Casino Marketing Service Ambassador – Full Time (Planet Hollywood LV)

GRADE: TBD

DEPARTMENT: Casino Marketing

REPORTS TO: Casino Marketing Leadership

PAY TYPE: EXEMPT

The ideal candidate for this position will possess inherent customer service skills, a passion for customer care, and a commitment to proactive service and recovery as necessary. Members of the VIP Hospitality Host team will work to resolve customer issues using a rich set of tools which include real time customer data. Members of this team will operate in a highly collaborative way and will deliver on Caesars service promise, while be held accountable for all service opportunities that may arise.

This core group will consist of, but not limited to, VIP guests: Inside Sales, Digital, non-Las Vegas dominant guests whose worth level does not qualify for Executive Hosts.

ESSENTIAL JOB FUNCTIONS:

• Proactively greet guests in VIP check-in and High Limit gaming spaces (where assigned)

• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines

• Fully empowered with comp authority

• Handles difficult guests and situations in a calm, professional and prudent manner

• Maintains close ties with customers to engender loyalty

• Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements

• Seamless coordination with VIP Check-in, Executive Host team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to deliver a superior customer experience.

• Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions

• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty

• Identifies ways to increase efficiencies and to improve products or services

• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business

• Keeps track of existing products/services and/or progress on new initiatives

• Must be knowledgeable of all happenings on property and in market

• Stays up to date with the latest developments in both the local market and industry

• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy

• Gives consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure

QUALIFICATIONS:

• Three to five years experience casino/hotel, customer service, host or other account management experience (Luxury service experience preferred).

• Ability to think independently in making decisions to maximize customer service experience and program profitability

• Ability to effectively manage time and perform multiple tasks simultaneously.

• Must be proficient with customer Point-of-Service systems

• Excellent interpersonal, communication, problem solving, and analytical skills required.

• Must have a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences.

• Strong attention to detail with both trip logistics and customers

• Must have excellent customer service skills.

• Must present well-groomed professional appearance.

• Must be able to listen and respond to visual and aural cues. Multilingual preferred.

CRITICAL COMPETENCIES:

Approachable: Spends the extra effort to put others at ease. An exceptional listener who is gracious, sensitive and patient.

Initiative: Create and seize opportunities to win, even when faced with ambiguity. True passion for results.

Interpersonal Savvy: Builds rapport quickly by listening, sharing, understanding and comforting.

Outside In: Obsessed with exceeding customer expectations. Passionate about service improvements.

Self-Assurance: Confident in ability to meet goals.

Composure: cool under pressure; doesn’t show frustration or become defensive when faced with challenging or stressful situations; not knocked off balance by the unexpected; a settling influence with others.

Planning Agility: sees ahead to prepare competitive strategies and plans; accurately scopes & plans tasks; sets clear goals and evaluates personal performance against results; anticipates future challenges and adjusts for roadblocks.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be able to continuously maneuver around office.
• Must be able to move quickly around property.
• Must be able to bend, crouch, kneel, twist and work at a desk.
• Responds to visual and aural cues.
• Must be able to work independently and proven to be self-motivated.
• Must be able to speak, read, write and understand English.
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must be able to respond calmly and make rational decisions when handling guest’s needs.
• Must be able to tolerate areas containing second hand smoke.

DIRECTLY SUPERVISES (PLEASE LIST POSITION TITLES): Not Applicable

INFORMATION PROVIDED BY:

FLSA: Exempt (Salary): Non-Exempt (Hourly):

Property Code:

Multi-Property: Dual Rate:

Bonus Plan: MGNT CSA Other

License(s) Type:

EEOC Code:

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

About us

With 2,500 beautifully designed guest rooms and suites showcasing some of the best views in town, Planet Hollywood encompasses more than 100,000 square-feet of gaming, several lounges, various restaurants including Gordon Ramsay BurGR. Join our team, where our mission is to “Inspire Grown Ups to Play!”

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

The below statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position.

The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

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