Casino Host Asian Market

Argosy Casino Hotel & Spa Riverside; Riverside (MO); On-site; USD 36,000 - 44,000; Full time

Job summary

Argosy Casino Hotel & Spa Riverside seeks a dedicated host for the Asian Market, focusing on Chinese guests and travel to Penn National Gaming properties. You will develop relationships, drive revenue, and coordinate tours and benefits education on-site and in the community.

Requirements include an AA degree or equivalent, strong English communication, and Asian language capability (Cantonese, Korean, Mandarin or Vietnamese).

Qualifications

• AA degree or equivalent from a two-year college or technical school, or 1 year related experience in sales or casino business.
• Cultural understanding of the Asian Market; prior customer service experience with the Asian Market.
• Excellent English communication; proficiency in Cantonese, Korean, Mandarin or Vietnamese preferred.
• Ability to qualify for licenses/permits; CARE or TiPS training may be required.
• Must have valid driver’s license with acceptable driving history.
• Physical requirements include standing, lifting up to 100 pounds, and exposure to loud environments.

Responsibilities

• Develop and maintain valuable relationships with Asian Market players, prioritizing Chinese guests, to drive revenue.
• Provide stellar customer service while growing existing Asian Market relationships.
• Identify new Asian Market guests and manage tours and education of benefits.
• Coordinate and translate guest issues across channels and resolve conflicts fairly.
• Attract Asian customers through telemarketing and on-site presence, arranging hospitality as needed.
• Administer comps and credit interactions to maximize gaming revenue within policy.

Skills

Customer service

Sales

Communication

Asian Market knowledge

Travel willingness

Data analysis

Education

AA degree or equivalent

Job description

Equal Opportunity Employer

Starting Salary

Starting at $40,000 annually.

Responsibilities

• 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.
• Have the ability to learn and manage Asian Market guest tours of our facilities and further Asian guest education of the mychoice program benefits.
• Assist in addressing and translating 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 developing loyalty with Asian Market guests through having meals together and at other events and/or activities on‑site or off‑site.
• Promote a positive influence in the local, relatable community and participate in company‑sponsored events.
• Attend related off‑property events in the community, including but not limited to golf events, trade shows, store openings and dinner parties.
• Must 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 sufficient time to provide quality service.
• Analyze data as needed for determination of “high end” players and use Tableau and other casino programs to determine value of players in order to issue discretionary comps, hotel reservations or others based on guests’ gaming activities.
• Maintain relationships with valued guests through professional, telephone, email, direct mail and in‑person communication and 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 which segment of players should be included in hosted activities for the purpose of increasing gaming and generating revenue.
• Maintain confidentiality of player information including personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Address and manage complaints, grievances or concerns.

Qualifications

• 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 an equivalent combination of education and experience.
• Must have a cultural understanding of the Asian Market. Previous customer service and experience with the Asian Market is required.
• Must have excellent verbal and written communication skills in English, as well as either Cantonese, Korean, Mandarin or Vietnamese. Ability to prepare, read and interpret documents and write reports and correspondence; effective communication with individuals and before groups.
• Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.
• Ability to apply common sense understanding to carry out written, oral, or diagram instructions and solve 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 acceptable driving history per Penn National Gaming’s auto insurance carrier.
• Physical demands: regularly required to stand, walk, use hands, reach, talk, hear; occasionally required to stoop, kneel, crouch, or crawl; frequently lift 50 pounds, occasionally lift 100 pounds. Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work environment: frequently works near moving mechanical parts; exposed to fumes, smoke, airborne particles, vibration; many duties performed outdoors so exposure to inclement, hot and cold weather; noise level usually very loud.