VIP Hospitality Host I

Executive Host I:

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 team will work to resolve customer issues using a rich set of tools which include real time customer data and alert systems. Members of this team will operate in a highly collaborative way and will deliver on JACK’s service promise, while be held accountable for all service opportunities that may arise.

Essential Functions

• Greets guests in the Racino and participates in social events and special promotions


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


• 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 Account Development team, New Business Team and employees throughout property (e.g. Credit, Gaming, Hotel, Food & Beverage, Transportation) to create successful delivery of pre-trip itinerary


• 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


• Finds new customers based on criteria established by property leadership


• 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

PERKS AND BENEFITS FOR BEING A TEAM MEMBER AT JACK:

• Medical, Prescription Drug, Dental, and Vision Coverage


• Life and Disability Insurance


• Free Parking


• Generous Paid Time Off Plan


• Discounted Team Member Meals


• Education Assistance up to $3,600 a year


• 401(k) Savings Plan and Match


• Health and Safety Mandates Strictly Enforced

Knowledge, Skills & Abilities

• 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. 

Education and Experience

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

Required Certification/License

• Must be able to obtain an Ohio Lottery Commission gaming license.