordance with established and approved guidelines
• Complies with all state and local regulatory requirements
• Represents the company at external functions and/or related functions, always maintaining a profession demeanor
• Flawlessly plans, schedules and makes arrangements for targeted guests on cross-brand or cross-property trips
• Leverages property amenities/marketing programs to targeted players to drive loyalty and annual revenue
• Uses all systems including, but not limited to, CMS, LMS, SMART and EMS, for the purpose of tracking complimentary items, guest contacts and event reservations
• Maintains a clear understanding of the program's performance against stated and approved goals and seeks support from their manager on tactics on how to correct any downward turns in business. Maintains a very comprehensive understanding of the competitive environment within our market and can promote and explain the service/marketing elements that differentiate Horseshoe from the competition
• Collaborates with work-group and all support departments to ensure player satisfaction
• Communicates all relevant information to co-workers and management to maintain consistency and avoid potential problems
• Works with team members to achieve common goals
• Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances
• Maintains confidentially of all player accounts and/or property/company proprietary information
• Maintains security and confidentiality of files records and lists, and adheres to all gaming board regulations and all property internal controls.
• Consistently demonstrates superior customer service skills to external and internal guests by displaying Spotlight on Success behaviors
• Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next
• Promotes Caesars Rewards programs and Caesars Rewards registration and membership

Qualifications

• B.A. in related field or equivalent work experience
• Outstanding communication and organization skills required
• Undergoes pre-employment screening and selection process
• Must pass training tests or sessions required to execute job responsibilities
• Must have a minimum of three (3) years in a supervisory capacity with customer related service or three (3) years experience in Casino Operations, Casino Marketing, Player Development or industry sales experience with assigned accounts and service standards
• Must have computer skills
• Must meet all relevant regulatory requirements
• Will be required to sign a non-compete agreement
• Agrees to sign non-disclosure agreement upon job offer
• Must be able to speak, read, write and understand English
• Must be able to work independently with minimal supervision
• Must be able to respond calmly and make rational decision when handling customer needs and concerns
• Must be able to work in a noisy environment
• Must be available to work a flexible schedule
• Must have physical ability to walk 5+ miles during work day
• Must be able to work long hours on telemarketing calls
• Must be able to change schedule with short notice
• Excellent communication skills, both verbal and written
• Strong proficiency in Microsoft Office applications
• Good organizational skills and attention to detail
• Ability to make rational, clear decisions, act quickly and solve problems in a timely manner
• Effective Networking skills
• Base Salary $60,000
• Bi-Weekly Pay Dates
• PTO, 401(k), Medical, Dental, Vision, Life & Disability Insurance
• Incentive Bonus Program