Asian Casino Host

Hollywood Casino St. Louis • Maryland Heights, MO

1h

About The Position

The Asian Casino Host develops and maintains relationships with Asian-market players to grow the customer base, increase revenue, and encourage customer retention and repeat business. The role attracts and manages customers through regular telemarketing, in-person contact on the casino floor, correspondence, referrals, email, and events. It introduces players to the mychoice program and solicits enrollment, while providing hospitality arrangements and responding to guest requests. The host may encourage credit use and extend credit when appropriate and permitted by law.

The position involves being visible and available on the casino floor, hosting guests during visits and events, addressing guest concerns fairly, and deciding on valuable complimentaries based on recorded play, earned points, availability, and customer profitability. The host monitors assigned players’ activity and profitability, maintains confidential player information, and uses Sales Force (CMS) to record contacts, preferences, tasks, and goals. The role also coordinates with service departments, supports events, meets departmental sales and growth goals, and follows company policies and regulatory requirements.

The role requires fluency in an Asian language or dialect, strong customer service and communication abilities, computer skills, and the ability to handle guest concerns professionally. The work takes place in an environment that is usually moderately to loudly noisy and may contain unrestricted secondhand tobacco smoke. Physical duties include standing, handling objects or controls, reaching, communicating, and lifting or moving items of varying weights.

Requirements

• Must be at least 21 years of age.
• Bachelor’s degree, or at least three years of customer service experience and/or training, or an equivalent combination of education and experience.
• Intermediate computer knowledge, including MS Office (Word, Excel, and Outlook) and Sales Force (CMS).
• Fluency in Mandarin, Cantonese, or another Asian dialect; the language section also specifies Vietnamese, Mandarin Chinese, Cantonese, or another Asian language or dialect.
• Ability to perform basic arithmetic and compute rates, ratios, and percentages, and to draw and interpret bar graphs.
• Ability to present information effectively and respond to questions from managers, clients, customers, and the public.
• Ability to interact with guests, staff, and colleagues and resolve problems and conflicts diplomatically and tactfully.
• Ability to maintain confidentiality and professionalism.
• Ability to write reports and business correspondence.
• Excellent oral and written communication skills.
• Ability to identify problems, collect data, analyze information, and draw valid conclusions.
• Ability to interpret written, oral, and other instructions.
• Ability to read and interpret documents in English and communicate verbally in English; written English communication may also be required.
• Ability to apply commonsense understanding to instructions and handle problems involving several concrete variables in standardized situations.
• Must qualify for licenses and permits required by federal, state, and local regulations.
• Must obtain First Aid/AED certification and successfully complete C.A.R.E or TIPS training.
• Must possess a valid driver’s license and have an acceptable driving history as determined by the company’s auto insurance carrier.
• Must be able to meet the physical demands, including standing, using hands, reaching, talking or hearing, and lifting or moving items up to 50 pounds.

Nice To Haves

• At least one year of guest service experience, including casino experience.
• ACSC experience or knowledge.

Responsibilities

• Resolve guest opportunities, conflicts, and complaints fairly and equitably.
• Develop relationships with players to grow the customer base, increase company revenue, and encourage retention and repeat business.
• Attract and manage Asian-market customers through weekly telemarketing and in-person contact on the casino floor.
• Provide hospitality arrangements, including rooms, food, and beverages, and assist with special requests.
• Seek new business with targeted Asian players and introduce and solicit enrollment in the mychoice program.
• Understand credit procedures, encourage credit use, and extend credit when appropriate and permitted by state law.
• Remain visible and available on the casino floor to meet and greet guests during visits and special events.
• Make decisions regarding valuable complimentaries based on recorded play, earned points, comp availability, and customer profitability.
• Use telemarketing, correspondence, referrals, email, and events to solicit and grow existing Asian-market business.
• Achieve departmental sales and growth goals.
• Develop invitation lists for special events and hosting events.
• Promote and demonstrate customer service in accordance with department and company standards and programs.
• Attend and help coordinate special events, and provide event assistance as needed.
• Use Sales Force (CMS) to track player contacts, profile preferences, and tasks; complete tasks promptly, review monthly metrics with the Manager or Director, and set quarterly goals.
• Develop and maintain technical skills to maximize use of patron data systems.
• Communicate directly with service departments to support players across a variety of levels.
• Monitor activity and profitability for assigned players.
• Maintain confidentiality of player information, including personal information and play history.
• Represent the company professionally at internal and external meetings and events.
• Ensure guest interactions follow customer service program guidelines.
• Follow corporate and local policies, procedures, and operating guidelines.
• Ensure regulatory compliance within the area of responsibility and report potential issues to management.

Benefits

• Wellness programs supporting financial, physical, and mental well-being.
• Day-one medical coverage (may vary by position).
• 401(k) matching (may vary by position).
• Annual performance bonus (may vary by position).
• Paid time off, earned according to local policy and increasing with length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level