JACK Entertainment · 13 hours ago
VIP Host
Cleveland, OH
Full-time
Onsite
Entry Level
1+ years expJACK Entertainment is a prominent player in the casino industry, and they are seeking a VIP Host to enhance the customer experience for their ClubJACK members. The VIP Host will be responsible for managing relationships with VIP guests, ensuring exceptional service, and coordinating with various teams to meet the needs of guests.
CasinoGamblingHospitality
Responsibilities
Greets guests in the Casino and ensures that they are ClubJACK members. If not, actively pursue enrolling them in the ClubJACK loyalty program
Effectively performs the tasks assigned to meet and exceed required performance goals and objectives
Maintains relationships with VIP guests through personal contact by whatever means of communication possible and in person with the goal of increasing the frequency of their business
Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with the highest levels of integrity and honesty
Anticipates, responds to and consistently meets or exceeds the needs of our guests and other team members
Supports and cultivates new ideas and methods to deliver business solutions that serve to build loyalty amongst our high-valued VIP guests and others with the potential to achieve that status
Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
Responsible for working effectively as a collaborative team player
Proactively greets guests on the casino floor and supports the planning, preparation, and execution of VIP 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 while ensuring that the outcome of those situations leaves our guests with a feeling of satisfaction and enhanced loyalty
Provides assistance to VIP guests and other team members by fielding calls and text messages when not on shift or on their days off
Anticipates, responds to and consistently meets or exceeds the needs of guests while ensuring all actions align with the company’s business needs, profitability, practices, and procedures
Provides seamless coordination within the Casino Marketing team, as well as with team members throughout property (e.g. Cage, Slots, Food & Beverage, etc.) to fulfil VIP guest needs and ensure a pleasant gaming experience, regardless of which areas of our business those guests may choose to patronize
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 and within allowable guidelines
Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
Must be knowledgeable of all events, promotions, programs, on property and for which their VIP guests may qualify or participate
Finds and develops new customers based on criteria established by property leadership
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; inspire confidence and exude authenticity with both guests and team member interactions
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
VIP Hosts work to resolve customer issues using a rich set of tools which include real time customer data and alert systems
VIP Hosts must possess an intuitive nature to foresee and resolve customer needs and issues
It is essential that VIP Hosts operate in a highly collaborative way and deliver on JACK's service promise, while being held accountable for all service opportunities that may arise
Greets guests in the Casino and ensures that they are ClubJACK members. If not, actively pursue enrolling them in the ClubJACK loyalty program
Effectively performs the tasks assigned to meet and exceed required performance goals and objectives
Maintains relationships with VIP guests through personal contact by whatever means of communication possible and in person with the goal of increasing the frequency of their business
Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with the highest levels of integrity and honesty
Anticipates, responds to and consistently meets or exceeds the needs of our guests and other team members
Supports and cultivates new ideas and methods to deliver business solutions that serve to build loyalty amongst our high-valued VIP guests and others with the potential to achieve that status
Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy
Responsible for working effectively as a collaborative team player
Proactively greets guests on the casino floor and supports the planning, preparation, and execution of VIP 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 while ensuring that the outcome of those situations leaves our guests with a feeling of satisfaction and enhanced loyalty
Provides assistance to VIP guests and other team members by fielding calls and text messages when not on shift or on their days off
Anticipates, responds to and consistently meets or exceeds the needs of guests while ensuring all actions align with the company's business needs, profitability, practices, and procedures
Provides seamless coordination within the Casino Marketing team, as well as with team members throughout property (e.g. Cage, Slots, Food & Beverage, etc.) to fulfil VIP guest needs and ensure a pleasant gaming experience, regardless of which areas of our business those guests may choose to patronize
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 and within allowable guidelines
Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
Must be knowledgeable of all events, promotions, programs, on property and for which their VIP guests may qualify or participate
Finds and develops new customers based on criteria established by property leadership
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
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 respond calmly and make rational decisions when handling employee conflicts
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
One or more years' experience casino/hotel, customer service, host, business development or other account management experience (or comparable 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 a Gaming Occupational License within the State of Ohio
Preferred
Multilingual preferred but not required
Company
JACK Entertainment
JACK Entertainment is a gambling company that offers casino and racino games and dining.
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