• Proactively greet guests in VIP check-in and High Limit gaming spaces (where assigned) • Issues complementaries in accordance with established comping guidelines. • Gives consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure. • Position is designated as Atlantic City Operations for cross-property marketing purposes. Starting Salary $50,000.000 • 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 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. • 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. • Stays up to date with the latest developments in both the local market and industry • Must be knowledgeable of all happenings on property and in market • Keeps track of existing products/services and/or progress on new initiatives. • Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty. • Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy Three to five years’ experience casino/hotel, customer service, host or other account management experience (Luxury service experience preferred). Multilingual preferred. • Excellent interpersonal, communication, problem solving, and analytical skills required. • Must present well-groomed professional appearance. • 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 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 be able to listen and respond to visual and aural cues. CER License is required 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, MENTAL AND ENVIRONMENTAL DEMANDS • 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. • Responds to visual and aural cues. • Must be able to work independently and proven to be self-motivated. • Must be able to speak, read, write and understand English. • Must have the manual dexterity to operate a computer and other necessary office equipment. • Must be able to respond calmly and make rational decisions when handling guest’s needs. • Must be able to tolerate areas containing second hand smoke. WORK ENVIRONMENT: Diverse, fast-paced, deadline driven, multi-project coordination, prioritizing and flexing to accommodate last minute requests and changes.