VIP Host

Job Summary: Handicapping Education effort. Maintain and provide exceptional customer service during all interactions with all Guests. Satisfy guests, seek their feedback and proactively offer additional information and services to them as applicable. Outbound calls are key to this effort.

Essential Functions:

• Extensive customer service interaction with all Guests, including developing relationships to determine their needs and communicate their input.
• Is able to participate in and organize VIP events and interact face-to-face with our highest level of customers.
• Provides quality service, professionalism, friendliness and a genuine enthusiasm.
• Evaluates and extends service based on players worth levels and profitability. 
• Interacts effectively with all departments.
• Initiates a conversation with the guest and proactively offers additional information/services without waiting for the guest to ask.
• Maintains a pleasant and professional demeanor throughout the interaction. 
• Reacts to positive and negative feedback on guest satisfaction.
• Asks guest about the quality of service they have experienced so far and resolves matter if unsatisfied.
• Executes proper telephone etiquette.
• Is able to communicate benefits.

• Performs related duties as assigned.
• Enters data and maintains database of existing customers or potential customers
• Takes proper care that outbound calls do not disturb, annoy, or offend people enrolled in do-not-call lists.
• Reliable attendance and dependability in meeting commitments and deadlines are essential functions of this position.
• Must be available and willing to work flexible schedules, when needed.
• Proficient PC skills.
• Ability to work independently and as part of a team.

Required Skills/Abilities:

• Good keyboard skills and impressive telephone etiquette.
• Able to react effectively and calmly in emergencies.
• Able to maintain customer confidentiality.
• Extensive product knowledge – advanced understanding of pari-mutuel wagering.
• Strong communication, written skills, and interpersonal skills.
• Comfortable with fast paced schedule driven development.

 Education and Experience: 

• Associate’s Degree or equivalent from two-year College or technical school; or one to two years of related customer service/sales experience and/or training; or equivalent combination of education and experience.

Supervisory Responsibilities:  

None

Licenses/Certificates: Ability to be licensed as an Employee by various racing and gaming jurisdictions in which we operate, as required. 

Physical Demands:  The following physical and mental demands are representative of those that an employee must meet to perform the essential functions of this job successfully.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

 While performing the duties of this job, the employee is frequently required to sit, sometimes for prolonged periods, while working at a desk, on the phone, and the computer; type on a computer keyboard; use hands to finger, handle or feel; talk or hear; reach with hands or arms; walk or stand; and perform some repetitive motion activities.

• Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and the ability to adjust focus.
• This position requires working effectively as part of a team and concentrating on various details when faced with interruptions and changing work priorities.
• The mental demands are representative of those that must be met by an employee to successfully perform the essential functions, as described above, including but not limited to: demonstrated ability to anticipate and solve practical problems or resolve issues; reason, calculate figures and amounts; collect, interpret, and analyze complex data and information, and draw valid conclusions; interpret procedures and policies; and meet schedules in a dynamic and sometimes demanding work environment.
• The noise level in this work environment is usually moderate. The work environment characteristics represent those employees encounter while performing this job's essential functions in a typical office environment.
• An employee must meet the physical demands described here to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.