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.

Responsibilities

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.

Qualifications

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. Consistently demonstrates superior customer service skills to external and internal guests by displaying Spotlight on Success behaviors and FOCUS skills. Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next.

Utilizes smiles and frequent eye contact and friendly tone of voice to project warmth and friendliness. Creates an atmosphere of luck and celebrates customer wins. Is ready to serve and well informed of daily facility hours of operation, promotional programs and any other relevant valuable guest information; builds relationships by greeting guests with a warm, friendly verbal greeting. Anticipates needs of the guest and provides fast, flawless service.

Executes all service programs to assure prioritization of service to very best guests. Checks for satisfaction and properly uses the Service Recovery process to resolve problems when they exist. Promotes Total Rewards programs and Total Rewards registration and membership. Provides a warm farewell and thanks guests for visiting. Promotes Harrah’s and always projects Harrah’s in a positive light to guests.