Multicultural Executive Host

Caesars Entertainment · Baltimore

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, Caesars Rewards program and/or direct mail programs
Proactively engages community leaders and groups, taking an active participation role in the community
Drives revenue and profits from target guests to achieve stated goals
Provides complimentary services to target guests in accordance with established and approved guidelines
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 guest son cross-brand or cross-property trips
Leverages property amenities/marketing programs to targeted players to drive loyalty and annual revenue
Uses all systems including, but not limited to, CMS, LMS, SMART and EMS, for the purpose of tracking complimentary items, guest contacts and event reservations
Maintains a clear understanding of the program’s 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 Horseshoe from the competition
Collaborates with workgroup 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
Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next
Promotes Caesars Rewards programs and Caesars Rewards registration and membership
·All other duties as assigned

This candidate is responsible for building 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.

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