Casino Service Host- Full time (Harrah's Atlantic City)

Caesars Entertainment; Atlantic City (NJ); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading entertainment company is seeking a customer service professional to enhance guest experiences in VIP areas. The role involves proactive guest engagement, issue resolution, and collaboration with various teams to ensure exceptional service. Candidates should possess strong interpersonal skills and a commitment to service excellence.

Qualifications

• Three to five years’ experience in casino/hotel or customer service.
• Luxury service experience preferred.

Responsibilities

• Proactively greet guests in VIP check-in and High Limit gaming spaces.
• Handles difficult guests and situations in a calm, professional manner.
• Identifies ways to increase efficiencies and improve services.

Skills

Interpersonal Skills

Problem Solving

Communication

Analytical Skills

Customer Service

Education

Three to five years’ experience in customer service

Job description

JOB SUMMARY:

Responsible for providing flawless customer service, passion for customer care, and a commitment to proactive service and recovery as necessary. Works to resolve customer issues using a rich set of tools which include real time customer data.

DIRECTLY SUPERVISES :

N/A

KEY JOB FUNCTIONS :

• Proactively greet guests in VIP check-in and High Limit gaming spaces (where assigned)
• Issues complementaries in accordance with established comping guidelines.
• Handles difficult guests and situations in a calm, professional and prudent manner.
• Maintains close ties with customers 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 VIP Check-in, Executive Host team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to deliver a superior customer experience.
• 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.
• 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.
• Stays up to date with the latest developments in both the local market and industry
• Must be knowledgeable of all happenings on property and in market
• Keeps track of existing products/services and/or progress on new initiatives.
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
• Complies with and upholds company expectations including Code of Commitment, 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 unsure.

EDUCATION and/or EXPERIENCE:

Three to five years’ experience casino/hotel, customer service, host or other account management experience (Luxury service experience preferred). Multilingual preferred.

QUALIFICATIONS:

• Excellent interpersonal, communication, problem solving, and analytical skills required.
• Must present well-groomed professional appearance.
• Ability to think independently in making decisions to maximize customer service experience and program profitability
• Ability to effectively manage time and perform multiple tasks simultaneously.
• 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 have excellent customer service skills
• Must be able to listen and respond to visual and aural cues.

CRITICAL COMPETENCIES

• Approachable: Spends the extra effort to put others at ease. An exceptional listener who is gracious, sensitive and patient.
• Initiative: Create and seize opportunities to win, even when faced with ambiguity. True passion for results.
• Interpersonal Savvy: Builds rapport quickly by listening, sharing, understanding and comforting.
• Outside In: Obsessed with exceeding customer expectations. Passionate about service improvements.
• Self-Assurance: Confident in ability to meet goals.
• Composure: cool 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 others.
• Planning Agility: sees ahead to prepare competitive strategies and plans; accurately scopes & plans tasks; sets clear goals and evaluates personal performance against results; anticipates future challenges and adjusts for roadblocks.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS

• Must be able to continuously maneuver around office.
• Must be able to move quickly around property.
• Must be able to bend, crouch, kneel, twist and work at a desk.
• Responds to visual and aural cues.
• Must be able to work independently and proven to be self-motivated.
• Must be able to speak, read, write and understand English.
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must be able to respond calmly and make rational decisions when handling guest’s needs.
• Must be able to tolerate areas containing second hand smoke.

WORK ENVIRONMENT :

Diverse, fast-paced, deadline driven, multi-project coordination, prioritizing and flexing to accommodate last minute requests and changes.

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 current 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).