JOB SUMMARY: 

This candidate will report to the Executive Casino Host Manager and is responsible for building relationships with target guests through the flawless execution of the VIP contact strategy.  Ensures proactive and ongoing communications with target guests through outbound phone, face to face meetings, emails and letters.  Sells and promotes to guests all pertinent offers, property amenities, special events and promotions that may result in a visit to the property. 

KEY JOB FUNCTIONS:

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

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 guests on 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 work-group 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

 EDUCATION and/or EXPERIENCE: 

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 job responsibilities

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

QUALIFICATIONS:

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

Effective Networking skills

COMPENSATION & BENEFITS:

$60,000 - $80,000Bi-Weekly Pay DatesPTO, 401(k), Medical, Dental, Vision, Life & Disability Insurance Incentive Bonus Program