Job Summary: The VIP Services Host constantly strives to delight our guests and exceed their expectations through gracious, enthusiastic and personalized service. The VIP Services Host directly offers and/or proactively provides a range of services to our VIP guests.

Qualifications: High school diploma or equivalent is required. It is preferred that the qualified candidate possess a four-year degree from an accredited college or university in the field of hospitality or marketing or field closely related. The ideal candidate for this position will possess inherent customer service skills and a passion for customer care. Previous customer service experience in a hospitality industry is preferred. The qualified candidate must possess excellent interpersonal, communication, problem solving and critical thinking skills. It is required that the candidate possesses proficiency with Microsoft Office Outlook, Word and Excel. Must have a professional appearance and be a team player.

Essential Job Functions:
Inbound Teleservices
o Answer calls transferred from PBX or Corporate Teleservices. Calls will be from coded customers and Diamonds, as well as all calls that come into the property for Total Rewards.
o Handle in a professional and courteous way, as you would the most important VIP customer, all guest inquiries, problems, requests, etc. for those that are transferred to VIP Teleservices, regardless of worth or tier
o Be the “point person” for customers of hosts who are on days off or PTO. Fulfill all duties as appropriate including booking trips, issuing comps, etc.

Casino Marketing Support
o Conduct coordinator duties for Executive, Casino, Asian and Player Development hosts including but not limited to:
o Booking reservations in Jack Binion’s Steakhouse
o Booking reservations in the hotel
o Making cross property trip arrangements as appropriate
o Assist with processing host letters
o Delivering comps to outlets during peak times
o Conduct coordinator duties for Director of Casino Marketing and Manager of Casino Marketing including but not limited to:
o Entering / Modifying codes as directed by the Director and Manager of Casino Marketing
o Help run the VIP Ticket Counter during concerts and events, answer questions about seating and other entertainment related questions, etc.

Outbound Teleservices
o Makes outbound calls to confirm VIP player participation in Events, Entertainment, Parties, etc.
o Makes outbound calls to confirm arrival in hotel, to confirm that special arrangements have been made, to clarify information or requests, etc.

Casino Host Office
o Staff the Casino Host Office helping VIP Customers (and non-VIP Customers as necessary) with comping requests, reservations for hotel and Jack Binion’s Steakhouse; as well as events, information inquiries, and any number of other activities as necessary to support our best customers.
o Meet and greet guests in a friendly and courteous manner.
o Handle guest requests and concerns and resolve issues efficiently and effectively.

Entering events in Salesforce
o Enters all VVIP and VIP events into Salesforce and communicates out to targeted NCM Network offices and approved Independent Agents
o Maintains Salesforce system

NCM and Independent Agent Network Support
o Receives information for NCM trips and enters into Salesforce
o Confirms trip details with booking representative and receiving host at UEL
o Ensures all arrangements are made in a timely fashion and are accurate per the player’s request.
o When appropriate, confirms travel details directly with player

Other duties
o Assist with Special Events and Total Rewards
o Any and all other job duties as assigned.

Physical, Mental, & Environmental Demands:
o Must be able to work independently.
o Must be able to sit, stand or walk for long periods of time.
o Must be fluent and literate in English.
o Must be able to respond calmly and make rational decisions, when handling guest and employee conflicts.
o Must be able to maneuver throughout all areas of the property and from floor to floor via stairways (minimum of 20 steps) or by escalator.
o Responds to visual and aural cues.
o Must have the manual dexterity to operate a computer and other necessary office equipment.
o Must be able to tolerate areas containing second hand smoke, dust, loud noises and bright lights.
o Must be able to work varied shifts, weekends and holidays as needed.

Certificates, Licenses, Registrations: Must qualify for, obtain, and maintain a gaming license from the Indiana Gaming Commission.

Status: Full Time

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