Multicultural Executive Host

Caesars Entertainment; Baltimore (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

Caesars Entertainment in Baltimore is seeking a supervisory guest services professional to manage reservations, events, and guest experiences. You will resolve issues, promote Caesars Rewards, and coordinate cross-brand trips while maintaining confidentiality and high service standards.

Requires strong communication, organization, and computer skills, plus regulatory compliance and a willingness to sign non-disclosure agreements.

Qualifications

• B.A. in related field or equivalent work experience.
• Outstanding communication and organization skills required.
• Undergoes pre-employment screening and selection.
• Minimum 3 years in supervisory capacity with customer service or 3 years in Casino Operations.
• Must have computer skills.
• Must meet regulatory requirements and sign non-disclosure/non-compete.
• Ability to work independently with minimal supervision.
• Must be able to speak, read, write and understand English.

Responsibilities

• Flawlessly booking all guest trip accommodations (events, restaurant, shows, hotel, etc.).
• Handles and resolves player problems or service issues.
• Maintains goodwill with all guests and promotes Caesars Rewards.
• Executes cross-brand or cross-property trip arrangements and liaises with departments.
• Uses CMS, LMS, SMART, EMS to track complimentary items and guest contacts.
• Maintains confidentiality of all player accounts and proprietary information.
• Complies with state/local regulations and company policies.
• Communicates information to coworkers and management to ensure consistency.

Skills

Vietnamese language proficiency

Strong communication

Organizational skills

English fluency

Computer skills

Decision making

Customer service mindset

Microsoft Office

Education

B.A. in related field or equivalent

Tools

CMS

LMS

SMART

EMS

Job description

WE ARE CAESARS

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.

Our Mission: "Create the Extraordinary"

Our Vision: "We create spectacular worlds that immerse, inspire and connect you. We don't perform magic; we create it with excellence."

Our Values: "Blaze the Trail, Together We Win, All-In on Service"

Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

How You Will Create the Extraordinary

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, Caesars Rewards program and/or direct mail programs

Proactively engages community leaders and groups, taking an active participation role in the community

Drives revenue and profits from target guests to achieve stated goals

Provides complimentary services to target guests in accordance with established and approved guidelines

Complies with all state and local regulatory requirements

Represents the company at external functions and/or related functions, always maintaining a profession demeanor

Flawlessly plans, schedules and makes arrangements for targeted guest son cross-brand or cross-property trips

Leverages property amenities/marketing programs to targeted players to drive loyalty and annual revenue

Uses all systems including, but not limited to, CMS, LMS, SMART and EMS, 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 Horseshoe from the competition

Collaborates with workgroup 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 confidentially 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

Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next

Promotes Caesars Rewards programs and Caesars Rewards registration and membership

All other duties as assigned

What You Will Need

• Must be fluent in Vietnamese (written & verbal)
• B.A. in related field or equivalent work experience
• Outstanding communication and organization skills required
• Undergoes pre-employment screening and selection process
• Must pass training tests or sessions required to execute jobresponsibilities
• 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 computer skills
• Must meet all relevant regulatory requirements
• Will be required to sign a non-compete agreement
• Agrees to sign non-disclosure agreement upon job offer
• 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 decision when handling customer needs and concerns
• 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
• Must be able to change schedule with short notice
• Excellent communication skills, both verbal and written
• Strong proficiency in Microsoft Office applications
• Good organizational skills and attention to detail
• Ability to make rational, clear decisions, act quickly and solve problems in a timely manner

TOGETHER WE WIN

We believe in delivering family-style service - an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER

These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

ADA

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals' religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person's race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.