ESSENTIAL DUTIES AND RESPONSIBILITIESThe following and other duties may be assigned as necessary:- Provide operational oversight to Casino Hosts and Service Hosts- Assist in day-to-day decision making regarding VIP accounts- Mentor and development Casino Hosts and Service Hosts- Execute/facilitate VIP programming and events- Monitor and assist Casino Hosts with achieving telemarketing, event, and productivity goals- Assist in the planning and development of Casino Marketing strategy and events- Provide outstanding personal one-on-one service to the property’s most notable VIP players- Drive and develop incremental and new to business VIP accounts- Facilitate and oversee execution of off-property VIP entertainment, such as professional sporting events, dinners, and theater outings- Champion guest service initiatives for Casino Hosts and Service Hosts- Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.- Devotes significant time being visible and available on the casino floor in order to meet and greet VIP guests during individual visits as well during special events. - Highly knowledgeable of credit procedures, if applicable. Encourages the use of credit and may extend lines of credit when appropriate and permissible by state regulatory law.- Makes decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability.- Utilizes telemarketing, correspondence, referrals, email and events to solicit high value players and grow existing business.- Achieves departmental sales and growth goals.- Develops in-house invitation lists for special events and other significant hosting events.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. - Assists in planning and executing special events and programs to stimulate revenue growth, improve operational costs and enhance customer service levels. - Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks. Completes all Sales Force task requirements in a timely manner. Reviews all monthly metrics with Manager and sets quarterly goals. - Develops and maintains technical skills to maximize use of patron data systems.- Establishes a direct line of communication with all service departments for the purpose of caring for high value players.- Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.- Provides assistance at special events as needed.- Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow hosts.- Provides professional representation on behalf of the Company at internal and external meetings and events.- Ensures interactions with internal and external guests follow the guidelines of customer service program.- Adheres to all Corporate and local policies, procedures, and operating guidelines.- Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.- Performs all other related & compatible duties as assigned.SUPERVISORY RESPONSIBILITIES This job has supervisory responsibilities.- Manages work procedures and expedites workflow.- Provides coaching and counseling to team members.