$52.27K - $65.34K/yr
Full-time
Posted 19 days ago
Job description
Basic purpose or function: Develop additional player spend through the delivery of VIP guest services. The goal is to drive increases in frequency of visits, retail purchases and gaming wins. Ensure that our service delivery advances the objective of our Vision / Mission Statement: To be the premier guest experience destination in the Midwest.
Job Duties:
- Responsible for raising casino revenue through the delivery of exceptional service to our VIP players.
- Establish and maintain relationships with VIP guests through in-person contact while on property as well as by phone, email and hardcopy letters.
- Build loyalty among our VIP guests by developing relationships that they appreciate and want to be around often.
- Utilize upscale sales techniques when inviting guest participation in casino promotions and special events.
- Be fully knowledgeable of each casino promotion.
- Spend a significant amount of time engaging with VIP guests by participating in special events and social functions.
- Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, transportation, accommodation arrangements and providing general information.
- Leveraging partnerships throughout the property (Gaming, Lodge, Food & Beverage, etc.) to maximize smooth, high-end service delivery.
- Establish, coordinate and lead both on and off-property VIP events.
- Handles difficult guests and situations in a calm, professional and prudent manner.
- Reward guests appropriately with F&B, lodging, event tickets or retail comps based on their level of play.
- Effectively handle guest questions, concerns, and complaints with the goal of having them be happy with how they are treated.
- Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with the highest levels of integrity, honesty and professionalism.
- Responds to and consistently meets the needs of internal team members.
- Supports and cultivates new ideas and methods to deliver business solutions.
- Identifies ways to increase efficiency or improve product or service.
- Keeps track of existing products/services and/or programs on new initiatives.
- Stay up to date with the latest developments in the industry, current market trends and all on-property and competitor events.
- Develop skills to handle increasingly complex matters.
- Complies with and upholds company expectations including Vision / Mission Statement, Core Values, Sevenwinds Casino, Lodge & Conference Center service standards, procedures, regulations, department goals and business strategy.
- Politely give consistent, timely and accurate information and find answers when unsure.
- Perform other duties as assigned.
•Requirements
- Job Qualifications:
- Bachelor's degree required in marketing or a hospitality related field, preferably with a minimum of five years in a guest service capacity or an equivalent combination of education and 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.
- Must be proficient with Point-of-Sale systems.
- Excellent interpersonal communication, problem solving, and analytical skills required.
- Must have exceptional guest service skills.
- Must have a systematic and process-oriented mindset to ensure seamless end-to-end guest experiences.
- Excellent networking abilities.
- Must be an avid participant of the local community, including tourism and major event awareness.
- Must present a well-groomed professional appearance.
- Must have excellent oral and written communication skills.
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Frequently asked questions
Q: What skills or qualities help someone succeed as a Guest Service Host?
A: To succeed as a Guest Service Host, key technical skills include proficiency in hotel management software, knowledge of hotel policies and procedures, and basic math skills for handling cash and credit transactions. Essential soft skills include excellent communication and interpersonal skills, the ability to remain calm under pressure, and a customer-centric approach to resolving issues and providing exceptional guest experiences. By possessing these technical and soft skills, a Guest Service Host can deliver high-quality service, build strong relationships with guests, and contribute to a positive and efficient work environment, ultimately supporting their career growth and effectiveness in the role.
Q: What is the career path for a Guest Service Host?
A: A Guest Service Host typically starts as an entry-level role, progressing to roles such as Guest Service Agent or Front Desk Coordinator, where they develop skills in customer service, communication, and problem-solving. As they gain experience, they may move into mid-level positions like Guest Services Manager or Assistant Front Office Manager, where they oversee team performance, implement service standards, and analyze guest feedback. Ultimately, senior roles like Director of Guest Services or Assistant General Manager may be attainable, where they drive strategic initiatives, lead cross-functional teams, and contribute to business growth.
