Host Ambassador

The Host Ambassador assist in managing all aspects of the customer journey while on property, simultaneously coordinating with the property’s Executive Host Team on pre and post trip planning. Your overarching purpose in this role will be delighting our guests, exceeding their expectations through gracious, enthusiastic, and personalized service. 

As a member of this team, you will be the first line of contact with the property’s very best guests. 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 this team will operate in a highly collaborative way and should have sharply honed interpersonal skills, inspire confidence, and exude authenticity with regards to both guest and team interactions. 

• Must be at least 21 years old or older 
• Experience in Marketing, Customer Service or related field. 
• 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 excellent customer service skills
• Must have a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences
• Excellent networking abilities
• Confidentiality is a must
• Must present a well-groomed professional appearance
• Must be able to listen and respond to visual and aural cues
• Must have excellent oral and written communication skills
• Must be able to stand/walk/sit for extended period of time
• May be exposed to working in a noisy, smoke/secondary smoke environment

ADDITIONAL REQUIREMENTS

• Ability to push and pull up to 50 pounds
• Ability to lift and carry objects up to 30 pounds
• Ascend and descend stairs and maintain equilibrium for an extended period
• Must be able to work from a standing position and/or walking motion for extended period
• Ability to work in a smoking and pet-friendly environment

• Maintains close ties with guests on the gaming floor and participates in planning, coordinating, and executing promotions and social functions.
• Proactively identifies and resolves service failures, taking immediate action to resolve service gaps and cement player loyalty and intent to return.
• Anticipates, responds to, and consistently meets or exceeds the needs of guests including, but not limited to, transportation and accommodation arrangements.
• Coordination as needed with the Executive Host team to lead to successful delivery of pre-trip itinerary; leveraging partnerships throughout the property (Gaming, Hotel, Food & Beverage, etc.) to maximize smooth, high end service delivery.
• Handles difficult situations in a calm, professional and prudent manner.
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
• Responds to and consistently meets the needs of internal clients.
• Supports and cultivates new ideas and methods to deliver business solutions.
• Identifies ways to increase efficiencies or improve product or service.
• 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. 
• Stays up to date with the latest developments in the industry, current market trends and all on-property and competitor events.
• Develops skills to handle increasingly complex matters. 
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy. 
• Politely gives consistent, timely and accurate information and finds answer when unsure.
• All other duties as assigned.