VIP Host - Virginia

Live! Casino Virginia; Petersburg (VA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Generous Bonus Structure

Comprehensive Health Coverage

Retirement Savings with Company Match

Leadership Skills Development & Mentor

Tuition Reimbursement

Exclusive Discounts on Travel, Goods &

Entertainment

Job summary

Live! Casino Virginia seeks a VIP Guest Relations specialist to actively engage with coded VIP guests, Jade/Black Chair tiers, and other high-value patrons.

You will build personal relationships, handle discretionary comps, log guest interactions in the CRM, and respond to requests within policy guidelines. Responsibilities include coordinating reservations and promotions, supporting events and tournaments, and ensuring a seamless experience for guests traveling from other Live properties.

Qualifications

• Two to Five years of experience in customer service, marketing, hospitality management and/or gaming.
• Two years of experience in direct interaction with customers.
• Must be able to work in an environment with alcohol and smoking.
• Must be able to secure and maintain Virginia licensure as required.

Responsibilities

• Interact with VIP guests and build relationships with coded VIP, Black Card, Jade Card and Chairman Card tier guests.
• Meet productivity goals as determined by Casino Marketing Leadership.
• Respond to guest requests and apply complimentary policies.
• Develop personalized guest relationships and manage discretionary comps.
• Use the CRM system to log guest transactions, offers, and communications.
• Identify high-worth guests and offer proactive service.
• Coordinate with hosts on tier benefits, reservations, and incentives.
• Respond to guest complaints to ensure timely, positive outcomes.
• Assist with promotions, events and tournaments.
• Ensure compliance with internal controls, policies, procedures and regulations.

Job description

Why We Need Your Talents

At Live! we pride ourselves in our exceptional people. Our Team Members are the foundation of our success and truly the most valuable part of the Live! brand.

Where You'll Make an Impact

• Proactively interact with and build relationships with VIP guests, concentrating on coded VIP guests and Black Card, Jade Card and Chairman Card tier guests
• Achieve productivity goals as determined by Casino Marketing Leadership
• Respond to guest’s special complimentary requests and adjust based on sound, profitable decisions using the company’s complimentary policies.
• Continuously develop and sustain personalized relationships with guests; produce profitable guest relationships through management of discretionary comps.
• Utilize Live!’s CRM system throughout shift to seek out VIP guests, log guest transactions, offers, and communications.
• Proactively identify high worth guests who are new to property or who do not have a host and offer service.
• Regularly communicate with guests to increase visitation by assisting with tier benefits, booking reservations, accommodations, and approved incentive offers.
• Act as service liaison to provide a seamless experience for guests travelling from other Live! Properties including proactive communication with the guest’s host
• Handle and respond to guest complaints to ensure a positive, timely outcome.
• Assist with the planning and execution of promotions, special events and tournaments.
• Ensure full compliance with departmental Internal Controls, policies, procedures and regulations.
• Other duties as assigned.

Skills to Help You Succeed

• Ability to demonstrate a professional, mature, positive and confident demeanor in dealing with guests and accomplishing daily tasks.
• Demonstrates the ability to work collaboratively as part of a team, both within and outside the department daily.
• Must have a customer-focused outlook. Strives to provide the best and personalized service to all guests.
• Must be self-directed and able to work independently.
• Basic knowledge of Microsoft Word and Excel
• Knowledge of gaming regulations. Ability to recognize problem gaming signs and deal with them appropriately.
• Broad variety of tasks and deadlines requires a flexible and irregular work schedule.

Must-Haves

• Two (2) to Five (5) years of experience in customer service, marketing, hospitality management and/or gaming.
• Two years of experience in direct interaction with customers.
• You will be exposed to an alcohol and smoking environment and must be able to work in such environment.
• Must have the ability to secure and maintain licensure as required by Virginia Gaming Control Board or any other applicable regulatory entity as may be required to perform assigned duties, or as required by Live’s operating standards.

Physical Requirements

• Ability to stand and walk for extensive periods of time and move up and down steps daily
• Ability to lift 20-30 pounds

Perks We Offer You

• Generous Bonus Structure
• Comprehensive Health Coverage
• Retirement Savings with Company Match
• Leadership Skills Development & Mentorship Programs
• Tuition Reimbursement
• Exclusive Discounts on Travel, Services, Goods and Entertainment

Life at Live!

Individuals chosen to be part of the Live! Team can expect

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.

to come together as a strong team, while valuing and celebrating our diversity.