JACK Entertainment · 2 months ago
VIP Host
Cleveland, OH
Full-time
Onsite
Entry, Mid Level
2+ years expJACK Entertainment is a company focused on providing exceptional customer service in the casino industry. The VIP Host role involves exceeding guest expectations through personalized service, resolving customer issues, and enhancing loyalty through proactive engagement and event planning.
Gambling & Casinos
Responsibilities
Greets guests in the Casino and ensures that they are ClubJACK members. If not, actively pursue enrolling them in the ClubJACK loyalty program
Supports the planning, preparation, and execution of VIP events and special promotions
Responsible for applying the guidelines set forth by the Casino Marketing bonus program and meeting the minimum requirements for achieving the established goals and objectives
Uses sound judgment and makes decisions in accordance with established comp and expense guidelines
Handles difficult guest situations in a calm, professional and prudent manner. Tasked with upholding the company’s best interest while maintaining guest satisfaction in a positive manner
Participates in off property events, including hosting VIP guests at sporting and concert venues
Assist by fielding calls and text messages from VIP guests and other team members when not on shift or on their days off
Maintains close ties with customers to create loyalty
Anticipates, responds to, and consistently meets or exceeds the needs of guests including, but not limited to transportation requests, hotel accommodations, restaurant reservations, and other arrangements
Ensure seamless communication with the Executive Host team, and other team members throughout the property who all play key roles in serving our VIP guests, (e.g. ClubJACK, Cage/Credit, Gaming, Food & Beverage, Valet/Parking)
Proactively identifies and resolves service failures, taking immediate action to resolve service gaps and reinforcing player loyalty and intent to return by using comp authority or making exceptions when necessary
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 improve products or services
Clearly communicates programs and services to internal team members, seeks their support and keeps them informed of changes that may impact their area of the business
Keeps track of existing products and services and/or progress on new initiatives
Must be knowledgeable of all happenings on property and in market and stays up to date with the latest developments
Finds and develops new customers based on criteria established by property leadership
Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
Ensures the privacy of VIP guests is respected and always maintained
Understand cultural sensitivities and adapt service accordingly
Provide consistent, polite, timely, and accurate information and service to all guests, taking the initiative to find the answer when unsure
Qualification
Required
Candidates should have sharply honed interpersonal skills
Inherent customer service skills
A passion for customer care
A commitment to proactive service and recovery as necessary
Ability to resolve customer issues using a rich set of tools which include real time customer data and alert systems
Possess an intuitive nature to foresee and resolve customer needs and issues
Operate in a highly collaborative way
Deliver on JACK's service promise
Be held accountable for all service opportunities that may arise
Greets guests in the Casino and ensures that they are ClubJACK members
Actively pursue enrolling guests in the ClubJACK loyalty program if they are not members
Supports the planning, preparation, and execution of VIP events and special promotions
Responsible for applying the guidelines set forth by the Casino Marketing bonus program
Meet the minimum requirements for achieving the established goals and objectives
Uses sound judgment and makes decisions in accordance with established comp and expense guidelines
Handles difficult guest situations in a calm, professional and prudent manner
Participates in off property events, including hosting VIP guests at sporting and concert venues
Assist by fielding calls and text messages from VIP guests and other team members when not on shift or on their days off
Maintains close ties with customers to create loyalty
Anticipates, responds to, and consistently meets or exceeds the needs of guests
Ensure seamless communication with the Executive Host team and other team members throughout the property
Proactively identifies and resolves service failures
Fully complies with all applicable rules, regulations, laws and policies
Identifies ways to increase efficiencies and improve products or services
Clearly communicates programs and services to internal team members
Keeps track of existing products and services and/or progress on new initiatives
Must be knowledgeable of all happenings on property and in market
Finds and develops new customers based on criteria established by property leadership
Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
Ensures the privacy of VIP guests is respected and always maintained
Understand cultural sensitivities and adapt service accordingly
Provide consistent, polite, timely, and accurate information and service to all guests
Must be able to work independently
Must be able to sit, stand or walk for long periods of time (8 hours)
Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator
Must be able to lift and carry up to 50 lbs.; and can push, pull, reach, bend, twist, stoop and kneel
Respond to visual and aural cues
Must have the manual dexterity to operate a computer and other necessary office equipment
Must be able to tolerate areas containing dust, loud noises and bright lights
Must be able to work varied shifts, weekends and holidays as needed
Ability to simultaneously manage several projects and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives
Ability to speak distinctly and persuasively
Must be able to read, write, speak, and understand English
Must be able to work in an environment where guests are smoking
Two to three years' experience casino/hotel, customer service, host or other business development or account management experience
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 mind-set 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
Must be 21 years of age
Ability to obtain, and maintain a Gaming Occupational License within the State of Ohio
Preferred
Luxury service experience preferred
Multilingual preferred
Company
JACK Entertainment
JACK Entertainment is the home of JACK Cleveland Casino, JACK Thistledown Racino, and betJACK.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mark Dunkeson
Chief Executive Officer
Van Baltz
SVP & Chief Information Officer
Company data provided by crunchbase