Bilingual Casino Host Manager $67,00- $75,000 per year

Commerce Casino is the world’s largest card casino offering more than 200 tables. Established in 1983, the casino values its staff of over 2,500 employees and is proud to be known as “Where the World Comes to Play.” Commerce Casino offers a comprehensive benefits package to include medical, dental, vision, life, flexible spending accounts, 401(k), vacation time, and much more!

PRIMARY JOB FUNCTIONS

This position is responsible for managing the daily operations of the Casino Host team and achieving business goals and targets. This position ensures that the team fosters loyalty to Commerce Casino among valued gaming customers by managing and cultivating relationships and effectively utilizing marketing techniques. The role aims to increase gaming revenue and profits by developing customer segments through increased visitation and spend consolidation. This position ensures that the team delivers an exceptional service experience at Commerce Casino, providing seamless service and high value to our most valued patrons.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist in the development and management of the Host team to achieve business goals, by meeting the targets/quotas set by management.
• Participate in the hiring, training and development of new team members. Evaluate subordinates, providing constructive feedback; manage employee concerns through collaboration with HR; foster a mentorship environment amongst other team members to prepare for upward mobility opportunities from within.
• Review and adjust, as necessary, existing policies and procedures in order to establish best practices for a successful Host Program.
• Oversee daily operational performance.
• Evaluate players' gaming activities to determine appropriate incentives, considering the authorized level of approved comps and allowances, including hotel accommodations, food and beverage, concerts/entertainment, gaming chips, free/match play, discounts, and other offers and rewards.
• Contribute to maintaining and expanding the property's customer base by engaging with customers and cultivating relationships.
• Focus Host team on Player Development with an emphasis on maximizing our existing/previous players; assign player groups (books) to Host teams and help them understand how to develop their books; oversee progress and measure success against established metrics.
• Maintain detailed records of players’ feedback, interests, and preferences, to ensure a personalized and exceptional experience for guests during their stay.
• Work with Marketing department to effectively use telemarketing, mail, email and other marketing techniques to increase visitation frequency among target customers.
• Maintain ongoing communication with VIP players and targeted guests through personal contact via phone, email, and in-person.
• Anticipate guests' needs and promptly respond to their requests.
• Make sound decisions in accordance with established guidelines.
• Handle difficult guests and situations calmly, professionally, and prudently.
• Resolve customer disputes and complaints to the satisfaction of the customer and the company.
• Fully comply with all applicable rules, regulations, laws, and policies, conducting oneself with the highest levels of integrity and honesty.
• Safeguard highly confidential customer information, enforcing privacy policies in accordance with company standards.
• Perform all other duties as assigned by Casino Management.

QUALIFICATIONS

• Work Experience Required: Must have a minimum of 5 years in the casino industry or guest services-related experience.
• Education: College degree in Marketing, Hotel, or Business preferred but not required.
• Knowledge Required: Proficiency in Microsoft Office is preferred but not required.
• Language Required: Must be able to speak, read, write, and understand both English and a second language such as Mandarin, Cantonese, Korean, Vietnamese or Spanish.

OTHER REQUIREMENTS 

• Able to travel domestically or internationally if necessary to meet the existing customer base.
• Excellent verbal and interpersonal skills.
• Ability to stand and walk the entire shift, excluding breaks and meal periods.
• Able to lift over 25 lbs.
• Must demonstrate positive/enthusiastic approach to all tasks.
• Outstanding attendance/punctuality.
• Must be able and willing to work a flexible schedule, including evenings, weekends, and holidays.
• Must be clean, well-groomed, and have a professional appearance.
• Must have a Gaming License (or the ability to obtain and maintain a license) as a requirement for this position.

SCHEDULED HOURS

Commerce Casino operates 24 hours, 7 days a week.  Schedules may vary depending on business needs.