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Caesars Entertainment · 3 months ago

Customer Development Host Asian

Chester, PA

Full-time

Onsite

Mid, Senior Level

3+ years exp

Caesars Entertainment is a leading company in the gaming and hospitality industry, seeking a Customer Development Host to enhance guest satisfaction and drive revenue. The role involves booking guest accommodations, resolving service issues, and building relationships with target guests to promote property amenities and special events.

Food and Beverage

Responsibilities

Responsible for flawlessly booking all guest trip accommodations i.e. special event reservations, restaurant reservations, shows, hotel, transportation, special amenities, etc

Handles and resolves player problems or service issues that may arise from time to time

Maintain goodwill with all guests

Ensures guests are aware of all property special events and promotions, and supports execution of special events and promotions through attendance

Continuously serves as a customer listening post, ensuring that all customer feedback is properly recorded and forwarded to the appropriate manager to ensure that all service and marketing programs are functioning as designed

Actively seeks out target players while customer is on property and takes appropriate steps to ensure that new or infrequent guests are properly introduced to our product, Total Rewards program and/or direct mail programs

Builds relationships with target guests through the flawless execution of the VIP contact strategy

Ensures proactive and ongoing communications with target guests through outbound phone, face to face meetings, emails and letters

Sells and promotes to guests all pertinent offers, property amenities, special events and promotions that may result in a visit to the property

Drives revenue and profits from target guests to achieve stated goals

Has Complimentary privileges within prescribed limits in accordance with the approve comp matrix

Complies with all state and local regulatory requirements

Represents the company at external functions and/or related functions, always maintaining a profession demeanor

Flawlessly plans, schedules and makes arrangements for targeted guests on cross-brand or cross-property trips

Leverages property amenities/marketing programs to targeted players to drive loyalty and annual revenue

Uses all systems (CMS, PCS, LMS, EMS and the like) for the purpose of tracking complimentary items, guest contacts and event reservations

Maintains a clear understanding of the programs performance against stated and approved goals and seeks support from their manager on tactics on how to correct any downward turns in business

Maintains a very comprehensive understanding of the competitive environment within our market and can promote and explain the service/marketing elements that differentiate Harrahs from the competition

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

Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances

Maintains confidentially of all player accounts and/or property/company proprietary information

Maintains security and confidentiality of files records and lists, and adheres to all gaming board regulations and all property internal controls

Consistently demonstrates superior customer service skills to external and internal guests by displaying Spotlight on Success behaviors and FOCUS skills

Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next

Utilizes smiles and frequent eye contact and friendly tone of voice to project warmth and friendliness

Creates an atmosphere of luck and celebrates customer wins

Is ready to serve and well informed of daily facility hours of operation, promotional programs and any other relevant valuable guest information; builds relationships by greeting guests with a warm, friendly verbal greeting

Anticipates needs of the guest and provides fast, flawless service

Executes all service programs to assure prioritization of service to very best guests

Checks for satisfaction and properly uses the Service Recovery process to resolve problems when they exist

Promotes Total Rewards programs and Total Rewards registration and membership

Provides a warm farewell and thanks guests for visiting

Promotes Harrah's and always projects Harrah's in a positive light to guests

Qualification

Customer serviceCasino Operations experienceCommunication skillsDegreePC skillsSales experienceEnglish proficiencyTeamworkProblem-solvingOrganizational skills

Required

Bachelor's degree in Business Administration, Marketing or equivalent required

Outstanding communication and organization skills required

Undergoes pre-employment screening and selection process

Must pass training tests or sessions required to execute job responsibilities

Must have a minimum of three (3) years in a supervisory capacity with customer related service or three (3) years experience in Casino Operations, Casino Marketing, Player Development or industry sales experience with assigned accounts and service standards

Must have PC skills

Must meet all relevant regulatory requirements

Agrees to sign non-disclosure agreement and pass drug test contingent upon job offer

Will be required to sign a non-compete agreement

Must be able to speak, read, write and understand English

Must be able to work independently with minimal supervision

Must be able to respond calmly and make rational decision when handling customer needs and concerns

Must be able to work in areas containing second hand smoke

Must be able to work in a noisy environment

Must be available to work a flexible schedule

Must have physical ability to walk 5+ miles during work day

Must be able to work long hours on telemarketing calls