POSITION:  EXECUTIVE CASINO HOST (IN-MARKET)

DEPARTMENT:  PLAYER DEVELOPMENT - 3

STATUS:  EXEMPT (SALARY)

REPORTS TO:   DIRECTOR OF MARKETING

JOB SUMMARY:

The Executive Casino Host (In-Market) acts as a regional Host, driving incremental business from existing players and new business by supporting regional events and building relationships with Caesars producers. In this highly incentivized role, you will develop strategic relationships with guests by having a comprehensive understanding of all facets of gaming systems, brick and mortar casino, and sales. The Executive Casino Host (In-Market) will display a strong understanding of the Caesars Sales and Service model, drive loyalty, and increase wallet share from customers by influencing incremental play.  The ideal candidate for this position will possess previous Hosting experience, a passion for engaging players in all parts of our business, and an entrepreneurial spirit to build a personal brand. You understand player development and casino industries are not operated on office hours and will be flexible hosting and supporting players as they visit properties and events. You will constantly strive to exceed sales targets, working with Brick-and-Mortar partners to sell the Caesars Rewards experience.

PLEASE NOTE:  Applicants need to reside in the following State(s): TEXAS

ESSENTIAL JOB FUNCTIONS: 

Sales 

Seeks new players by actively promoting on our properties, at in-market events, and sourcing from the local area.  Proactively reaches out to guests that show a likelihood to elevate their play to a VIP level with additional promotions and offers.  Manages all aspects of guest’s account for casino play and cross-market sales opportunities.  Responsible for developing and maintaining sourced guests through personal outreach, email, telemarketing, and texts leveraging available technology.  Actively participates in all department and company initiatives to drive sales and revenue.  Demonstrates a willingness to teach, mentor, train and share information with on-property teams.  Develops skills to handle increasingly complex matters of player reinvestment.  Can multitask and prioritize in a fast-paced environment.  Works with department leadership and colleagues to develop VIP strategies that maximize revenue, wallet share, and retention. 

Service 

Constantly strives to delight our guests and exceeds expectations through gracious, enthusiastic and personalized service.  Hosts guests at social events, sporting venues, and special promotions, as applicable.  Handles difficult situations in a calm, professional and prudent manner.  Assists guests with troubleshooting accounts, initiating or closing wagers, account funding or withdraws, and additional customer service-type questions.  Anticipates, responds to and consistently meets or exceeds the needs of players including transportation and accommodation arrangements for on-property visits and/or social events. 

Communication  

Gives consistent, polite, timely, and accurate information and service to all guests and co-workers; taking the initiative to find the answer when unsure.  Manages VIP guests in one-on-one communications in addition to VIP group settings as applicable.  Uses available technology and resources, including Textline, Team, Slack, RingCentral, Salesforces, emails, and cell phones, to ensure all guests are receiving VIP treatment inside and outside of standard business hours.  Coordinates with internal and external business stakeholders including Player Support, Caesars Rewards team, VIP Leaders, Marketing Technology/IT managers, software platform vendors, and analytics team members to advance VIP efforts.  Communicates successes and challenges on a regular and on-going basis to direct supervisor. Leverage partnerships throughout the property (i.e., Gaming, Hotel, Food & Beverage, Table Games, Slot Operations, etc.) to maximize smooth, high-end service delivery. Empowered with comping authority. 

Strategy & Innovation 

Brainstorms and helps create new VIP promotions and initiatives to enhance the value of the VIP program producing measurable financial results from VIP guest base.  Analyzes and evaluates existing service delivery systems and collaborates with other departments to improve the guest experience.  Daily, weekly and monthly VIP guest activity monitoring and reporting including wagering, revenue, win/loss and guest generosity levels.  Responds to daily reporting identifying movement in coded population including incliners, decliners, defectors, and funding changes with personal outreach and VIP offers.  Identifies ways to increase efficiencies and to improve products or services. 

Integrity & Compliance 

Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.  Complies with and upholds company expectations including Code of Ethics, policies, procedures, industry regulations, department goals and business strategy.  Coordinates with Compliance, Responsible Gaming, and other Risk Management team members as needed on guest claims and disputes to resolve conflicts. 

 QUALIFICATIONS: 

High school diploma or GED required. BSBA from an accredited educational institution preferred. Three+ years of experience in sales, casino and/or loyalty marketing. Salesforce (SMART), CMS, Tableau, and MS Office . Proficient in the use of Windows based office software including but not limited to:  Microsoft Office, Word, Excel, PowerPoint, and Outlook. 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. Must be proficient with customer Point-of-Service systems. Excellent interpersonal, communication, problem solving, and analytical skills required. Must have excellent customer service skills. Must have a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences. Excellent networking abilities. Avid member of the local community, including commercial and industry awareness. Neat, professional appearance with excellent personal hygiene. Must have excellent oral and written communication skills. Leveraging sales techniques to maximize performance. Internally motivated to graciously serve, delight and build player loyalty. Anticipating and listening to customer needs. Applied functional/business knowledge; professionalism, composure, effectiveness. Must be able to obtain a LA non-key gaming permit. Must be able to obtain a responsible vendor and alcoholic beverage server permit.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS: 

Must be able to stoop, bend, reach, kneel, twist, grip items. Must be able to maneuver to all areas of casino. Must be able to operate in stressful situations. Must be able to read, write, speak, and understand English. Must be able to respond to visual and aural cues. Must be able to lift up to 25 pounds. Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke. Must be able to work a flexible schedule including weekends, evenings and holidays. Must have manual dexterity and coordination to operate office equipment including computers, telephone/headset, etc.   Must be able to work from home 25%-100% of the week.  Must be able to drive to casino properties and events within 2-4 hours (mileage reimbursed).  Must be able to make telephone calls for extended periods (minimum 60+ calls/day).  Must be able to work for long periods of time, under fluorescent lighting.  Must be able to spend most of the day working off computer monitors and operating a keyboard.  Although most of the position will be spent seated at a desk, there will be occasions where the candidate must be able to remain on one’s feet for long periods of time, and/or walk for long distances.  Must be able to travel by personal vehicle (reimbursed) in the region 1-3 days per week and travel by air outside of region 1-3 times per year.  

CAESARS RESERVES THE RIGHT TO MAKE CHANGES TO THIS JOB DESCRIPTION WHENEVER NECESSARY.