Asian Executive Casino Host - Mandarin

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. 

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• Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.
• Develops relationship with players to grow customer base and increase Company revenues by assuring customer retention and repeat business.
• Attracts and manages customers in the Asian Market through weekly telemarketing and in person contact on the casino floor.  Exercises discretion to provide guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.
• Proactively seeks out new business with targeted Asian Players, introducing the benefits of and soliciting enrollment for the loyalty program.
• Highly knowledgeable of credit procedures, if applicable. Encourages the use of credit and may extend lines of credit when appropriate and permissible by state regulatory law.
• Devotes considerable time being visible and available on the casino floor in order to meet and greet guests during individual visits as well during special events.
• Makes decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability.
• Utilizes telemarketing, correspondence, referrals, email, and events to solicit and grow existing business mainly for the Asian Market.
• Achieves departmental sales and growth goals.
• Develops in-house invitation lists for special events and other significant hosting events.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. 
• Attends and aids in the coordination of special events.
• Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow hosts.
• Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks.  Completes all Sales Force task requirements in a timely manner.  Reviews all monthly metrics with Manager/Director and sets quarterly goals. 
• Develops and maintains technical skills to maximize use of patron data systems.
• Establishes a direct line of communication with all service departments for the purpose of caring for variety levels of players.
• Monitors patron activity and profitability of all assigned players.
• Maintains 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.
• Provides professional representation on behalf of the Company at internal and external meetings and events.
• Ensures interactions with internal and external guests follow the guidelines of customer service program.
• Adheres to all Corporate and local policies, procedures, and operating guidelines.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.

SUMMARY 

The Asian Executive Casino Host position is responsible for developing and maintaining valuable relationships with Asian players through marketing measures and exceptional customer service skills. Within the scope of Player Development’s Service Plan, the Asian Executive Casino Host will offer service to all River City Casino and Hotel guests while influencing the behavior of high worth Asian players. The Asian Executive Casino Host will also be responsible developing and implementing new promotions and building success connections with our guests in the Asian Community by attending off property events. 

QUALIFICATION REQUIREMENTS   

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age. 

• Bachelors in business, marketing or related field or 3-5 years host experience or previous gaming experience dealing with high Asian clientele preferred; or an equivalent combination of education and/or work experience. Prior experience in the Gaming industry required.
• Must have intermediate computer knowledge; MS Office (Word, Excel, and Outlook), Sales Force (CMS); ACSC preferred.
• Must be bilingual in English and be fluent in Vietnamese.  
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Must be able to always maintain confidentiality and a high level of professionalism.  
• Must have the ability to write reports and business correspondence.
• Must possess excellent oral and written communication skills.
• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions.
• Must have the ability to interpret a variety of instructions (i.e., written, oral, etc.).

SUPERVISORY RESPONSIBILITIES                                                          

This job does not have supervisory responsibilities. 

LANGUAGE SKILLS  

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required. Must be fluent in Vietnamese.

REASONING ABILITY  

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 

CERTIFICATES, LICENSES, REGISTRATIONS 

Employee must be able to qualify for licenses and permits required by federal, state, and local regulations. 

PHYSICAL DEMANDS   

Must be able to:

• Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.
• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend, and kneel.
• Work in a fast-paced and busy environment.

Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. 

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Equal Opportunity Employer