VIP Contact Specialist

This candidate will report to the Executive Casino Host Manager and 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.

How You Will Create the Extraordinary

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
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 guests on 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 work-group 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

What You Will Need

B.A. in related field or equivalent work experience
Outstanding communication and organization skills required
Undergoes pre-employment screening and selection process
Must pass training tests or sessions required to execute job responsibilities
Must have a minimum of three (3) years in a supervisory capacity with customer related service or three (3) years experience in Casino Operations, Casino Marketing, Player Development or industry sales experience with assigned accounts and service standards
Must have computer skills
Must meet all relevant regulatory requirements
Will be required to sign a non-compete agreement
Agrees to sign non-disclosure agreement upon job offer
Must be able to speak, read, write and understand English
Must be able to work independently with minimal supervision
Must be able to respond calmly and make rational decision when handling customer needs and concerns
Must be able to work in a noisy environment
Must be available to work a flexible schedule
Must have physical ability to walk 5+ miles during work day
Must be able to work long hours on telemarketing calls
Must be able to change schedule with short notice
Excellent communication skills, both verbal and written
Strong proficiency in Microsoft Office applications
Good organizational skills and attention to detail
Ability to make rational, clear decisions, act quickly and solve problems in a timely manner
Effective Networking skills
Base Salary $60,000
Bi-Weekly Pay Dates
PTO, 401(k), Medical, Dental, Vision, Life & Disability Insurance
Incentive Bonus Program

Job Info

Job Identification 79164
Job Category Sales and Marketing
Locations Horseshoe Baltimore

","

VIP Contact Specialist

This candidate will report to the Executive Casino Host Manager and is responsible for building relationship...","Executive Casino Host",[131],["B","3521728699"],"13 hours ago","/jobs/3521728699-executive-casino-host","Baltimore, MD, United States","/jobs?location=Baltimore%2C+MD%2C+United+States","/jobs?keyword=Executive+Casino+Host",{"_65":66,"_67":132,"_69":133,"_71":134,"_73":135},"Baltimore","Baltimore, MD, United States, 21201","MD","21201",1072,"name","Hearst Television","agency","logo","slug","hearst-television","

Every career with Hearst Television is like a story. How it develops, where it takes you, the milestones you reach along the way – you’ve got a lot to look forward to as your unique career story unfolds. Hearst Television, a subsidiary of Hearst, owns and operates local television and radio stations serving nearly three dozen U.S. cities, reaching 24 million U.S. television households. Through its partnership with nearly all major networks, Hearst Television distributes national content across more than 120 video channels, including programming from ABC, NBC, CBS, CW, MY Net, MeTV, This TV, Estrella, and more. Hearst Television is recognized as one of the industry's premier companies. It has been honored with numerous awards for distinguished journalism and industry innovation, including the Walter Cronkite Award for political journalism, the national Edward R. Murrow Award, the DuPont-Columbia Award, and the George Foster Peabody Award.

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