Hospitality Host

Mohegan Tribal Gaming Authority - Mohegan Sun; Mohegan (CT); On-site; USD 42,000 - 62,000; Full time

Job summary

Mohegan Sun is seeking a Guest Services Associate to monitor VIP Lounges, greet guests, and handle access control with a friendly, professional demeanor.

You will record lounge entries, resolve guest issues, and guide guests to Executive Hosts or Player Development as appropriate. The role includes promoting comps and events while maintaining confidentiality of guest information.

Qualifications

• High School Diploma or equivalent required.
• 1 year of experience in a high-volume casino, hospitality, or customer-service role.

Responsibilities

• Greets guests entering the VIP Lounges in a positive, friendly manner.
• Obtains photo ID for lounge access requests.
• Records lounge access per policies and procedures.
• Resolves guest issues to ensure satisfaction.
• Explains Players Club and reissues cards for existing accounts.
• Refers guests to Executive Host or Player Development as needed.
• Offers comps and event tickets, upsells per department policies.

Skills

Customer service

Communication

Relationship building

Time management

Education

High School Diploma or equivalent

Tools

ACSC

SharePoint

FPR

CRM systems

Job description

JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIESIF YOU ARE AN EXISTING TEAM MEMBER, PLEASE CLICK THE FOLLOWING LINK TO BE TAKEN TO THE INTERNAL CAREER SITE: MOHEGAN INTERNAL CAREER SITEPosition Summary:This position is responsible for monitoring access to the VIP Lounges, handling service issues on the gaming floor, responding to inbound host calls and creating a friendly, positive and welcoming environment for our guests.Primary Duties and Responsibilities: includes but not limited to:Greets guests entering the lounges in a positive and friendly mannerObtains photo identification for all members requesting access to the VIP LoungesRecords all guests accessing the lounges according to department policies and proceduresEnsures guest satisfaction by interacting with them and resolving any issuesRemains visible on the casino floor, including high-limit areas and loungesCreates Players Club accounts for new members, explains the program, verifies that account information is correct and reissues cards for existing accountsRefers guests to appropriate Executive Host or to Player DevelopmentOffers comps and event tickets to qualified customers, offers alternatives and up-sells the property according to department policies and proceduresSupports all Mohegan Sun marketing effortsSecondary Duties and Responsibilities:Communicates guest feedback with managementMaintains and respects confidentiality of marketing programs, guest and employee information and databasesTakes ownership of guest requests and seeks assistance if outside the scope of positionAssists with maintaining the overall condition of the VIP Lounges by reporting any damage or needed repairs to managementMaintains an awareness of suspicious activity, intoxicated or underage guestsMinimum Education and Qualifications:High School Diploma or equivalentOne year of experience in a high volume casino, hospitality environment or previous customer service experienceCompetencies: Incumbent will master the following competencies while in this position:Strong written and verbal communication skillsExcellent organizational, time management and relationship building skillsGood negotiation and reasoning skillsAbility to multi-task and adhere to deadlinesMust be capable of interacting with the public in a highly professional mannerAbility to make sound judgment calls relating to employees and guestsTraining Requirements:Knowledge of Mohegan Sun corporate and department policies and proceduresWorking knowledge of ACSC, SharePoint, FPR and other applicable systemsKnowledge of comping and rating guidelinesKnowledge of the Mohegan Sun property and all its offeringsSMART alcohol awarenessPhysical Demands and Work Environment:Must be able to work in a casino environment with smoke, loud noises and low lightingAbility to sit, stand and walk for extended periods of timeMust be able to sit in front of a computer screen for extended periods of timeMust be able to work various shifts and flexible hoursThis is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Mohegan Sun reserves the right to make changes in the above job description whenever necessary.Work Shift:RegularKnock, knock. Hear that sound? That's opportunity!.Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.