Function (Scope and Main Purpose of Job)
The VIP Host is responsible for providing customer service and assistance to VIP players; and all guests in Live! Casino high limit rooms and around the casino where necessary. The VIP Host will ensure that the highest quality of service is provided so that Live! Casino guests have a favorable gaming experience. Will also assist with guest functions to ensure guest retention and repeat business.
ResponsibilitiesCore Service Standards
CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance
SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.
Fast: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.
FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.
FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here
Specific Responsibilities and Duties
Interact and build relationships with guests, concentrating in the higher denomination zones. Explain the benefits of the Live! Reward Club and encourage enrollment.Grows actual revenues annually, consistent with property plan, and cross property goals. Respond to guest’s special complimentary requests and adjust based on sound, profitable decisions using the company’s complimentary policies. Continuously develop and sustain personalized relationships with guests, with increased awarenessof such guests’ complimentary use and standing based on company policies. Executing the proper complimentary decisions for all guests for the use of off-site sporting suites and event tickets based on companies’policies. Along with keeping an overall consistent complimentary issuance with the company’s guidelines. Handle and respond to guest complaints to ensure a positive outcome. Assist with the planning and execution of assigned parties, promotions, special events and tournaments.Consistently develop qualified guests to move their play to higher denomination zones and monitor guest activity through use of on-line systems.Ensurefull compliance with departmental Internal Controls, policies, procedures and regulations.Ability to extend complimentaries inaccordance with the property comp matrix. QualificationsJob Requirements (skills, knowledge, and abilities)
Must be able to obtain and maintain a valid gaming licenseas determined by the State Gaming Agency for the position. Ability to demonstrate a professional, mature, positive and confident demeanor in dealing with guests and accomplishing daily tasks. Knowledge of gaming regulations. Ability to recognize problem gaming signs and deal with them appropriately.Broad variety of tasks and deadlines requires aflexible and irregular work schedule, including weekends, evenings and holidays.Educational Requirements
A high school diploma,GED or equivalent work experience in customer service, marketing, hospitality management and/or gaming.Physical Requirements
Ability to stand and walk for extensive periods of time and move up and down steps daily.Ability to lift 20-30 poundsWorking Conditions
24/7 high energy casino with over 100,000 sq. ft of gaming and entertainment space and approximately 500 employeesExposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.You will work in an environment where smoking is allowed.