VIP HOST - 24 hours per week

Cash & ACE Casinos; Calgary; On-site; CAD 35,000 - 65,000; Full time

Job summary

An established industry player is seeking a dedicated VIP Host to ensure an exceptional experience for our valued guests. This role involves building personal relationships with VIPs, anticipating their needs, and providing top-notch service. The ideal candidate will have a passion for hospitality, a keen understanding of guest preferences, and the ability to work under pressure. Join a dynamic team where your contributions will directly impact guest satisfaction and loyalty in a fast-paced casino environment. If you thrive in a vibrant atmosphere and are committed to excellence, this opportunity is perfect for you.

Qualifications

• 2+ years of F&B experience preferred, with VIP interaction considered an asset.
• AGLC certifications required for compliance.

Responsibilities

• Provide exceptional service to VIP guests, learning their preferences.
• Resolve service challenges and enhance guest experiences.
• Maintain relationships with patrons to encourage loyalty.

Skills

Teamwork

Guest Service

Calm Under Pressure

Attention to Detail

Knowledge of AGLC Regulations

Education

2 years of Food & Beverage experience

Experience with VIP guests

AGLC certifications (Proserve, Reel Facts)

Job description

Job Overview:

The VIP Host under the direction of the Regional General Manager – Slots will be responsible for looking after our VIP Slots guests and ensuring that all their needs are met. The VIP Host will provide superior service to our VIPs, knowing guests by their names, likes and dislikes, dining and entertainment, and favorite games. The VIP Host will be responsible for maintaining repeat business from the current list of VIP guests as well as recruiting new guests to the casino.

Responsibilities and Duties:

1. Greets all guests and learns their names.
2. Ensures that all VIP customers have an experience that goes above and beyond expectation, by anticipating needs.
3. Works with Slots Manager to determine patron comp levels (based on average wagers and buy-ins).
4. Establishes and develops deeper relationships with regular patrons over time, learning specific information about them individually, and adds this information to the master VIP database.
5. Uses these developing relationships to encourage player loyalty.
6. Learns and adapts to customer traits and behaviors to engage, socialize, and give a more personalized 1 on 1 experience.
7. Works with Games Manager to arrange logistics for VIPs who come from another jurisdiction based on company comp levels (including hotel rooms, car rentals, and dining reservations).
8. Identifies service challenges and acts immediately to resolve, then informs the appropriate department to ensure steps are taken to mitigate future challenges.
9. Increases efficiencies and identifies ways to improve guest experiences. Informs appropriate department of identified opportunities.
10. Stays current on all marketing events and networking opportunities in the market.
11. Stays current with all competitor promotions and informs the Games Managers regularly.
12. Regularly visits competitor casinos and observes shared players, identifying any efficiencies or ideas that could benefit our operation, while conducting yourself in a professional manner.
13. Understands that this position requires quick response times to both players directly reaching out with questions/concerns or for service, and helps to coordinate with other VIP Hosts or management to ensure the needs of our guests are met.
14. Informs Slots manager when slots attendant errors are unnoticed by pit staff but does so in a discreet manner so as not to disrupt play or damage your own relationship with your players.
15. Maintains and ensures all required licenses are up to date with AGLC for Tables and Slots.
16. Serves guests and ensures they receive all drinks and food in an efficient and timely manner.
17. Other duties as assigned.

Education and Experience:

1. A minimum of 2 years of F&B experience is preferred.
2. Experience interacting with VIP guests is considered an asset.
3. AGLC certifications of Proserve and Reel Facts.

Skills and Abilities:

1. Ability to work cohesively as part of a team.
2. Ability to focus attention on guest needs, always remaining calm and courteous.
3. Highly responsible and reliable.
4. Follows all safety and sanitation policies when handling food and beverage.
5. Consistently offers professional, friendly, and engaging service.
6. Assists guests regarding menu items in an informative and helpful way.
7. Follows outlet policies, procedures, and service standards.
8. Has full knowledge of beverage lists and promotions.
9. Has full knowledge of all menu items, garnishes, contents, and preparation methods.
10. Maintains a professional demeanor and ability to approach situations in a tactful manner.
11. Ability to work calmly under pressure and treat others with respect regardless of their status or position.
12. A passion for providing excellent service and full alignment with the organization’s vision.

Job Requirements:

1. Ready and willing to work a flexible schedule, including graveyards, weekends, and holidays. The hours of work will be based on operational needs.
2. Knowledge of AGLC Terms & Conditions and Operating Guidelines.
3. Knowledge and ability to clearly explain operating house rules to guests and employees.

Work Conditions and Physical Requirements:

1. Walk/stand – Must be able to walk/stand throughout much of the shift throughout all outlets of the Casino.
2. Talk/hear – must be able to detect, determine, identify, observe, inspect, and assess. This position frequently communicates with guests and employees throughout the entirety of the shift. Must be able to exchange accurate information and professionalism in these situations.
3. Occasional kneeling, pushing, and pulling.
4. Occasional ascending or descending ladders, stairs, and ramps.
5. Frequent lifting and carrying up to 50 lbs.
6. Works in an indoor, fast-paced environment.
7. Advanced attention to detail.
8. Ability to work under pressure.