Viejas Casino & Resort, San Diego’s Premier Four Diamond Gaming and Resort destination, is looking for a VIP Host to join our team.
VIP Hosts represent the casino through public relations and marketing efforts to expand and maintain the casino client base, ensuring an excellent guest experience for players.
We are looking for team members who are reliable, outgoing, and who believe that providing great guest service is the key to success.
Viejas Casino and Resort is a proud recipient of the AAA Four Diamond award. The resort features world class gaming with 2,500 slot machines, exciting table games, bingo and off-track betting. Our multiple hotel towers have more than 230 luxury rooms and 190 VIP suites. Viejas Casino and Resort also features a variety of restaurants including the AAA Four Diamond Grove Steakhouse, Baron Long Bar & Grill, Ginger Noodle Bar, the Café, and the Daily Roast. The Viejas Outlet Center features not only shopping but also a Bowling Alley, Arcade, and Southern California’s largest outdoor roller rink.
Viejas recognizes that its team members and their diversity are vital to our success and invite you to join our team.
Viejas offers its team members:
- Health, Dental, and Vision Benefits
- Medical and Dependent Flexible Spending Accounts
- Accident, Critical Illness, and Disability Insurance
- Paid Time Off
- 401(k)
- Employee Assistance Programs
- Career Advancement Opportunities and
- Tuition Reimbursement
CORE SCOPE OF THE VIP HOST POSITION
- Devotes significant time being visible and available on the casino floor in order to meet and greet guests during individual visits as well as during special events.
- Develops relationship and interacts with guests to ensure favorable gaming experience with personalized guest service.
- Provides timely response and resolution on guest inquiries and disputes/issues regarding player’s account, point discrepancies or related while ensuring guest satisfaction.
- Ensures guests receive prompt, efficient, and courteous service.
- Uses sales techniques to identify and cultivate relationships with Viejas players who have V Club cards but not hosted and players without V Club cards.
- Plans and hosts VIP events, parties, promotions, tournaments, and other functions to encourage frequent visits and time spent at casino.
- Develops guest contacts using referrals and pursuing leads as defined by management.
- Actively develops and maintains guest loyalty and incremental visitation through personal contact such as telephone contact, on-property hosting, off-property entertaining, telemarketing, direct mail, and email using available services and promotional opportunities.
- Proactively reestablishes relationship with former VIP guest through marketing program.
- Works closely with casino and slot personnel to determine VIP guests and cater to them.
- Makes appropriate decisions regarding complimentary by evaluating the gaming activity of individual players such as recorded play, earned points, comp availability, and guest profitability.
- Adheres to guest complimentary guidelines as defined by management.
- Maintains all current player accounts by verifying that contact information is accurate to maintain the integrity of the database.
- Learns all facets of the required functions of player tracking system.
- Maintains updated premium player preferences and contact information Via CRM.
- Generates revenue through development of accounts and utilizing current player database.
- Responsible for meeting production goals based on activity of assigned players and marketing effort metrics.
- Keeps current with all promotions and events in the casino, restaurants, outlet centers, and Viejas Enterprises.
- Demonstrates a complete understanding of all slot and table games and the V Club Rewards program.
- Protects company assets and reports any fraudulent activity to Surveillance Department and Management.
- Complies with and follows company and departmental policies and standard operating procedures, applicable governmental laws and regulations.
- Adheres to all hygiene and safety standards. Ensures that a clean, safe, hazard-free work environment is maintained.
- Performs all other duties as assigned.
INTERACTION
- Interacts with guests and peer groups. Acting in a friendly, accepting and genuine manner with guests and others. Maintaining a positive attitude, demonstrating an upbeat, cheerful manner.
- Actively focusing on convincing, persuading, and negotiating in compelling way. Using emotional intensity and energy to build enthusiasm and excitement in oneself and others.
EDUCATION/CERTIFICATION
Required Skills
KNOWLEDGE AND SKILLS
- Excellent verbal, written, and interpersonal communication skills.
- Excellent guest service and organization skills.
- Working knowledge of casino games and operations.
- Working knowledge of Windows, Word, and Excel.
- Working knowledge and understanding of player tracking systems.
- Ability to work in a fast paced, deadline oriented environment.
- Ability to work flexible schedule including evenings, weekends, and holidays.
Required Experience
EXPERIENCE
- 3 or more years of experience working in guest services in a casino environment.
- 3 or more years of experience working in/ with casino marketing, special events, promotions, and etc.