HOST - VIP SALES bei Hard Rock International (USA), Inc.
Hard Rock International (USA), Inc. · Cincinnati, Vereinigte Staaten Von Amerika · Onsite
- Professional
- Optionales Büro in Cincinnati
Position Summary
As a member of the Casino Marketing Team, your foremost role will be to manage all aspects of a guest journey while on property, simultaneously coordinating with account development team members on pre- and post-trip planning. The VIP Sales 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 guest service skills and a commitment to proactive service and recovery as necessary. Members of the Casino Marketing Team will work to resolve guest 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 the Hard Rock values, while being held accountable for all service opportunities that may arise.
Responsibilities:Essential Functions
- Executes phone calls daily to help drive a targeted segment of guests to the property. 80% of the role will be phone sales. Team Members will be required to meet call goals set by Management.
- Proactively greets guests on the casino floor and participates in social events and special promotions when asked by Management.
- Uses sound judgment and makes decisions in accordance with established comp and expense guidelines. This role will assist at the Wild Card Club and Promotions when asked by Management.
- This role will assist the Executive Host Team with the following task but not limited to: booking hotel rooms, securing amenities for high-worth guests, confirmation calls and other duties as assigned by Management.
- Handles difficult guests and situations in a calm, professional and prudent manner.
- Maintains close ties with guests 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 the Casino Marketing teams (Player Development, Account Development and Inside Sales) as well as team members throughout property (e.g. Check Cashing, Gaming, 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.
- Identifies ways to increase efficiencies 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 the business.
- Keeps track of existing products/services and/or progress on new initiatives.
- Must be knowledgeable of all events/promotions/etc. on property and in market.
- Stays up to date with the latest developments in both the local market and industry.
- Complies with and upholds company expectations including 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.
Education and Experience
- Must have excellent guest service skills.
- One or more years’ experience casino/hotel, customer service, host or other account management experience (or comparable experience).
Knowledge, Skills & Abilities
- Ability to think independently in making real-time decisions to maximize customer service experience and program profitability.
- 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.
Required Certification/License
Ability to obtain a Gaming Occupational License within the State of Ohio
Additional Details:Physical Demands and Work Environment
Physical Requirements | N/A | Occasional | Frequent | Constant |
Standing |
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Walking |
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Sitting |
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Climbing | X |
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Crawling | X |
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Kneeling | X |
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Squatting | X |
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Bending | X |
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Reaching | X |
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Lifting: (indicate pounds) 25lbs |
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From ground level 25LBS |
| X |
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To waist 25LBS |
| X |
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Over chest 25LBS |
| X |
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Over shoulders 25LBS |
| X |
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Overhead 25LBS |
| X |
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Carrying (indicate pounds) 25LBS |
| X |
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Pushing (indicate pounds) 25 LBS | X |
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Pulling (indicate pounds) 25 LBS |
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Working below waist | X |
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Working below mid-thigh | X |
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Working below knee | X |
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Eye/hand coordination |
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Near vision |
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| X |
Fair vision |
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Color recognition |
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| X |
Hearing |
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Manual dexterity |
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| X |
Bi-manual dexterity |
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| X |
fine motor skills |
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Gross motor skills |
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| X |
Other |
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| X |
Environmental Factors | Yes | No |
Working outside | X |
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Working inside | X |
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Working alone | X |
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Working closely with others | X |
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Excessive cold/heat/humidity/dampness |
| X |
Noise/vibrations | X |
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Smoke | X |
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Working above ground | X |
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Working below ground | X |
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Working with chemical/solvents/detergents |
| X |
Working on uneven surfaces |
| X |
Operating moving equipment or vehicles |
| X |
Working around machinery or moving equipment |
| X |
Climbing on scaffolds or ladders |
| X |
Working under hazardous conditions |
| X |