What are the responsibilities and job description for the Executive Host - Fluent in Vietnamese position at Potawatomi Casino Hotel?
Pay based on experience | Requires flexibility to work various shifts
In this fast-paced, high energy environment where great guest service is essential, how do we ensure all of our Vietnamese speaking guests are happy with our service? As an Executive Host (Fluent in Vietnamese), you will have a genuine passion for guest service, top notch organizational skills, and the ability to work well in a team. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.
Principal Duties and Responsibilities (*Essential Functions)
- Interact and build relationships with guests, concentrating on the Vietnamese/English language-speaking, higher worth players and developing qualified players to consolidate their play at Potawatomi Hotel & Casino with the goal of growing a critical source of revenue for the business.
- Acquire new players from various markets to grow property player base and increase revenues.
- Extend complimentary services to guests, including monetary and high value rewards. Use discretion and independent judgement with respect to the issuance of complimentaries in order to grow rated revenue.
- Strive to delight our guests; exceeding their expectations through gracious, enthusiastic and personalized service.
- Monitor player activity through use of the on-line systems and promote play with appropriate action including but not limited to in-person contact, email, letter, text, and phone call in a timely manner. Arrange accommodations and amenities (i.e. shows, hotel, restaurant, transportations and etc.).
- Seek out targeted Vietnamese -speaking players and sign them up for Fire Keepers Club (FKC).
- Assist with the execution of assigned parties, promotions, special events, and tournaments.
- Maintain up to date knowledge of all gaming machines, table games, promotions, events, entertainment, and general property information.
- Respond to guest request and work independently to resolve guests concerns and conflicts in a fair and equitable manner to reach guest satisfaction.
- Provide valuable feedback to the management team on guest preferences and their expectations.
- Facilitate full integration with all casino departments to provide ultimate guest services.
- Demonstrate a professional, outgoing demeanor while on the casino floor and while hosting at on and off property events.
- Maintain confidentiality and security of all players’ accounts, files, records, and lists.
- Perform job duties in full compliance with departmental Internal Controls, policies, procedures, and regulations.
- Perform other duties as assigned.
Job Qualifications
- High school diploma or equivalent and 2 years of related experience such as marketing, account management, sales, player development, customer service, or customer relationship building preferably in the gaming industry or other luxury service are required. Must be 21 years of age or older.
- The ability to communicate effectively in Vietnamese is required. Additional languages are preferred.
- Casino related experience is preferred.
- Office skills must include the ability to use standard office equipment and knowledge of Microsoft Office. Casino Management and Contact Management Systems knowledge preferred.
- Ability to respond to guest and team member voicemails, texts, and emails 24 hours a day, 7 days a week.
- The ability to maintain discretion in handling confidential information.
- The ability to interact with guests and team members at all levels of the organization professionally, including the ability to speak in front of small groups of guests and team members.
- The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
- While performing the duties of this job, the team member is required to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, maneuver through tight spaces, and move freely throughout the office and property for duration of scheduled shift. The team member may walk 10,000 or more steps daily and must be able to walk quickly from one end of the Casino to the other responding to guests. The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms. The team member must be able to operate a personal computer. The team member is required to lift, carry, push, pull, or move objects up to 10 pounds on a regular basis. Team member must wear all required Personal Protective Equipment (PPE) while performing job duties. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Working Conditions
The noise level is usually moderate to loud. When on the casino floor, the noise level increases. The facility is not smoke free.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.
