Job Description

Job Description

Job Description

The ideal candidate for this position will be self-motivated and entrepreneurial, and committed to personalizing interactions to drive performance. To be best positioned to succeed, candidates should have a keen sense of personal ambition, excellent communications skills, and the ability to engage others to commit to action. Members of the Executive Host I team will work to resolve customer 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 with VIP Host team to deliver on JACK’s service promise, while being held accountable for all service opportunities that may arise.

Essential Functions

• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business.
• Effectively delivers required sales targets
• Maintains relationships with VIP guests through personal contact by phone and in person with the ultimate goal of increasing business
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
• Anticipates, responds to and consistently meets or exceeds the needs of internal clients.
• Supports and cultivates new ideas and methods to deliver business solutions.
• Identifies ways to increase efficiencies or improve product or service.
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
• Gives consistent, timely and accurate information and finds answer when unsure.
• Responsible for working effectively as a collaborative team player.
• Plans and creates events and community opportunities to drive awareness, and greet potential customers.
• Proactively greets guests on the casino floor and participates in promotional events
• 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 relationships with VIP guests through personal contact by phone and in person with the ultimate goal of increasing business and gain 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) as well as employees throughout property (e.g. Check Cashing, Gaming, Hotel, Food & Beverage, Transportation) to create successful delivery of pre-trip itinerary.
• 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.

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, have the ability to 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

• Must have excellent customer service skills.
• One or more years’ experience casino/hotel, customer service, host or other account management experience (or comparable experience).
• 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.
• Multilingual preferred, but not required.
• Must be 21 years of age

Required Certification/License

• Must be able to obtain, and maintain an Ohio Casino Control Commission Gaming Occupational License.

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