Executive Casino Host

• Coordinate and flawlessly book all guest travel and entertainment accommodations, including special event reservations, restaurant reservations, hotel stays, transportation, shows, and special amenities.
• Foster and maintain positive relationships with guests to ensure exceptional service and guest satisfaction.
• Promote property events, programs, and promotions, ensuring guests are informed and engaged; support the successful execution of events through active participation and attendance.
• Serve as a customer feedback ambassador by actively listening to guests, documenting concerns and suggestions, and communicating feedback to the appropriate leaders to enhance service and marketing initiatives.
• Identify and engage target players while on property, ensuring new and infrequent guests are introduced to the property's amenities, Caesars Rewards program, and direct marketing offers.
• Build and maintain relationships with community leaders and organizations through active involvement and representation within the local community.
• Drive guest loyalty, revenue, and profitability by developing and maintaining strong relationships with targeted guests.
• Issue complimentary services and amenities to qualified guests in accordance with established policies and approved guidelines.
• Comply with all applicable federal, state, local, and gaming regulatory requirements.
• Represent the company at internal and external events while maintaining the highest level of professionalism and integrity.
• Coordinate and execute travel arrangements for targeted guests participating in cross-property or cross-brand visits and experiences.
• Leverage property amenities, promotions, and marketing programs to enhance guest loyalty and increase annual revenue.
• Utilize company systems, including but not limited to CMS, LMS, SMART, and EMS, to accurately track guest contacts, complimentary items, event reservations, and related activities.
• Maintain a comprehensive understanding of performance goals and business results, proactively collaborating with management to address performance challenges and capitalize on growth opportunities.
• Develop and maintain a strong understanding of the competitive market and effectively communicate the unique service and marketing advantages that distinguish Horseshoe from competitors.
• Collaborate with team members and support departments to ensure a seamless and satisfying guest experience.
• Communicate relevant guest and operational information effectively to management and colleagues to ensure consistency and prevent service issues.
• Partner with team members to achieve departmental objectives and organizational goals.
• Uphold the highest standards of courtesy, professionalism, discretion, and confidentiality in all guest interactions and communications.
• Protect the confidentiality of all guest accounts, financial information, and proprietary company information.
• Maintain the security and confidentiality of files, records, and lists while adhering to all gaming regulations and internal controls.
• Consistently deliver exceptional customer service to internal and external guests by demonstrating Caesars Entertainment's Spotlight on Success behaviors.
• Maintain a positive, professional, and enthusiastic attitude that promotes a welcoming guest experience.
• Promote Caesars Rewards membership enrollment and encourage guest participation in loyalty programs.
• Perform all other duties as assigned.

EDUCATION & EXPERIENCE

• Bachelor’s degree in a related field or an equivalent combination of education and relevant work experience.
• Minimum of three (3) years of experience in a supervisory role within a customer service environment, or three (3) years of experience in Casino Operations, Casino Marketing, Player Development, or sales with assigned accounts and established service standards.
• Exceptional communication, interpersonal, and organizational skills.
• Strong computer proficiency, including experience with Microsoft Office applications.
• Successful completion of all pre-employment screening and selection requirements.
• Ability to successfully complete all required training programs, certifications, and assessments.
• Must meet and maintain all applicable gaming, regulatory, and licensing requirements.
• Must be willing to sign a Non-Disclosure Agreement (NDA) and any other required employment agreements.
• Ability to speak, read, write, and understand English fluently.
• Ability to work independently with minimal supervision while maintaining a high level of accountability.
• Demonstrated ability to remain calm under pressure and make sound decisions when resolving guest concerns and service-related issues.
• Ability to work effectively in a fast-paced, high-energy, and occasionally noisy environment.
• Must be available to work a flexible schedule, including nights, weekends, holidays, and special events as needed.
• Ability to walk or stand for extended periods, including walking up to five (5) miles during a workday.
• Ability to conduct outbound guest outreach and telemarketing calls for extended periods.
• Flexibility to adjust work schedules with limited notice based on business needs.

QUALIFICATIONS

• Fluent in English, both written and verbal.
• Excellent verbal and written communication skills.
• Strong proficiency with Microsoft Office Suite and related business applications.
• Strong organizational skills with exceptional attention to detail and accuracy.
• Proven ability to analyze situations, make sound decisions, act decisively, and solve problems in a timely manner.
• Effective networking, relationship-building, and guest engagement skills.
• Ability to establish and maintain positive relationships with guests, colleagues, community partners, and business contacts.
• Strong commitment to professionalism, confidentiality, and exceptional customer service.