Hard Rock Hotel & Casino Bristol · 1 day ago
HOST - VIP
Bristol, VA
Full-time
Onsite
Entry Level
1+ years expHard Rock Hotel & Casino Bristol is seeking a VIP Sales Host to manage all aspects of a guest journey while on property. The role involves providing exceptional customer service, coordinating with various teams, and ensuring guest satisfaction through personalized interactions.
Hospitality
Responsibilities
Executes phone calls daily to help drive a targeted segment of guests to the property. 80% of the role will be phone sales. Team Members will be required to meet call goals set by Management
Proactively greets guests on the casino floor and participates in social events and special promotions when asked by Management
Uses sound judgment and makes decisions in accordance with established comp and expense guidelines. This role will assist with Players Club (Unity) and Promotions when asked by Management
This role will assist the Executive Host Team with tasks such as booking hotel rooms, securing amenities for high-worth guests, confirmation calls and other duties as assigned by Management
Handles difficult guest situations in a calm, professional and prudent manner
Maintains close ties with guests to facilitate 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 the Casino Marketing teams (Player Development, Account Development and Inside Sales) as well as team members throughout property (e.g., Cash Cage, Gaming, Food & Beverage, Transportation) 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
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
Must be knowledgeable of all events/promotions/etc. 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 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
Performs work regularly and adheres to all Virginia Lottery Regulations
Qualification
Required
High school diploma or equivalent
Must have excellent guest service skills
Must obtain and maintain all licenses and certifications per Federal, State, and Virginia Lottery
Must successfully pass background check
Must successfully pass drug screening
Must be twenty-one (21) years of age
Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours
Ability to communicate effectively with guests in English, in a polished and professional manner
Ability to analyze and solve problems efficiently
Ability to use customer point-of-service systems proficiently
Ability to plan trip logistics and take care of guests with strong attention to detail
Ability to ensure end-to-end customer experiences using a systematic and process-oriented mindset
Commitment to routinely go above and beyond in the accomplishment of position
Ability to think independently and make real-time decisions to improve guest experiences and program profitability
Ability to maintain highest level of professionalism and confidentiality
Ability to manage time effectively and perform multiple tasks simultaneously
Preferred
Previous experience in call center or in a similar position
One or more years' experience casino/hotel, customer service, host or other account management experience (or comparable experience)
Company
Hard Rock Hotel & Casino Bristol
The all new Hard Rock Hotel & Casino Bristol features the latest in live music and entertainment, hospitality, world-class gaming and exceptional cuisine.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase