Host - Player Development - Multicultural Marketing

Jobvite, Inc.; Bethlehem (Northampton County); On-site; USD 18,000 - 26,000; Full time

Job summary

Wind Creek Bethlehem is seeking a hospitality associate to markets casino amenities to qualified guests and recruit mid- to high-value players, with a focus on the Hispanic market. The role requires strong English and Spanish communication, excellent interpersonal skills, and the ability to work varied shifts including weekends.

Successful candidates will rate guest play, manage complimentary items, and maintain customer profitability while adhering to PGCB rules and Wind Creek policies.

Qualifications

• 0–2 years hospitality or related experience.
• Knowledge of high end casino clientele play habits and preferences.
• Excellent oral and written communication skills.
• Able to work varied shifts including weekends and holidays.

Responsibilities

• Markets casino amenities to qualified guests.
• Recruits new mid- and high-value players within the Hispanic market.
• Assesses, rates guests’ play at Wind Creek based on established guidelines.
• Extends complimentary items and services to guests by analyzing play.
• Creates and maintains relationships with target customers through personalized service.
• Conducts outbound calls inviting guests to events.
• Manages complimentary expenses.
• Maintains overall customer profitability.
• Participates in player events on and off site.
• Resolves customer-related problems amicably.
• Explains benefits and rewards of Wind Creek programs.
• Protects customer rewards and player points and credits.
• Develops knowledge of PGCB rules, regulations and controls relevant to the role.
• Adheres to Wind Creek compliance policies on responsible gambling.
• Fosters teamwork, feedback, recognition and mutual respect within the staff.
• Authority to issue a complimentary in accordance with the Wind Creek Comp Matrix.

Skills

English communication

Spanish communication

Interpersonal skills

Customer service

Education

High School diploma or equivalent

Tools

Casino Player Management System

PC skills

Job description

Minimum Employment Requirements:

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to the Wind Creek appearance standards.
• Maintain consistent adherence to the Wind Creek Customer Service Standards.
• Must be able to work varied shifts, including weekends and holidays.
• Must be able to read, write, and communicate effectively in Spanish.

Specific Position Requirements:

• Zero (0) to two (2) years Hospitality or related experience
• Must demonstrate extensive knowledge of high end casino clientele play habits and preferences.
• Experience with Casino Player Management System preferred.
• Working knowledge with PC skills and products.
• Must have excellent oral and written skills and be able to communicate effectively with multiple levels of the organization.
• Must have highest level of professional ethics and integrity within a team setting and be capable of sharing knowledge.
• Must be self-motivated; demonstrate job ownership for all items completed; ability to adapt to new circumstances by understanding the changes and supporting management in communicating them; must be a team player and able to perform other job related duties as they are assigned.
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to work with others, communicate well, receive direction; review your own work.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES.

POSITION RESPONSIBILITIES:

• Markets casino amenities to the best potential qualified guests.
• Recruits new mid- and high-value players within the Hispanic market through direct mail, telemarketing, referrals, on-floor prospecting, community outreach, and off-site events.
• Assesses, measures and rates guests’ play at the Wind Creek based on theoretical information.
• Extends complimentary items and services to guests by analyzing guest play within established guidelines.
• Attracts, develops, and maintains relationships with target customers by delivering personalized guest service.
• Conducts outbound phone calls to invite guests to the property and special events.
• Manages complimentary expenses.
• Maintains overall customer profitability.
• Participates in player events on and off site.
• Amicably resolves customer related problems.
• Understands and explains benefits and rewards of Wind Creek programs.
• Ensures the protection of customer rewards and player points and credits.
• Develop a working knowledge of all PGCB rules, regulations, and Internal Controls applicable to your position.
• Must read and understand the Wind Creek Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements, and collective bargaining agreements.
• Authority to issue a complimentary in accordance with the Wind Creek Comp Matrix.