International Casino Host (Vietnamese)

Job Summary:

Reporting to the Director of Casino Marketing, the International Casino Host is responsible for working with and developing VIP casino customers based on their gaming worth. This will include acquiring new customers as well as developing existing guests who qualify to be assigned to an International Casino Host.  The development of these customers will utilize all available tools required to drive incremental visits, including phone calls, emails, texts, mail, and invite only special events. A bonus incentive plan will be included with this position along with a base salary.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Handles customer requests and service issues on the casino floor.

• Identifies mid-level and high-worth patrons on the casino floor and makes introductions.

• Refers new and/or existing customers to the Executive Host group based on established criteria.

• Assists Player’s Club with all comp issuance; is fully empowered with comp authority.

• Inputs reservations for comps, special events, promotions, and other Casino Marketing requests.

• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines.

• Works all scheduled assignments on the floor: High Limit Rooms, Player’s Club, Slot Floor, Pits.

• Answers all phone calls and responds in a timely manner.

• Completes scheduled telemarketing assignments in an efficient and timely manner.

• Handles difficult guests and situations in a calm, professional and prudent manner.

• Maintains close ties with customers to build loyalty.

• Anticipates, responds to and consistently meets or exceeds the needs of guests including, but not limited to, F&B, special event, transportation and accommodation arrangements.

• Seamless coordination with Casino Marketing Team and employees throughout property (e.g. Gaming, Marketing, Credit, F&B, Outside Hotel, Transportation) to create successful delivery of trip itinerary.

• Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions.

• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.

• Identifies ways to increase efficiencies and to improve products or services.

• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business.

• Keeps track of existing products/services and/or progress on new initiatives.

• Must be knowledgeable of all happenings on property and in market.

• Stays up to date with the latest developments in both the local market and industry.

• Complies with and upholds company expectations including policies, procedures, industry regulations, department goals and business strategy.

• Gives consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure.

• Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix.

• Maintains the guest service desks and answers patrons’ questions in a friendly and professional manner.

• Assist the Promotions and Events department with related duties when needed.

• Assists at all on-property and off-property marketing events, promotions and special events as necessary.

• Works with the marketing team members to educate team members and guests on upcoming promotions and events.

• Represent the company in a professional capacity at external functions, special events, concerts, promotions, etc.

• Ensure prompt and discrete notification to senior management and/or the Ethics Hotline of any observation of illegal acts and/or internal ethics violations.

• Perform other duties as assigned.

Minimum Education and Experience Requirements:

• Three to five years’ casino host experience preferred.

• High School diploma or equivalent. A Bachelor's degree is preferred.

• Must be at least 21 years of age.

Knowledge, Skills, and Abilities:

• Ability to successfully fulfill the pre-employment process, including licensing.

• Bilingual is required – fluent in Tagalog, Mandarin or Vietnamese and English.

• Must possess outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and peers.

• Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment on the Casino gaming floor.

• Must possess planning skills and demonstrate the ability to handle and prioritize multiple tasks.

• Must maintain a thorough knowledge and understanding of player tracking and analysis system .

• Must have experience resolving problems decisively and timely, and adapting to changes as well as experience determining when senior leadership assistance is necessary for problem solving.

• Must be able to be constantly exposed to casino-related environmental factors, including, but not limited to second hand smoke and excessive noise.

• Must be able to remain in a stationary position for a majority of an entire shift.

• Must be able to traverse through the Casino to arrive at assigned locations.

• Must be able to learn and retain knowledge of computer systems and software (including, but not limited to Microsoft Office, Google Suite, and player tracking/ casino management software), procedures and regulatory requirements.

• Must be able to constantly and accurately communicate effectively and politely in spoken English with Team Members and guests to answer questions, provide information and check for guest satisfaction or Team Member understanding.

Certifications, Licenses, and/or Registrations:

• Gaming license/registration as required by jurisdiction(s).

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift and/or move objects up to 40lbs.

• Ability to work flexible shifts and days of the week, including weekends and holidays.

• Ability to work in an environment with moderate to loud noise, bright lights, smoke, and dust.