Asian Casino Host - FT
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Job Description
The Asian Casino Host is responsible for the recognition and maintaining of High Stake Players (VIP Guests) of the Seneca Gaming Operation, focusing on Asian players. The incumbent in this position will promote the Player's Club by making contact with perspective members, explaining the benefits and answering questions about membership. The Asian Host is responsible for providing outstanding guest services to the patrons of the Seneca Gaming Corporation. Responsible for building long-term relationships with assigned Player's Club members, promoting repeat visitation. All duties are to be performed within the guidelines of the Seneca Gaming Corporation's policies and procedures, Internal Control Standards and objectives.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Welcome Seneca Gaming Operation Guests, summarize the benefits of membership in the Player's Club, and encourage guests to enroll. Develop and maintain a database of patrons on behalf of the gaming operation.
Build long-term relationships with assigned Player's Club members to promote repeat visits and patron loyalty using various direct marketing tools.
Assist in Asian public relations and the development and creation of Asian marketing materials and events.
Authorize the issuance of casino complementaries as approved by management.
Assist other departments to improve communication with Asian patrons.
Greet and check in guests and accept and inspect all Player's Club applications.
Enroll applicants into the Player's Club and enter all information into the computer system as required, verifying accuracy of all given information by reviewing the appropriate applicant's identification.
Promote participation in the Player's Club Activities.
Hand out Player's Club cards to members as well as assist with retrieval of lost cards. Address member concerns about the point systems in a friendly and caring manner.
Continue to learn and remain current on all Player's Club redemption processes and communicate this information to all guests in a friendly, helpful and respectful manner.
Keep abreast of all Gaming and community events in order to answer questions guests may have.
Practice quality, helpful and respectful guest services, which include, but are not limited to, resolving immediate concerns such as retrieving change for guests, signing machine logbooks, verifying, and expediting.
Award promotional items to winners of Player's Club special promotions.
Complete all necessary paperwork and reports as needed/required by supervisor.
Enter information promptly and accurately into the computer system. Monitor and review computer databases for entry errors, duplicate accounts and other corrections as needed to ensure accuracy of information.
Assist the Marketing Department in special events, to include but not limited to, anniversaries and special promotions. Associate must be willing to costume dress for the occasion.
Inform supervisor of department inventory supply needs.
Assist in training of Associate Casino Hosts.
Adhere to strict confidentiality in all matters.
Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times.
Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff.
Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
Must complete all required SGC Training programs within nine (9) months from commencement of employment.
Attend all necessary meetings.
Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule.
QUALIFICATIONS/REQUIREMENTS:
Education/Experience:
Must be 18 years of age or older upon employment.
High school diploma or equivalent required.
One (1) year of casino experience in a customer service role is required.
Previous customer service and experience with the Asian community required.
Must have the ability to speak, read and write fluently in Mandarin Chinese, Cantonese and preferably other Asian languages and dialects. Must also be fluent in English.
Must have proficient computer skills. ACSC casino software experience and knowledge of player rating system preferred.
Must be able to work in an intense and fast-paced environment.
Must present a professional appearance and demeanor.
Language Skills and Reasoning Ability:
Must possess excellent communication skills.
Ability to write routine correspondence and to speak effectively to the public, employees and customers.
Must have the ability to deal effectively and interact well with customers and employees.
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Must have the ability to speak fluently, to read and write in Mandarin Chinese, Cantonese and preferably other Asian languages and dialects. Must also be fluent in English.
Physical Requirements and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately loud. When on the casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted.
Must be able to stand, walk, and move through all areas of the casino.
Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.
Other:
Must be able to be approved for and maintain a valid Gaming license.
Must be able to read, write, speak and understand English. Must be able to respond to visual and aural cues.
Work nights, weekends and holidays as required.
Employment is contingent upon a favorable outcome of a background investigation and drug screening.
Preference in filling vacancies is given to qualified members of the Seneca Nation of Indians or qualified Native American candidates in accordance with the Indian Preference Act (25 USC 472). The Seneca Nation of Indians and the Seneca Gaming Corporation are also committed to achieving full equal opportunity without discrimination based on race, religion, color, gender, national origin, politics, marital status, physical disability, age or sexual orientation.
Salary Starting Rate:
$16.00
Compensation is negotiable based on experience and education.
Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived.
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