VIP Service Ambassador

As a team member of the Player Development team, the VIP Service Ambassador will help manage all aspects of the customer’s journey while on property, simultaneously coordinating with Player Development team members on pre-trip and post-trip planning. The VIP Service Ambassador 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 regard to both guest and team interactions.  They should also have a passion for business development and sales, as helping grow VIP business will be one of their primary duties.

 

HOW YOU WILL CREATE THE EXTRAORDINARY

• Be the primary host on duty while on property
• Manage the host on duty phone while on property
• Works in different areas of Casino Marketing such as the High Limit, Host Desk or areas whenever scheduled and/or needed.
• Help new players sign up for Caesars Rewards cards
• Proactively greet guests on Casino Floor and High Limit gaming spaces (where assigned).
• Proactively pursue business leads given to them by leader by using all forms of communication (phone, text, email, floor meet).
• Address department surveys as assigned by leader.
• Plan and execute Player Development 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, transportation and accommodation arrangements.
• Seamless coordination with Host Desk, Executive Host team and employees throughout property (e.g. Cage, Gaming, Food & Beverage, Transportation) to deliver a superior customer experience.
• 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.
• Identifies ways to increase efficiencies and to improve products or services.
• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business.
• Keeps track of existing products/services and/or progress on new initiatives.
• Utilize WiNet, CMS, and Casino systems to extract/enter data for required information.
• Utilize player-rating system for comp worth determination.
• Must be knowledgeable of all happenings on property and in market.
• 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.
• Teamwork: 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. 
• Confidentiality/Integrity:  Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances.
• Maintains confidentiality of all player accounts. 
• Maintains security and confidentiality of files, records and lists. 

WHAT YOU WILL NEED

• Must be 21 years of age or older
• Proficient in English verbal and written
• Flexible to work various shifts, weekends, and holidays
• Must be able to obtain and maintain a 1055 gaming license.
• Two to four years of experience in casino/hotel, customer service, host or other account management experience.
• High School diploma or equivalent required.
• Knowledge of Microsoft office software, casino tracking programs

ADDITIONAL REQUIREMENTS

• Ability to push and pull up to 50 pounds
• Ability to lift and carry objects up to 35 pounds.
• Ability to bend, stoop, twist, reach, and kneel repetitively
• Safely work with provided cleaning chemical and equipment
• Ascend and descend stairs and maintain equilibrium for an extended period
• Must be able to work from a standing or sitting position and/or walking motion for extended period
• Ability to work in a smoking and pet-friendly environment