Hospitality VIP Host

Overview

Hospitality Host

Salary: 56,485.00 + Commision

Ideally the 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 this team will operate in a highly collaborative way and will deliver on our Elite Service, while accountable for all service opportunities that may arise.

The ideal candidate for this position will possess the following critical competencies:

Approachable: Spends the extra effort to put others at ease. An exceptional listener who is gracious, sensitive 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.

Planning Agility: sees ahead to prepare competitive strategies and plans; accurately scopes & plans tasks; sets clear goals and evaluates personal performance against results; anticipates future challenges and adjusts for roadblocks.

Responsibilities

Roles and Responsibilities:

• Majority of time will be spent within the Casino Host Office and the Casino floor
• Greets 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
• 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, accommodation arrangements, Player enrollment, outbound marketing and off-site event hosting
• Seamless coordination with VIP services, Casino Host Team and Team Members throughout property (e.g. Cage, Gaming, Hotel, Food & Beverage) 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
• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business
• Must be knowledgeable of all happenings on property and in market
• Finds 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
• Meets the attendance guidelines of the job and adheres to regulatory, departmental and company policies.
• Enforce 21 policy and procedures by monitoring area for underage gamblers.
• Suggests players in Monarch Rewards enrollment and comfortable discussing all aspects of the loyalty card program
• Suggests products, services and experiences to guests.Other duties as assigned.

Qualifications

Qualifications :

• Three to five years’ experience casino/hotel, customer service, host or other account management experience
• Ability to think independently in making decisions to maximize customer service experience and program profitability
• Ability to effectively manage time and perform multiple tasks simultaneously.
• 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 have excellent customer service skills.
• Must present well-groomed professional appearance.
• Must be able to listen and respond to visual and aural cues.
• Must pass a drug test.
• Must be at least 21 years of age.
• Maintain knowledge of current property events, promotions and offerings
• Comfortable working in a fast paced, dynamic environment.
• Ability to work effectively in a team setting and independently.
• Must adhere to uniform/appearance requirements.
• Ability to appreciate and be friendly with all Monarch resort spa team members who are of various ethnic and cultural backgrounds.
• Able to accept direction of Senior Leadership.

Physical, Mental & Environmental Demands:

• Able to read, write and speak English sufficiently to perform job.
• Available to work any shift, holidays and weekends.
• Responds to visual and aural cues.
• Must have manual dexterity to be able to operate the following equipment: computer, telephone, photo copy machine, ten key, and printer.
• Able to tolerate a loud and noisy environment.
• Able to stand and walk for extended periods.
• Able to sit, stoop, reach and bend.
• Able to lift 20 pounds.