VIP Hospitality Casino Host

Caesars Entertainment; Baltimore (MD); On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Complimentary privileges

Job summary

Caesars Entertainment in Baltimore seeks a VIP Host to manage the guest journey on property, coordinating with account development teams on pre- and post-trip planning. The role emphasizes delivering gracious, personalized service and proactive problem resolution to high-value guests.

Ideal candidates possess sharp interpersonal skills, confidence, and authenticity in guest and team interactions. You will use real-time data and a comprehensive toolkit to sustain loyalty and drive exceptional

Qualifications

• Strong interpersonal and communication abilities for guest interactions.
• Proven customer service experience in a high-profile setting.
• Ability to think quickly and resolve issues with discretion.

Responsibilities

• Greet and assist VIP guests, coordinating with on-property teams.
• Operate with comp authority within approved matrices to enhance guest satisfaction.
• Identify and resolve service gaps, ensuring timely, professional recovery.

Skills

Interpersonal skills

Customer service

Communication

Problem solving

Attention to detail

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.

Job Summary

As a member of the VIP Hospitality team, your foremost role will be to manage all aspects of a customer journey while on property, simultaneously coordinating with account development team members on pre- and post-trip planning. The VIP Host will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service. Candidates should have sharply honed interpersonal skills; inspire confidence and exude authenticity with regard to both guest and team interactions. The ideal candidate for this position will possess inherent customer service skills, a passion for customer care, and a commitment to proactive service and recovery as necessary. Members of the VIP Hospitality team will work to resolve customer issues using a rich set of tools which include real-time customer data and alert systems. Members of this team will operate in a highly collaborative way and will deliver on Harrah’s service promise, while be held accountable for all service opportunities that may arise.

How You Will Create the Extraordinary

Greetings guests in the casino and participates in social events and special promotions

Uses sound judgment and makes decisions in accordance with established comp and expense guidelines

Fully empowered with comp authority to issue comps in accordance with the approved comp matrix

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 Account Development team, New Business Team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to create successful delivery of pre-trip itinerary

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

Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty

Identify ways to increase efficiency 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 on the business

Keeps track of existing products/services and/or progress on new initiatives

Must be knowledgeable of all happenings on property and in market

Find new customers based on criteria established by property leadership

Stays up to date with the latest developments in both the local market and industry

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

Has Complimentary privileges within prescribed limits in accordance with the approve comp matrix

Develops and maintains relationships with assigned VIP guests through proactive contact, including phone calls, emails, text messaging and in-person interactions

Meets or exceeds established performance goals including trips, theoretical revenue, visitation frequency and guest retention objectives

Documents all guest interactions, preferences, service recoveries and follow-up activities in the approved customer relationship management system

Monitors guest play and spending patterns to identify opportunities for increased visitation, loyalty and revenue growth

Conducts post-visit follow-up with guests to ensure satisfaction and identify future visitation opportunities

What You Will Need

Ability to think independently in making real-time decisions to maximize customer service experience

Ability to effectively manage time and perform multiple tasks simultaneously

Must be proficient with customer point-of-service systems

Excellent interpersonal communication, problem solving and analytical skills required

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 present well-groomed professional appearance

Ability to obtain and maintain valid gaming license

Strong analytical, judgment and decision-making skills to make knowledgeable decisions regarding complimentary amenities

Excellent written and oral communication skills

Experience with word processing and spreadsheet computer applications

Ability to be physically mobile, and stand/walk for 8 to 12-hour shifts.

Excellent guest service and communication skills.

Must be able to work in areas containing dust, secondhand smoke, varying noise and temperature levels, lighting, vibrations, crowds and air quality.

Must always present a professional appearance and demeanor.

Regular and punctual attendance is required.

Ability to develop, maintain and grow profitable relationships with high-value casino guests

Knowledge of player development strategies, casino marketing programs and customer relationship management practices preferred

Critical competencies to include Approachable - Spends the extra effort to put others at ease. An exceptional listener who is gracious, empathetic 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.

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.