VIP HOST

Description

Position Overview:

The VIP Host is responsible for ensuring that our VIP guests and patrons enjoy a favorable gaming experience, taking care of their needs and providing superior service to all guests and patrons of the Hotel/Casino.  All duties are to be performed within the guidelines of the Mount Airy Casino Resort policies and procedures, Internal Control standards and Pennsylvania Gaming Control Board regulations.

Essential Job Functions:

• Greets VIP Casino patrons and guests and assist them with their needs.
• Ability to issue complimentaries in accordance with the approved comp matrix
• Responsible for maintaining the satisfaction of the VIP guests with special attention to details.
• Handle telemarketing to players to ensure continued relationships with players when necessary.
• Make prudent decisions, within Mount Airy’s guidelines, regarding complimentaries.
• Responsible for keeping high level players informed of special events.
• Participate in property events and promotional activities.
• Monitor and staff the VIP Club to ensure Player needs are met.
• Enroll new potential VIP level customers into the total rewards program and provides the corresponding comps based on company policies and procedures.
• Explains to the guests/patrons the benefits of Player’s Club Membership.
• Cultivates good customer relations to entice incremental trips to the casino from existing customers and build the gaming worth of assigned player base.
• Investigate Player preferences and track for future follow up.
• Acts as ambassador of good will between the customers and the company.
• Settles customer disputes and complaints.
• Perform tasks as assigned during promotion or special events.
• Maintains knowledge of property, hotel, events and promotions to assist with guest inquiries.
• Assists in other projects and handles job tasks as deemed appropriate.
• Attends meetings as necessary.
• Meets attendance guidelines and adheres to regulatory, departmental and company policies.

Qualifications

Essential Requirements:

• Must be able to perform each of the essential functions and responsibilities satisfactorily.
• Must be a minimum 18 years of age or older upon employment.
• High School Diploma or equivalent required; Two years of college or college degree preferred.
• One year of related experience highly preferred.
• Excellent verbal and written communications skills in the English Language required.
• Must possess excellent customer service, organizational, and multi-tasking skills.
• Proficient computer/PC skills, including Microsoft Office and email.
• Strong knowledge of player tracking systems preferred. 
• Ability to maintain composure under all circumstances; ability to maintain the strictest confidence regarding all information regarding Mount Airy and its guests.
• Strong interpersonal qualities a must.
• Flexible to work any scheduled shifts and/or days, including weekends and holidays.
• Ability to perform basic calculations.
• Must be able to be approved for and maintain a valid Pennsylvania Gaming Control Board License.

ADA Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The work environment characteristics described are representative of those an employee encounters while performing the essentials functions of this job.  Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Must be able to stand, walk and move through all property areas.  Must be able to stand or sit for long periods.
• Maintain physical stamina and proper mental state of mind to work under pressure in a fast paced environment and effectively deal with guests, management, employees and members of the business community.
• Adequate manual dexterity to operate office equipment and engage in light lifting.

Other Skills/Abilities:

• Must be able to handle exposure to areas where smoking is permitted.
• Must be able to speak, read, write and understand English.  Must have oral and aural acuity and ability to respond to cues.

Employment is contingent upon a favorable outcome of a background investigation and drug screening.

Mount Airy Casino Resort is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation.