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Hard Rock Hotel And Casinoposted 6 months ago
Full-time • Entry Level
Bristol, VA
Accommodation
About the position
The VIP Sales Host is a key member of the Casino Marketing Team, responsible for managing the guest journey on property and coordinating with account development teams for pre-trip and post-trip planning. This role focuses on delivering exceptional guest service through personalized interactions, proactive problem-solving, and collaboration with various teams to enhance guest experiences and loyalty.
Responsibilities
- Execute daily phone calls to drive targeted guests to the property, with 80% of the role focused on phone sales.
- Meet call goals set by management.
- Proactively greet guests on the casino floor and participate in social events and promotions as requested.
- Assist with Players Club (Unity) and Promotions when needed.
- Support the Executive Host Team with tasks such as booking hotel rooms and securing amenities for high-worth guests.
- Handle difficult guest situations professionally and calmly.
- Maintain close ties with guests to facilitate loyalty and anticipate their needs.
- Coordinate seamlessly with Casino Marketing teams and other property teams to deliver pre-trip itineraries.
- Identify and resolve service failures promptly to enhance player loyalty.
- Comply with all applicable rules, regulations, and company policies, maintaining integrity and honesty.
- Communicate programs and services clearly to relevant parties and keep them informed of changes.
- Track existing products/services and progress on new initiatives.
- Stay updated on events and promotions on property and in the market.
Requirements
- High school diploma or equivalent.
- Previous experience in a call center or similar position preferred.
- Excellent guest service skills.
- One or more years of experience in casino/hotel, customer service, host, or account management preferred.
- Ability to communicate effectively in English in a polished and professional manner.
- Strong problem-solving skills and attention to detail.
Nice-to-haves
- Experience in the casino or hospitality industry.
- Familiarity with customer point-of-service systems.
Benefits
- Flexible scheduling options.
- Opportunities for professional development and training.
