VIP Sports In-Market Executive Host - Las Vegas, United States - Caesars Entertainment

Description

JOB SUMMARY:

The In-Market Executive Host acts as a regional Host, driving incremental business from existing players and new business by supporting regional events and building relationships with Caesars producers. In this highly incentivized role, you will develop strategic relationships with guests by having a comprehensive understanding of all facets of mobile sports betting, gaming systems, brick and mortar casino, and sales. VIP Sports In-Market Executive Host will display a strong understanding of the Caesars Sales and Service model, drive loyalty, and increase wallet share from customers by influencing incremental play on the app. The ideal candidate for this position will possess previous Hosting experience, a passion for engaging players in all parts of our business, and an entrepreneurial spirit to build a personal brand. You understand sports betting and casino industries are not operated on office hours and will be flexible hosting and supporting players as they play in the app and visit properties and events. You will constantly strive to exceed sales targets, working with both Digital and Brick and Mortar partners to sell the Caesars Rewards experience.

DIRECTLY SUPERVISES (PLEASE LIST POSITION TITLES): None

ESSENTIAL JOB FUNCTIONS:

Sales

Seeks new players to Digital by actively promoting on our properties, at in-market events, and sourcing from the local area.

Proactively reaches out to guests that show a likelihood to elevate their play to a VIP level with additional promotions and offers.

Manages all aspects of guest's account for Digital play and cross-market sales opportunities.

Responsible for developing and maintaining sourced guests through personal outreach, email, telemarketing, and texts leveraging available technology.

Actively participates in all department and company initiatives to drive sales and revenue.

Demonstrates a willingness to teach, mentor, train and share information with digital and on-property teams.

Develops skills to handle increasingly complex matters of sports betting reinvestment.

Can multitask and prioritize in a fast-paced environment.

Works with department leadership and colleagues to develop VIP strategies that maximize revenue, wallet share, and retention.

Service

Constantly strives to delight our guests and exceeds expectations through gracious, enthusiastic and personalized service.

Hosts guests at social events, sporting venues, and special promotions, as applicable.

Handles difficult situations in a calm, professional and prudent manner.

Assists guests with troubleshooting accounts, initiating or closing wagers, account funding or withdraws, and additional customer service-type questions.

Anticipates, responds to and consistently meets or exceeds the needs of players including transportation and accommodation arrangements for on-property visits and/or social events.

Communication

Gives consistent, polite, timely, and accurate information and service to all guests and co-workers; taking the initiative to find the answer when unsure.

Manages VIP guests in one-on-one communications in addition to VIP group settings as applicable.

Uses available technology and resources, including Textline, Team, Slack, RingCentral, Salesforces, emails, and cell phones, to ensure all guests are receiving VIP treatment inside and outside of standard business hours.

Coordinates with internal and external business stakeholders including Player Support, Caesars Rewards team, VIP Leaders, Marketing Technology/IT managers, software platform vendors, and analytics team members to advance VIP efforts.

Communicates successes and challenges on a regular and on-going basis to direct supervisor.

Strategy & Innovation

Brainstorms and helps create new VIP promotions and initiatives to enhance the value of the VIP program producing measurable financial results from VIP guest base.

Analyzes and evaluates existing service delivery systems and collaborates with other departments to improve the guest experience.

Daily, weekly and monthly VIP guest activity monitoring and reporting including wagering, revenue, win/loss and guest generosity levels.

Responds to daily reporting identifying movement in coded population including incliners, decliners, defectors, and funding changes with personal outreach and VIP offers.

Identifies ways to increase efficiencies and to improve products or services.

Integrity & Compliance

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 Ethics, policies, procedures, industry regulations, department goals and business strategy.

Coordinates with Compliance, Responsible Gaming, and other Risk Management team members as needed on guest claims and disputes to resolve conflicts.

EDUCATION AND EXPERIENCE:

Three+ years of experience in sales, casino and/or loyalty marketing.

Salesforce (SMART), CMS, Tableau, and MS Office experience preferred.

College degree preferred.

Strong sales, project management, customer service, special events, and analytical skills a plus.

QUALIFICATIONS:

High level of energy, enthusiasm, and passion for improving the player experience and relentless in the pursuit of getting results.

Upbeat, positive and charismatic.

Extensive knowledge of sports betting, sports, teams, players and leagues required.

Excellent communication and organization skills are required.

Ability to effectively manage time and perform multiple tasks simultaneously.

Able to overcome resistance to change and influence people.

Able to communicate effectively at all levels of organization and see things through the eyes of the guest.

Must be able to obtain gaming licenses in all digital jurisdictions as needed.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

Must have manual dexterity and coordination to operate office equipment including computers, telephone/headset, etc.

Must be able to work from home 25%-100% of the week.

Must be able to drive to casino properties and events within 2-4 hours (mileage reimbursed).

Must be able to make telephone calls for extended periods (minimum 60+ calls/day).

Must be able to lift up to 15 pounds.

Must be able to tolerate areas containing secondhand smoke.

Must be able to work for long periods of time, under fluorescent lighting.

Must be able to work at a desk, for most of the day, in a seated position.

Must be able to spend most of the day working off computer monitors and operating a keyboard.

Although most of the position will be spent seated at a desk, there will be occasions where the candidate must be able to remain on one's feet for long periods of time, and/or walk for long distances.

Must be able to travel by personal vehicle (reimbursed) in the region 1-3 days per week and travel by air outside of region 1-3 times per year.