Executive Casino Host

Caesars Entertainment; Baltimore (MD); On-site; USD 55,000 - 85,000; Full time

Job summary

Caesars Entertainment in Baltimore seeks a seasoned guest services supervisor to coordinate travel and entertainment arrangements, foster guest satisfaction, and promote property events.

You will manage relationships with guests, engage in community initiatives, ensure compliance with gaming regulations, and lead teams to deliver exceptional service.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum of three years in a supervisory or leadership role within a customer service environment, or related casino/ hospitality experience.
• Excellent communication, interpersonal, and organizational skills.
• Proficiency with Microsoft Office applications.

Responsibilities

• Coordinate and flawlessly book guest travel and entertainment accommodations, including special event reservations, restaurant reservations, hotel stays, transportation, shows, and special amenities.
• Foster and maintain positive relationships with guests to ensure exceptional service and guest satisfaction.
• Promote property events, programs, and promotions, ensuring guests are informed and engaged; support the successful execution of events through active participation and attendance.
• Serve as a customer feedback ambassador by listening to guests, documenting concerns, and communicating feedback to leadership to enhance service and marketing initiatives.
• Identify and engage target players while on property and introduce guests to the Caesars Rewards program and direct marketing offers.
• Maintain relationships with community leaders and organizations through active involvement and representation within the local community.

Skills

Customer service

Supervisory experience

Communication

English fluency

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

• Coordinate and flawlessly book all guest travel and entertainment accommodations, including special event reservations, restaurant reservations, hotel stays, transportation, shows, and special amenities.
• Foster and maintain positive relationships with guests to ensure exceptional service and guest satisfaction.
• Promote property events, programs, and promotions, ensuring guests are informed and engaged; support the successful execution of events through active participation and attendance.
• Serve as a customer feedback ambassador by actively listening to guests, documenting concerns and suggestions, and communicating feedback to the appropriate leaders to enhance service and marketing initiatives.
• Identify and engage target players while on property, ensuring new and infrequent guests are introduced to the property's amenities, Caesars Rewards program, and direct marketing offers.
• Build and maintain relationships with community leaders and organizations through active involvement and representation within the local community.
• Drive guest loyalty, revenue, and profitability by developing and maintaining strong relationships with targeted guests.
• Issue complimentary services and amenities to qualified guests in accordance with established policies and approved guidelines.
• Comply with all applicable federal, state, local, and gaming regulatory requirements.
• Represent the company at internal and external events while maintaining the highest level of professionalism and integrity.
• Coordinate and execute travel arrangements for targeted guests participating in cross-property or cross-brand visits and experiences.
• Leverage property amenities, promotions, and marketing programs to enhance guest loyalty and increase annual revenue.
• Utilize company systems, including but not limited to CMS, LMS, SMART, and EMS, to accurately track guest contacts, complimentary items, event reservations, and related activities.
• Maintain a comprehensive understanding of performance goals and business results, proactively collaborating with management to address performance challenges and capitalize on growth opportunities.
• Develop and maintain a strong understanding of the competitive market and effectively communicate the unique service and marketing advantages that distinguish Horseshoe from competitors.
• Collaborate with team members and support departments to ensure a seamless and satisfying guest experience.
• Communicate relevant guest and operational information effectively to management and colleagues to ensure consistency and prevent service issues.
• Partner with team members to achieve departmental objectives and organizational goals.
• Uphold the highest standards of courtesy, professionalism, discretion, and confidentiality in all guest interactions and communications.
• Protect the confidentiality of all guest accounts, financial information, and proprietary company information.
• Maintain the security and confidentiality of files, records, and lists while adhering to all gaming regulations and internal controls.
• Consistently deliver exceptional customer service to internal and external guests by demonstrating Caesars Entertainment's Spotlight on Success behaviors.
• Maintain a positive, professional, and enthusiastic attitude that promotes a welcoming guest experience.
• Promote Caesars Rewards membership enrollment and encourage guest participation in loyalty programs.
• Perform all other duties as assigned.

JOB DESCRIPTION

• Coordinate and flawlessly book all guest travel and entertainment accommodations, including special event reservations, restaurant reservations, hotel stays, transportation, shows, and special amenities.
• Foster and maintain positive relationships with guests to ensure exceptional service and guest satisfaction.
• Promote property events, programs, and promotions, ensuring guests are informed and engaged; support the successful execution of events through active participation and attendance.
• Serve as a customer feedback ambassador by actively listening to guests, documenting concerns and suggestions, and communicating feedback to the appropriate leaders to enhance service and marketing initiatives.
• Identify and engage target players while on property, ensuring new and infrequent guests are introduced to the property's amenities, Caesars Rewards program, and direct marketing offers.
• Build and maintain relationships with community leaders and organizations through active involvement and representation within the local community.
• Drive guest loyalty, revenue, and profitability by developing and maintaining strong relationships with targeted guests.
• Issue complimentary services and amenities to qualified guests in accordance with established policies and approved guidelines.
• Comply with all applicable federal, state, local, and gaming regulatory requirements.
• Represent the company at internal and external events while maintaining the highest level of professionalism and integrity.
• Coordinate and execute travel arrangements for targeted guests participating in cross-property or cross-brand visits and experiences.
• Leverage property amenities, promotions, and marketing programs to enhance guest loyalty and increase annual revenue.
• Utilize company systems, including but not limited to CMS, LMS, SMART, and EMS, to accurately track guest contacts, complimentary items, event reservations, and related activities.
• Maintain a comprehensive understanding of performance goals and business results, proactively collaborating with management to address performance challenges and capitalize on growth opportunities.
• Develop and maintain a strong understanding of the competitive market and effectively communicate the unique service and marketing advantages that distinguish Horseshoe from competitors.
• Collaborate with team members and support departments to ensure a seamless and satisfying guest experience.
• Communicate relevant guest and operational information effectively to management and colleagues to ensure consistency and prevent service issues.
• Partner with team members to achieve departmental objectives and organizational goals.
• Uphold the highest standards of courtesy, professionalism, discretion, and confidentiality in all guest interactions and communications.
• Protect the confidentiality of all guest accounts, financial information, and proprietary company information.
• Maintain the security and confidentiality of files, records, and lists while adhering to all gaming regulations and internal controls.
• Consistently deliver exceptional customer service to internal and external guests by demonstrating Caesars Entertainment's Spotlight on Success behaviors.
• Maintain a positive, professional, and enthusiastic attitude that promotes a welcoming guest experience.
• Promote Caesars Rewards membership enrollment and encourage guest participation in loyalty programs.
• Perform all other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in a related field or an equivalent combination of education and relevant work experience.
• Minimum of three (3) years of experience in a supervisory role within a customer service environment, or three (3) years of experience in Casino Operations, Casino Marketing, Player Development, or sales with assigned accounts and established service standards.
• Exceptional communication, interpersonal, and organizational skills.
• Strong computer proficiency, including experience with Microsoft Office applications.
• Successful completion of all pre-employment screening and selection requirements.
• Ability to successfully complete all required training programs, certifications, and assessments.
• Must meet and maintain all applicable gaming, regulatory, and licensing requirements.
• Must be willing to sign a Non-Disclosure Agreement (NDA) and any other required employment agreements.
• Ability to speak, read, write, and understand English fluently.
• Ability to work independently with minimal supervision while maintaining a high level of accountability.
• Demonstrated ability to remain calm under pressure and make sound decisions when resolving guest concerns and service-related issues.
• Ability to work effectively in a fast-paced, high-energy, and occasionally noisy environment.
• Must be available to work a flexible schedule, including nights, weekends, holidays, and special events as needed.
• Ability to walk or stand for extended periods, including walking up to five (5) miles during a workday.
• Ability to conduct outbound guest outreach and telemarketing calls for extended periods.
• Flexibility to adjust work schedules with limited notice based on business needs.

Qualifications

• Fluent in English, both written and verbal.
• Excellent verbal and written communication skills.
• Strong proficiency with Microsoft Office Suite and related business applications.
• Strong organizational skills with exceptional attention to detail and accuracy.
• Proven ability to analyze situations, make sound decisions, act decisively, and solve problems in a timely manner.
• Effective networking, relationship-building, and guest engagement skills.
• Ability to establish and maintain positive relationships with guests, colleagues, community partners, and business contacts.
• Strong commitment to professionalism, confidentiality, and exceptional customer service.