HOST – HOSPITALITY

Overview

POSITION SUMMARY:

Under the direction of the Director of Player Development, the Host – Hospitality uses sales and marketing techniques to build customer loyalty, increase visitation, and generate gaming revenue. The incumbent will actively market to customers through outbound telephone & email communication. Administrative, customer service, sales and systems expertise will be vital in all inner workings of this role.

Responsibilities

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Actively participate in telephone solicitation by executing outbound sales calls to a specified customer group.
• Demonstrate a thorough understanding of Hard Rock Casino Rockford’s offerings and clearly communicate available marketing offers.
• Personalize customer interactions to build rapport and brand loyalty.
• Accurately process customer reservations and provide timely responses to inquiries.
• Assist Player Development Hosts & Marketing to ensure a quality guest experience.
• Take ownership of guest requests and seek assistance if outside the scope of position.
• Must be knowledgeable and provide answers to guests’ questions including, but not limited to, special events on and off property, restaurant information and Hard Rock’s portfolio of properties.
• Proactively communicate guest feedback with management.
• Utilize CMP system to perform guest transactions and administrative functions as needed.
• Demonstrate a willingness to teach, mentor, train and share information with the team.
• Meet pre-determined productivity, quality, and sales targets

NON-ESSENTIAL JOB FUNCTIONS

• Attend seminars when needed.

KNOWLEDGE:

• Procedures, methods, and equipment including computers and applicable software applications such as Microsoft Word, Outlook and Excel.

ABILITY TO:

• Execute sales & marketing strategy as directed by Player Development leadership
• Complete a high volume of outbound sales-oriented telephone calls for an extended period
• Demonstrate strong organizational and time management skills
• Communicate clearly and concisely, both orally and in writing
• Make decisions in the best interest of Hard Rock while positively impacting customer visitation and experience
• Establish and maintain effective working relationships
• Present an image of excitement and enthusiasm for the Hard Rock brand
• Work in a fast-paced, busy, and stressful environment
• Operate various types of office equipment.
• Be flexible to work varying shifts and time schedules as needed.
• Work at a desk for much of the day in a seated position
• Work flexible schedules, including nights, weekends, and holidays
• Comply with state regulations

Qualifications

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

Minimum 2 years of sales experience preferred or an equivalent combination of education and experience in the Casino or Hospitality Industry

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses / certifications per Federal, State, and Illinois Gaming Commission.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must have exceptional guest service skills
• Must have the ability to resolve problems and handle stressful situations
• Must be able to make sound decisions
• Must be ambitious, driven to succeed and possess a passion for the business
• Must be twenty-one (21) years of age.

Additional Details

Hard Rock Casino Rockford is an equal opportunity employer and does not discriminate because of race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, age, disability, or genetic information.

Any job posting or information about careers at Hard Rock Casino Rockford is from 815 Entertainment dba Hard Rock Casino Rockford and you will work for 815 Entertainment as your prospective employer. This means your application is submitted to and reviewed solely by this location, who will make any hiring decisions. If hired, 815 Entertainment dba Hard Rock Casino Rockford will be your employer and is alone responsible for any employment related matters.

Age Requirements

21+

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