Casino Marketing Service Ambassador

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. 

•  Proactively greet guests in VIP check-in and High Limit gaming spaces 
•  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 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 
•  Identify 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

• Three to five years’ experience in casino/hotel, customer service, host, or account management roles (luxury service experience preferred).
• Ability to think independently to maximize customer service experience and program profitability.
• Strong time management skills with the ability to manage multiple tasks simultaneously.
• Proficiency with customer Point-of-Service systems.
• Excellent interpersonal, communication, problem-solving, and analytical skills.
• Systematic, process-oriented mindset to ensure seamless end-to-end customer experiences.
• Strong attention to detail in both trip logistics and customer interactions.
• Exceptional customer service skills with a well-groomed, professional appearance.
• Multilingual skills preferred.
• Approachable and personable; an exceptional listener who is gracious, sensitive, and patient.
• Demonstrates initiative and a passion for results, creating and seizing opportunities even in ambiguity.
• Strong interpersonal savvy; builds rapport quickly through listening, understanding, and engagement.
• Customer-focused mindset with a passion for exceeding expectations and improving service.
• Confident and self-assured in achieving goals.
• Maintains composure under pressure; remains calm, resilient, and a stabilizing influence in stressful situations.
• Strong planning agility: effectively scopes and plans tasks, anticipates challenges, and adjusts strategies as needed. 

ADDITIONAL REQUIREMENTS

• 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. 
• Must be able to respond to visual and aural cues. 
• Must be able to speak, read, write and understand English. 
• Must have manual dexterity to operate a computer and other necessary office equipment. 
• Must be able to tolerate areas containing secondhand smoke.