Resort Host II, Membership Services

Resorts World Las Vegas


Job Description
Overview: The Membership Services Resort/Casino Host II will develop and maintain relationships with targeted gaming/non-gaming resort patrons through personal contact in order to generate incremental revenues. The ideal candidate for this position should have a passion for meeting and servicing gaming/non-gaming resort guests. Job Duties: Core Job Responsibilities:At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company and that all will adhere to our five core non-negotiable responsibilities.Everyone is an Ambassador No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, theenvironment is clean, and every guest gets what they need.Everyone works in Safety If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.Everyone works in Security If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.Everyone works in EVS If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.Everyone works in Guest Experience If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.Primary Job Duties Includes, but is not limited to:Handle all aspects of the guests visit (book spa, dining, in-room dining amenities, ground transportation, cabanas, hotel rooms, establish casino credit, oversee folio check-out, etc.) for guests.Cultivate and identify patrons with incremental spend throughout the resort.Strive to achieve and exceed goals and metrics/objectives.Educate and assist resort patrons on all gaming and non-gaming offerings throughout the resort.Effectively handle guest complaints and discrepancies in an efficient and courteous manner.Interact with players in person on property, as well as via telephone, e-mail, text message, and written correspondence.Provide information to team and property leadership related to guest feedback, suggestions, concerns or issues.Develops relationships with VIP players to grow player base and increase company revenues by assuring customer retention and increase trip frequency.Makes decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability, and customer profitability.Establishes a direct line of communication with all service departments for the purpose of caring for high-value players.Exhibits a friendly, helpful, and courteous manner when dealing with peers, customers, and support departments.Provides professional representation on behalf of the company at internal and external meetings and events.Prepare and submit on-time reports on activities as directed.Safeguard the confidential nature of all departmental and company records.Adhere with Resorts World Las Vegas policies and procedures as well as Title 31 compliance requirements.Create an environment that fosters guest loyalty, increases frequency of visitation and grows incremental gaming/non-gaming revenue in a non-coding environment.Ensure that required licensing is maintained & updated.Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc. Other duties as assigned. Qualifications: Required:At least three years of Resort Marketing or premium customer service experience.Working knowledge of Microsoft Applications.Existing following of mass premium and high-end patrons.Ability to work varied shifts, including nights, weekends and holidays.Ability to effectively communicate in English. Polished appearance and demeanor.Excellent customer service skills.Ability to obtain and maintain full knowledge and understanding of company and department rules and regulations, policies and procedures. At least 21 years of age.Preferred:At least five years of previous casino host expereince in a similar luxury resrot setting.Previous experience working in a large, luxury resort setting.
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