VIP Host

800_ilani Cowlitz Tribal Gaming Authority; United States; On-site; USD 23,000 - 32,000; Full time

Job summary

ilani Cowlitz Tribal Gaming Authority is seeking a VIP Guest Relations Host to develop relationships with preferred guests, drive loyalty, and support revenue goals. The role emphasizes exceptional customer service and personalized, discreet hospitality.

You will manage a book of about 400 VIP guests, coordinate events, and collaborate with marketing to stimulate guest engagement on-site at ilani in Ridgefield, WA.

Qualifications

• Associate degree with hospitality experience or related casino/guest service background.
• Experience as a casino host or high-volume hospitality/customer service environment.
• Excellent interpersonal and communication skills.
• Ability to work various shifts, holidays, and in smoking environment.

Responsibilities

• Promotes superior guest service, addressing guest needs and problems.
• Identify high-value guests and build relationships through personalized service.
• Manage a book of ~400 VIP guests using available technology.
• Organize and host events for preferred guests.
• Meet and greet preferred guests on property and support marketing efforts.
• Strive to meet or exceed personal revenue targets.

Skills

Customer service

Sales

Relationship building

Communication

Problem solving

Teamwork

Driver's license

Education

Associate degree

Tools

BI tools

Job description

Pledge for Success: We are dedicated to hiring outstanding individuals who share in our commitment and passion in serving our guests. Ambition, dedication, attention to detail, and a warm smile are all winning characteristics that lead to the spirit of who we are.

Position Summary

Responsible for generating revenue by developing relationships with preferred guests and identifying potential new VIP guests. Position requires high level customer service and sales skills to build loyalty and drive incremental revenue to ensure budgetary goals are met.

Primary Duties and Responsibilities

• Promotes superior guest service. This includes answering calls or texts from preferred guests outside of regularly scheduled hours to ensure their needs and standards are being met as well as providing solutions to any problems the guest may encounter.
• Maintains and perpetuates a positive organizational culture according to the principles of the Spirit of Tâlícn and the Core Values of ilani.
• Identify and develop high-value guests by building relationships through specialized, personalized, and preferential service. This may include participating in events outside of the casino such as dinners, shows/concerts, golf, etc.
• Use available technology to efficiently manage a book of approximately 400 VIP guests. This includes monitoring gaming activity, comp availability, and profitably.
• Provide complimentaries based on a guest’s play. This requires using discretion to determine the appropriate value of the compliment ensuring the compliment does not outweigh the return.
• Cultivate leads, build loyalty, and promote return visits to the property. This may include making cold calls and post-visit follow up calls, monitoring the casino floor, using business intelligence (BI) tools and networking to make important connections.
• Organize and host special events such as tournaments, golf outings and shows for preferred guests.
• Meet and greet with preferred guests when they are on property.
• Stimulate ilani marketing efforts through personalized outreach.
• Expected to meet and/or exceed personal revenue targets.
• Performs other duties as assigned.

Minimum Qualifications

• Associate degree with two years’ hospitality experience may be substituted for previous casino host or hospitality experience.
• Previous experience as a casino host in a complex casino environment, or four years’ experience in a high-volume hospitality/customer service environment, involving extensive contact with customers.
• Must possess excellent interpersonal skills with an ability to foster a supportive and enabling team environment.
• Strong customer service skills.
• Ability to build trusting and loyal relationships.
• Problem solving skills.
• Strong communication skills both verbal and written.
• Knowledgeable of gaming regulations, company internal controls, and departmental policies.
• Ability to maintain confidentiality of sensitive information.
• Must be able to work various shifts, flexible hours, and holidays.
• Must possess a valid Driver’s License.
• Must be willing to work in a smoking environment.
• Must be willing to adhere to company health and safety measures.

Preferred Qualifications

• Sales and marketing experience preferred.
• Prior casino experience preferred.

Work Shift

Any (United States of America)

Wages

This role offers a starting wage of $19.94 per hour. Candidates with relevant experience may be placed higher within the established pay range.

Location

Located on the Cowlitz Reservation in Ridgefield, Washington, ilani, is the Pacific Northwest’s premier gaming, dining, entertainment and meeting destination. With nearly 400,000 total square feet, ilani includes more than 100,000 square feet of gaming space with nearly 3,000 slots and 75 gaming tables; 22 different restaurants, bars and retail outlets; and a 2,500-seat meeting and entertainment venue hosting nationally recognized performances.

Knock, knock. Hear that sound? That's opportunity!