HCVR VIP Host (Full Time; Swing Shift)

Job DescriptionHarrah's Cherokee Valley River Casino & Hotel Position DescriptionPOSITION TITLE:VIP HostDEPARTMENT:Casino MarketingGRADE/FLSA STATUS:H14 - Non-Exempt-Incentive Bonus EligibleBADGE TYPE/COLOR:Key--BlueREPORTS TO:Manager, Casino MarketingSUPERVISES:N/AJOB SUMMARY:The primary role of the VIP Host will be to manage all aspects of a customer journey while on property, simultaneously coordinating with account development team members on pre- and post-trip planning. The VIP Host will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service.JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and ValuesGreet guests in the casino and participates in social events and special promotionsUse sound judgment and makes decisions in accordance with established comp and expense guidelinesFully empowered with comp authorityHandle difficult guests and situations in a calm, professional and prudent mannerMaintain close ties with customers to engender loyaltyAnticipate, respond to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangementsSeamless coordination with Account Development team, and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to create successful delivery of pre-trip itineraryIdentify and resolve service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptionsComplies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honestyIdentify ways to increase efficiencies and to improve products or servicesCommunicate programs/services to necessary people, seek their support and keep them informed of changes that may impact the businessTrack existing products/services and/or progress on new initiativesKnowledgeable of all happenings on property and in marketFind new customers based on criteria established by property leadershipStay up to date with the latest developments in both the local market and industryComply with and uphold company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategyGive consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsureAdhere to regulatory, departmental and company policies/procedures in an ethical mannerMINIMUM QUALIFICATIONS:High school diploma or GED requiredBS/BA from an accredited educational institution preferredThree years of customer service experience required (experience in luxury brands, casino/hotel, customer service, host or other account management experience preferred)Must demonstrate the following essential knowledge and skills:Ability to effectively manage time and perform multiple tasks simultaneouslyProficient with customer Point-of-Service systemsProficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and OutlookExcellent interpersonal and problem solving skillsExcellent customer service skillsSystematic and process oriented mindset to ensure seamless end-to-end customer experiencesExcellent networking abilitiesExcellent oral and written communication skillsCreate and seize opportunities to win, even when faced with ambiguityBuild rapport quickly by listening, sharing, understanding and comfortingCool under pressure; doesn't show frustration or become defensive when faced with challenging or stressful situations; not knocked off balance by the unexpected; a settling influence with othersPrepare competitive strategies and plans; scope & plan tasks; set clear goals and evaluate personal performance against results; anticipate future challenges and adjust for roadblocksNeat, professional appearance with excellent personal hygienePHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:Must be able to stoop, bend, reach, kneel, twist, grip itemsMust be able to read, write, speak and understand EnglishMust be able to respond to visual and aural cuesMust be able to work in small, shared office spaceMust lift up to 25 pounds and carry 5 poundsMust be able to operate in stressful situationsMust be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including second hand smokeMust be able to work a flexible schedule including weekends, evenings and holidaysThis is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah's Cherokee Valley River Casino & Hotel reserves the right to make changes in the above job description whenever necessary. 6.15.17About UsProud to have opened our doors in September 2015.Located approximately one hour west of Harrah's Cherokee Casino Resort in Murphy, NC. We're about two hours from Knoxville, Chattanooga, and downtown Atlanta.Distinguished by our seven-story Hotel Tower, offering 300 guest rooms and 27 deluxe rooms.Made to entertain with 70 table games, including blackjack, roulette, craps, and 1,100 slot machines.