VIP Service Ambassador-FT (Harrah's Pompano Beach)

ESSENTIAL DUTIES & RESPONSIBILITIES

As a team member of the Player Development team, the VIP Service Ambassador will help manage all aspects of the customer’s journey while on property, simultaneously coordinating with Player Development team members on pre-trip and post-trip planning. The VIP Service Ambassador will constantly strive to delight our guests; exceeding their expectations through gracious, enthusiastic, and personalized service. Candidates should have sharply honed interpersonal skills; inspire confidence and exude authenticity with regard to both guest and team interactions.  They should also have a passion for business development and sales, as helping grow VIP business will be one of their primary duties.

• Proactively greet guests on Casino Floor and High Limit gaming spaces (where assigned).

• Proactively pursue business leads given to them by leader by using all forms of communication (phone, text, email, floor meet).

• Address department surveys as assigned by leader.

• Attend off-property-marketing events and be a representative for Player Development.

• Plan and execute Player Development events and special promotions.

• 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 Host Desk, Executive Host team and employees throughout property (e.g. Cage, Gaming, 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.

• Utilize WiNet, CMS, and Casino systems to extract/enter data for required information.

• Utilize player-rating system for comp worth determination.

• 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.

• Finds new customers based on criteria established by property leadership.

• Acts as Host on Duty when needed.

• Teamwork: 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. 

• Works in different areas of Casino Marketing such as the High Limit, Host Desk or areas whenever scheduled and/or needed.

• Confidentiality/Integrity:  Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances.

• Maintains confidentiality of all player accounts. 

• Maintains security and confidentiality of files, records and lists. 

Operating Principles:

• Ensure at all times operating principles are being adhered to: Clean – Keep all areas clean and pristine; Safe – Follow all safety policies and procedures; Friendly – Use customer courtesy skills of Family Style Service to provide superior guest service; Fun – Be interactive with all internal and external guests while maintaining professional standards.

Tools and Technology:

• Use of computer station, Microsoft office software, casino tracking programs (CMS, AS400), hand-held radio, telephone and PBX system, voicemail, fax, copier and promotional equipment.

Licensure:

• Must be able to obtain and maintain a 1055 Slot/Cardroom/Pari-Mutuel Individual Combo License.  Must be at least 21 years of age.  Three (3) years of tax returns required.

QUALIFICATIONS

• 2 to 4 years’ experience casino/hotel, customer service, host or other account management experience (or comparable experience).
• At least 2 years of sales experience
• High School Diploma or equivalent required
• 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.
• Must have knowledge of Microsoft Word, Excel, Outlook and Access programs
• Must have basic and/or proficient computer knowledge including typing skills
• 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 and be able to respond calmly when handling guest conflict.
• Must present well-groomed professional appearance.
• Must be able to listen and respond to visual and aural cues.  
• Must be willing able to work different hours or shifts when needed.

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 DEMANDS AND WORK ENVIRONMENT

• The physical demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions 

Physical Demands:

• Required to walk and stand for entire shift; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear; and lift up to 35 pounds, with assistance.  Must also frequently bend, crouch, or stoop.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

• A casino environment exposed to bright flashing lights, noise, smoke and varied temperatures. Use of elevator and stairs.  May also work in a banquet/showroom environment with varied noise levels and temperatures, wet areas, and exposure to low-level lights.

The statements herein are intended to describe the general nature and level of work being performed and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at any time due to reasonable accommodation, business demand or the request of management.  I attest that I have read and understand the job description and am able to perform all the job responsibilities described herein.  I will notify Human Resources should this change.