Executive Casino Host (Harrah's Philadelphia)

Job Description
PLAYER SATISFACTION:
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, Total Rewards program and/or direct mail programs.
REVENUE GENERATION:
Builds 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. Drives revenue and profits from target guests to achieve stated goals. Has Complimentary privileges within prescribed limits in accordance with the approve comp matrix.. 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 (CMS, PCS, LMS, EMS and the like) 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 Harrah's from the competition. Has Complimentary privileges within prescribed limits in accordance with the approve comp matrix
Responsibilities

• 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

Qualifications

• Bachelor's degree in Business Administration, Marketing or equivalent required. 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 PC skills. Must meet all relevant regulatory requirements. Agrees to sign non-disclosure agreement and pass drug test continent upon job offer.
• Will be required to sign a non-compete agreement. 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 areas containing second hand smoke. 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. Able to change schedule with short notice.
• Is able to work in smoke filled environment, and is able to sit and stand for prolonged periods of time.

• Must be able to obtain and maintain the appropriate license through the Pennsylvania Gaming Control Board

• Is able to work in smoke filled environment, and is able to sit and stand for prolonged periods of time.

• Must be able to obtain and maintain the appropriate license through the Pennsylvania Gaming Control Board