• ASIAN MARKETING MANAGER

    Location US-NV-Henderson
    Posted Date 3 weeks ago(10/31/2018 2:46 PM)
    Job ID
    2018-54742
    Casino Property
    M Resort
    Position Type
    Regular Full-Time
  • Overview

    The Asian Marketing Manager position is responsible for supervising and managing members of the Asian Marketing team, developing and maintaining valuable relationships with Asian players and community leaders through marketing measures and exceptional customer service skills.

    Your daily responsibilities include

    The following and other duties may be assigned as necessary:

     

    • Develops, implements and manages operational goals and monitors achievements of performance and profit objectives in defined area
    • Responsible for supervising and managing staff in the Player Development department.  Develops, implements and manages operational goals and monitors achievements of performance and profit objectives in defined area.
    • Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
    • Responsible for assisting in the budget process for the department and providing recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager. 
    • Develops and implements VIP player programs/events in the Asian Market, to create guest loyalty and return guest visits.
    • Assists with player coding in Salesforce and monitors team member progress.
    • Prepares and distributes daily and weekly reports for own department, other departments and management regarding scheduled property visits for players in the Asian Marketing segment. 
    • Assists players in organizing hotel and restaurant reservations and other amenities in absence of Asian Marketing Hosts.
    • Responsible for coaching and providing necessary pathways to Asian Marketing Hosts to achieve their Salesforce goals.
    • Develops and implements VIP player discretionary comping guidelines.
    • Makes final decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability.
    • Resolves VIP guest opportunities, conflicts, and complaints on behalf the Company in a fair and equitable manner.
    • 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.
    • Represents the Company for VIP player outings and events as needed. Provides professional representation on at internal and external meetings and events.
    • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.  Ensures customer service standards are followed by all team members and addresses issues as they arise.  Responsible for the overall achievement of department customer service goals.
    • Actively participates in KYC/CDD and other compliance regulations.
    • Enhances guest interactions by providing a friendly greeting, offering directions, answering questions, making announcements, and creating an upbeat and positive atmosphere.
    • Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Director of Player Development/ Executive Management or property GM.
    • Maintains strict confidentiality in all departmental and company matters.
    • 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 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 Marquee Rewards 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.
    • Strategically devotes time being visible and available on the casino floor to meet and greet guests during individual visits as well during special events.
    • Utilizes telemarketing, correspondence, referrals, email and events to solicit and grow existing business mainly for the Asian Market.
    • Exhibits a friendly, helpful, and courteous manner when dealing with customers of internal and external customers.
    • Provides assistance at special events as needed.

    To be successful in this position it will require the following skill set

    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.

     

    • Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) years in a customer service leadership role and/or training; or equivalent combination of education and experience.
    • Must have a minimum of two (2) years Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games. 
    • Two (2) years of hosting experience with adequate customer following preferred.
    • Must have excellent verbal, written, and interpersonal skills.
    • Must be fluent in, Vietnamese, Mandarin, Cantonese, or other Asian dialect. 
    • Must have intermediate computer knowledge; MS Office (Word, Excel, and Outlook), Sales Force (CMS); ACSC preferred.
    • Strong client interface and presentation skills preferred.
    • 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.
    • 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.
    • Must have demonstrated ability to drive toward results.
    • 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 maintain confidentiality and a high level of professionalism at all times.      
    • 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 will have supervisory responsibilities.

    • Responsible for staff development and training programs.
    • Responsible for rewards and recognition program to maximize employee engagement.
    • Evaluates team members within the Asian Marketing department and delivers constructive feedback to employees regarding performance.
    • Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
    • Manages work procedures and expedites workflow.
    • Responsible for employee performance (disciplining, coaching, counseling).

     

     

    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, Mandarin, Cantonese, or other Asian dialect

     

    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.

     

    Must obtain a First Aid/AED certification.  Must successfully complete C.A.R.E or TIPS training.

     

    Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier.

     

    PHYSICAL DEMANDS 

    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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

     

    The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

     

    WORK ENVIRONMENT

    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 moderate to loud.

     

    Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.

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