Hospitality VIP Host
Monarch Casino Resort & Spa Black Hawk
- Black Hawk, CO
- $56,485 per year
- Permanent
- Full-time
- Majority of time will be spent within the Casino Host Office and the Casino floor
- Greets guests in the casino and participates in social events and special promotions
- 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 close ties with customers to engender loyalty
- Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, accommodation arrangements, Player enrollment, outbound marketing and off-site event hosting
- Seamless coordination with VIP services, Casino Host Team and Team Members throughout property (e.g. Cage, Gaming, Hotel, Food & Beverage) to create successful delivery of pre-trip itinerary
- Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions
- Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
- Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business
- Must be knowledgeable of all happenings on property and in market
- Finds new customers based on criteria established by property leadership
- Stays up to date with the latest developments in both the local market and industry
- Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
- Gives consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure
- Meets the attendance guidelines of the job and adheres to regulatory, departmental and company policies.
- Enforce 21 policy and procedures by monitoring area for underage gamblers.
- Suggests players in Monarch Rewards enrollment and comfortable discussing all aspects of the loyalty card program
- Suggests products, services and experiences to guests.Other duties as assigned.
- Three to five years’ experience casino/hotel, customer service, host or other account management 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.
- 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 have excellent customer service skills.
- Must present well-groomed professional appearance.
- Must be able to listen and respond to visual and aural cues.
- Must pass a drug test.
- Must be at least 21 years of age.
- Maintain knowledge of current property events, promotions and offerings
- Comfortable working in a fast paced, dynamic environment.
- Ability to work effectively in a team setting and independently.
- Must adhere to uniform/appearance requirements.
- Ability to appreciate and be friendly with all Monarch resort spa team members who are of various ethnic and cultural backgrounds.
- Able to accept direction of Senior Leadership.
- Able to read, write and speak English sufficiently to perform job.
- Available to work any shift, holidays and weekends.
- Responds to visual and aural cues.
- Must have manual dexterity to be able to operate the following equipment: computer, telephone, photo copy machine, ten key, and printer.
- Able to tolerate a loud and noisy environment.
- Able to stand and walk for extended periods.
- Able to sit, stoop, reach and bend.
- Able to lift 20 pounds.