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The VIP 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 both guests and team member interactions.

The ideal 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. VIP Hosts work to resolve customer issues using a rich set of tools which include real time customer data and alert systems. More importantly, VIP Hosts must possess an intuitive nature to foresee and resolve customer needs and issues. It is essential that VIP Hosts operate in a highly collaborative way and deliver on JACK’s service promise, while being held accountable for all service opportunities that may arise.

Essential Functions 

• Greets guests in the Casino and ensures that they are ClubJACK members.  If not, actively pursue enrolling them in the ClubJACK loyalty program.
• Supports the planning, preparation, and execution of VIP events and special promotions.
• Responsible for applying the guidelines set forth by the Casino Marketing bonus program and meeting the minimum requirements for achieving the established goals and objectives.
• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines.
• Handles difficult guest situations in a calm, professional and prudent manner.  Tasked with upholding the company’s best interest while maintaining guest satisfaction in a positive manner.
• Participates in off property events, including hosting VIP guests at sporting and concert venues.
• Assist by fielding calls and text messages from VIP guests and other team members when not on shift or on their days off.
• Maintains close ties with customers to create loyalty
• Anticipates, responds to, and consistently meets or exceeds the needs of guests including, but not limited to transportation requests, hotel accommodations, restaurant reservations, and other arrangements
• Ensure seamless communication with the Executive Host team, and other team members throughout the property who all play key roles in serving our VIP guests, (e.g. ClubJACK, Cage/Credit, Gaming, Food & Beverage, Valet/Parking)
• Proactively identifies and resolves service failures, taking immediate action to resolve service gaps and reinforcing player loyalty and intent to return by using comp authority or making exceptions when necessary.
• 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 improve products or services
• Clearly communicates programs and services to internal team members, seeks their support and keeps them informed of changes that may impact their area of the business
• Keeps track of existing products and services and/or progress on new initiatives
• Must be knowledgeable of all happenings on property and in market and stays up to date with the latest developments.
• Finds and develops new customers based on criteria established by property leadership
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
• Ensures the privacy of VIP guests is respected and always maintained.
• Understand cultural sensitivities and adapt service accordingly.
• Provide consistent, polite, timely, and accurate information and service to all guests, taking the initiative to find the answer when unsure.

Knowledge, Skills & Abilities 

• Must be able to work independently.
• Must be able to sit, stand or walk for long periods of time (8 hours).
• Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
• Must be able to lift and carry up to 50 lbs.; and can push, pull, reach, bend, twist, stoop and kneel.
• Respond to visual and aural cues.
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must be able to tolerate areas containing dust, loud noises and bright lights.
• Must be able to work varied shifts, weekends and holidays as needed.
• Ability to simultaneously manage several projects and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
• Ability to speak distinctly and persuasively.
• Must be able to read, write, speak, and understand English
• Must be able to work in an environment where guests are smoking. 

Education and Experience 

• Two to three years’ experience casino/hotel, customer service, host or other business development or account management experience (Luxury service experience preferred).
• 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 customer Point-of-Service systems.
• Excellent interpersonal, communication, problem solving and analytical skills required.
• Must have a systematic and process-oriented mind-set 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.
• Multilingual preferred.
• Must be 21 years of age.

Required Certification/License

• Ability to obtain, and maintain a Gaming Occupational License within the State of Ohio