Asian Casino Host

PENN Entertainment • St. Louis, MO

14h

About The Position

The Asian Casino Host develops relationships with Asian-market players to grow the customer base, increase company revenue, and encourage customer retention and repeat business. The role attracts and manages customers through weekly telemarketing, in-person contact on the casino floor, correspondence, referrals, email, and events. The host introduces targeted players to the mychoice program and solicits enrollment, monitors assigned players’ activity and profitability, and works toward departmental sales and growth goals.

The host is visible and available to guests, provides hospitality arrangements and assistance with special requests, and makes decisions about valuable complimentary offerings based on recorded play, earned points, availability, and customer profitability. The role resolves guest concerns fairly, maintains player confidentiality, supports and coordinates special events, and works with service departments to care for players across a range of levels. The host uses Sales Force (CMS) and patron data systems to track contacts, preferences, tasks, and player activity, and reviews monthly metrics and quarterly goals with a manager or director.

The position requires compliance with company policies, operating guidelines, and applicable regulations, along with professional, courteous service to internal and external guests. The employee must be able to qualify for required licenses and permits, obtain First Aid/AED certification, and complete C.A.R.E. or TIPS training. The role involves frequent interaction with guests and colleagues, standing and other physical activity, and work in a casino environment that may be moderately to loudly noisy and may contain unrestricted secondhand tobacco smoke.

Requirements

• Must be at least 21 years of age.
• Bachelor’s degree from a four-year college or university, or at least three years of customer service experience and/or training, or an equivalent combination of education and experience.
• Fluency in at least one Asian language or dialect; the posting specifies Mandarin, Cantonese, Vietnamese, Mandarin Chinese, Cantonese, or another Asian language or dialect.
• Intermediate computer knowledge, including MS Office (Word, Excel, and Outlook) and Sales Force (CMS).
• Ability to perform arithmetic calculations, compute rates, ratios, and percentages, 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 and demonstrate strong oral and written communication skills.
• Ability to identify problems, collect and analyze data, and draw valid conclusions.
• Ability to interpret written, oral, and other instructions and apply common-sense understanding to carry them out.
• Ability to read and communicate verbally in English; English written communication may also be required.
• Ability to 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 have a valid driver’s license and an acceptable driving history as determined by the company’s auto insurance carrier.
• Ability to meet the physical demands of the role, including standing, handling objects or controls, reaching, communicating, 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 is preferred.

Responsibilities

• Build relationships with Asian-market players to grow the customer base, revenue, retention, and repeat business.
• Attract and manage Asian-market customers through weekly telemarketing and in-person contact on the casino floor.
• Seek new business with targeted Asian players and introduce and solicit enrollment in the mychoice program.
• Provide guest hospitality arrangements, including rooms, food, and beverages, and assist with special requests.
• Apply knowledge of credit procedures; encourage credit use and extend lines of credit when appropriate and permitted by state law.
• Maintain a visible presence on the casino floor to meet and greet guests during visits and special events.
• Resolve guest concerns, conflicts, and complaints fairly and equitably.
• Make decisions about valuable complimentary offerings based on recorded play, earned points, 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 and develop invitation lists for special and hosting events.
• Support and coordinate special events and provide assistance at events as needed.
• Deliver courteous customer service and represent the company professionally at internal and external meetings and events.
• Use Sales Force (CMS) to track player contacts, preferences, and tasks, and complete task requirements promptly.
• Review monthly metrics with a manager or director and set quarterly goals.
• Develop and maintain technical skills to use patron data systems effectively.
• Communicate with service departments to support players across different levels.
• Monitor the activity and profitability of assigned players while maintaining confidentiality of player information.
• Follow corporate and local policies, procedures, operating guidelines, and regulatory requirements; report potential compliance issues to management.

Benefits

• Day-one medical coverage may be available depending on position.
• 401(k) matching may be available depending on position.
• Annual performance bonus may be available depending on position.
• Paid time off earned according to local policy and increased with length of employment.
• Wellness programs supporting team members’ financial, physical, and mental well-being.

What This Job Offers

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