Casino Sales Host (Harrah's Philadelphia)

Caesars Entertainment; Chester (Delaware County); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated individual to enhance guest satisfaction and drive revenue through exceptional service. In this dynamic role, you will be responsible for booking accommodations, resolving player issues, and promoting special events. You'll collaborate with various teams to ensure a seamless experience for guests, all while maintaining high standards of professionalism and courtesy. If you thrive in a fast-paced environment and have a passion for customer service, this opportunity offers a chance to make a significant impact in a vibrant setting. Join a team that values your contributions and fosters a culture of excellence.

Qualifications

• 3+ years in customer service or casino operations required.
• Outstanding communication and organization skills are essential.

Responsibilities

• Responsible for booking guest trip accommodations and resolving issues.
• Builds relationships with target guests to drive revenue and loyalty.

Skills

Communication Skills

Organization Skills

Customer Service Skills

Problem-Solving Skills

Education

Bachelor's degree in Business Administration

Bachelor's degree in Marketing

Tools

CMS

PCS

LMS

EMS

Job description

Essential Duties and Responsibilities:

PLAYER SATISFACTION:

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, Total Rewards program and/or direct mail programs.

REVENUE GENERATION:

Builds 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. Drives revenue and profits from target guests to achieve stated goals. Has Complimentary privileges within prescribed limits in accordance with the approved comp matrix. Complies with all state and local regulatory requirements. Represents the company at external functions and/or related functions, always maintaining a professional 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 (CMS, PCS, LMS, EMS and the like) 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 Harrah’s from the competition.

TEAMWORK & VALUES:

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 confidentiality 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 and FOCUS skills. Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next. Utilizes smiles and frequent eye contact and friendly tone of voice to project warmth and friendliness. Creates an atmosphere of luck and celebrates customer wins. Is ready to serve and well informed of daily facility hours of operation, promotional programs and any other relevant valuable guest information; builds relationships by greeting guests with a warm, friendly verbal greeting. Anticipates needs of the guest and provides fast, flawless service. Executes all service programs to assure prioritization of service to very best guests. Checks for satisfaction and properly uses the Service Recovery process to resolve problems when they exist. Promotes Total Rewards programs and Total Rewards registration and membership. Provides a warm farewell and thanks guests for visiting. Promotes Harrah’s and always projects Harrah’s in a positive light to guests.

Requirements:

Bachelor’s degree in Business Administration, Marketing or equivalent required. 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 PC skills. Must meet all relevant regulatory requirements. Agrees to sign non-disclosure agreement and pass drug test contingent upon job offer. Will be required to sign a non-compete agreement. 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 decisions when handling customer needs and concerns. Must be able to work in areas containing second hand smoke. 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. Able to change schedule with short notice. Must be able to obtain and maintain the appropriate license through the Pennsylvania Gaming Control Board.

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

Caesars Entertainment, Inc. is an Equal Opportunity Employer. In Compliance with the American with Disabilities Act, Caesars may provide reasonable accommodation to qualified individuals and encourage both prospective and current employees to discuss potential accommodation with the employer.