Executive Host I:The ideal candidate for this position will possess inherent customer service skills, a passion for customer care, and a commitment to proactive service and recovery as necessary. Members of the VIP Hospitality team will work to resolve customer issues using a rich set of tools which include real time customer data and alert systems. Members of this team will operate in a highly collaborative way and will deliver on JACK's service promise, while be held accountable for all service opportunities that may arise.Essential Functions
- Greets guests in the Racino and participates in social events and special promotions
- Uses sound judgment and makes decisions in accordance with established comp and expense guidelines
- 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 Account Development team, New Business Team and employees throughout property (e.g. Credit, Gaming, Hotel, 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 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
PERKS AND BENEFITS FOR BEING A TEAM MEMBER AT JACK:
- Medical, Prescription Drug, Dental, and Vision Coverage
- Life and Disability Insurance
- Free Parking
- Generous Paid Time Off Plan
- Discounted Team Member Meals
- Education Assistance up to $3,600 a year
- 401(k) Savings Plan and Match
- Health and Safety Mandates Strictly Enforced
Knowledge, Skills & Abilities
- 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 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. Multilingual preferred.
Education and Experience
- Three to five years' experience casino/hotel, customer service, host or other account management experience (Luxury service experience preferred).
Required Certification/License
- Must be able to obtain an Ohio Lottery Commission gaming license.