Casino Host Asian Market

PENN Entertainment • Riverside, MO

2d • Onsite

About The Position

Responsible for developing and maintaining valuable relationships with the Asian Market players, specifically from the Chinese Market, with priority concentration in driving revenue while marketing our gaming product and bringing in new higher-valued Asian clientele. Provide stellar customer service while developing and maintaining current Asian Market player relationships. Identify and develop professional relationships with new and first-time Asian Market guests. To have the ability to learn and manage Asian Market guest tours of our facilities and furthering Asian guest education of the mychoice program benefits. Assist in addressing and translation of guest issues, conflicts or complaints on behalf of the Company in a fair and equitable manner. Attract and manage Asian customers through weekly telemarketing and in-person contacts on the casino floor. Exercises discretion to provide guests with hospitality arrangements, including rooms, food, beverages, and special requests. Properly administer and account for comps using sound discretion for the purpose of increasing gaming and generating revenue. Highly knowledgeable of Credit procedures, if applicable. Encourage the use of Credit and may assist in the extend of line of Credit when appropriate and permissible by state regulatory law. Responsible for the development and assisting in operation of events or promotions, gaming and non-gaming, for the purpose of increasing and generating revenue, for Asian Market players. Required to spend time in developing loyalty with Asian Market guests through having meals together and at other events and/or activities on-site or off-site. Must be responsible for promoting a positive influence in the local, relatable community and participating in company-sponsored events. Required to be present at relatable off-property events in the community including but not limited to golfing events; trade shows; store openings and dinner parties. Must be able to travel in the metro Kansas City area and other Penn National Gaming properties throughout the United States at least once per quarter. Be present at all outlets especially the Casino floor or areas where guests are present in a quantity of sufficient time to provide quality service. Analyze data as needed for determination of “high end” players and be able to use Tableau and other casino programs to determine value of players in order to issue discretionary comps, hotel reservations or others based off of guest’s gaming activities. Maintain relationships with valued guests through professional, telephone, email, direct mail and in person. Ensure ability to meet given goals and milestones each quarter. Review and manage dormant accounts. Compile data reports as needed to efficiently administer host activities. Make sound decisions regarding what segment of players should be included in hosted activities for the purpose of increasing gaming and generating revenue. Maintain 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. Address and manage complaints, grievances or concerns.

Requirements

• Associate's degree (A. A.) or equivalent from a two-year college or technical school; or a minimum of one year related experience and/or training in sales or casino business including table games and slots, or equivalent combination of education and experience.
• Cultural understanding of the Asian Market.
• Previous customer service and experience with the Asian Market is required.
• Excellent verbal and written communication skills in English.
• Proficiency in either Cantonese, Korean, Mandarin or Vietnamese is required.
• Ability to prepare, read and interpret documents.
• Ability to write reports and correspondence.
• Ability to speak and communicate effectively with individuals and before groups of people.
• Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Must be able to qualify for any and all licenses or permits required by local, state or federal law.
• Must successfully complete C.A.R.E or TiPS training.
• Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier.

Responsibilities

• Develop and maintain valuable relationships with Asian Market players, specifically from the Chinese Market, driving revenue and marketing gaming products.
• Provide stellar customer service and develop/maintain current Asian Market player relationships.
• Identify and develop professional relationships with new and first-time Asian Market guests.
• Learn and manage Asian Market guest tours of facilities and educate guests on mychoice program benefits.
• Assist in addressing and translating guest issues, conflicts, or complaints.
• Attract and manage Asian customers through weekly telemarketing and in-person contacts on the casino floor.
• Exercise discretion to provide guests with hospitality arrangements (rooms, food, beverages, special requests).
• Administer and account for comps using sound discretion to increase gaming and generate revenue.
• Encourage the use of Credit and assist in extending lines of credit when appropriate and permissible by law.
• Develop and assist in the operation of events or promotions (gaming and non-gaming) for Asian Market players.
• Develop loyalty with Asian Market guests through meals, events, and activities on-site or off-site.
• Promote a positive influence in the local community and participate in company-sponsored events.
• Be present at off-property events including golfing events, trade shows, store openings, and dinner parties.
• Travel in the metro Kansas City area and to other Penn National Gaming properties throughout the United States at least once per quarter.
• Be present at all outlets, especially the Casino floor, for sufficient time to provide quality service.
• Analyze data using Tableau and other casino programs to determine player value for issuing discretionary comps, hotel reservations, etc.
• Maintain relationships with valued guests through telephone, email, direct mail, and in-person communication.
• Meet given goals and milestones each quarter.
• Review and manage dormant accounts.
• Compile data reports as needed to administer host activities.
• Make sound decisions regarding player segmentation for hosted activities to increase gaming and revenue.
• Maintain the confidentiality of player information.
• Address and manage complaints, grievances, or concerns.

Benefits

• Wellness programs designed to support team members' financial, physical, and mental well-being.
• Day-one medical coverage.
• 401(k) matching.
• Annual performance bonus.
• Paid time off earned according to local policy, increasing with length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree