Hospitality Host

Mohegan Pennsylvania; Northern (KY); Hybrid; USD 32,000 - 45,000; Full time

Job summary

Mohegan Sun is seeking a Guest Services Host for the VIP lounges. This role focuses on welcoming guests, verifying lounge access, and maintaining an exceptional guest experience on the casino floor.

You will create Players Club accounts, resolve issues, and promote comps and events per department guidelines, while supporting overall Mohegan Sun marketing initiatives.

Qualifications

• High School Diploma or equivalent is required.
• 1 year of experience in a high-volume casino, hospitality environment or customer service is required.
• Strong written and verbal communication skills are essential.
• Excellent organizational and time-management abilities are important.
• Ability to interact professionally with the public.

Responsibilities

• Greet guests entering VIP lounges in a positive, friendly manner.
• Obtain photo ID for lounge access requests.
• Record all lounge access according to policies.
• Resolve guest issues to ensure satisfaction.
• Remain visible on the casino floor, including high-limit areas.
• Create Players Club accounts and verify information.
• Refer guests to Executive Host or Player Development when needed.
• Offer comps and event tickets to qualified customers per policies.
• Support Mohegan Sun marketing efforts.

Skills

Strong written and verbal comms

Organizational & time management

Relationship building

Negotiation & reasoning

Public interaction

Judgment calls

Education

High School Diploma or equivalent

1 year casino/hospitality/customer service exp

Tools

ACSC

SharePoint

FPR

Job description

Position 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

• Greets guests entering the lounges in a positive and friendly manner
• Obtains photo identification for all members requesting access to the VIP Lounges
• Records all guests accessing the lounges according to department policies and procedures
• Ensures guest satisfaction by interacting with them and resolving any issues
• Remains visible on the casino floor, including high-limit areas and lounges
• Creates Players Club accounts for new members, explains the program, verifies that account information is correct and reissues cards for existing accounts
• Refers guests to appropriate Executive Host or to Player Development
• Offers comps and event tickets to qualified customers, offers alternatives and up-sells the property according to department policies and procedures
• Supports all Mohegan Sun marketing efforts

Secondary Duties and Responsibilities

• Communicates guest feedback with management
• Maintains and respects confidentiality of marketing programs, guest and employee information and databases
• Takes ownership of guest requests and seeks assistance if outside the scope of position
• Assists with maintaining the overall condition of the VIP Lounges by reporting any damage or needed repairs to management
• Maintains an awareness of suspicious activity, intoxicated or underage guests

Minimum Education and Qualifications

• High School Diploma or equivalent
• One year of experience in a high volume casino, hospitality environment or previous customer service experience

Competencies

• Strong written and verbal communication skills
• Excellent organizational, time management and relationship building skills
• Good negotiation and reasoning skills
• Ability to multi-task and adhere to deadlines
• Must be capable of interacting with the public in a highly professional manner
• Ability to make sound judgment calls relating to employees and guests

Training Requirements

• Knowledge of Mohegan Sun corporate and department policies and procedures
• Working knowledge of ACSC, SharePoint, FPR and other applicable systems
• Knowledge of comping and rating guidelines
• Knowledge of the Mohegan Sun property and all its offerings
• SMART alcohol awareness

Physical Demands and Work Environment

• Must be able to work in a casino environment with smoke, loud noises and low lighting
• Ability to sit, stand and walk for extended periods of time
• Must be able to sit in front of a computer screen for extended periods of time
• Must be able to work various shifts and flexible hours

Work Shift

Regular Knock, 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.

This 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.

What began in 1996 as a gaming destination in southeastern Connecticut with a handful of Team Members has expanded into a premier entertainment enterprise with over 10,000 team members across the globe. What drives our success is the centuries-old philosophy of the Mohegan Tribe “The Spirit of Aquai”. Its principles of welcoming, mutual respect, cooperation and building relationships have shaped our culture, and serve as the foundation that we live by with every guest and team member interaction today, and for generations to come.