Essential Job Functions:

• Respond to all guests (highest worth players) requests, concerns and issues which help develop casino loyalty and repeat visitations ongoing. 
• Manages Asian player accounts and issues comps based on recorded play, comp availability and customer profitability within the reinvestment guides that have been developed. 
• Assists the Player Services/Player Development
• Manager and Marketing Director in developing all aspects of the casino’s targeted Asian Marketing Plan including special events, entertainment, sponsorships, and advertising. 
• Works directly with Portland and Salem Asian area communities, organizations, and key Asian leaders to develop new Asian VIP players.   
• Manage player accounts with emphasis on our highest worth players.
• Remain flexible with work schedules 24/7 to allow availability for special events and promotions, both on and off property.
• Approve requests for comps based on recorded play, comp availability and customer profitability.
• Evaluate and make business decisions regarding profitability based on reasoning that falls outside standard guidelines on comps. Focus assessments on best business decisions for the casino. 
• Manage and maintain business working relationships by increasing activity of high worth players list.
• Learn and know the names and gaming activity of the casino’s high worth players. 
• Build relationships with target high worth players using contact strategy through various communication methods, such as but not limited to telephone, mail, e-mail and personal contact both on and off property events. 
• Observe, track, review and analyze play of assigned high worth players.
• Work closely with gaming operations to assist with the development of high potential guests. 
• Maintain and continually develop knowledge of the gaming floor, its operation and all other casino amenities.
• Assist all departments with guest service concerns.
• Identify potential high worth non-carded slot and table games players on the gaming floor to acquire and develop them as members of the players club. 
• Up-sell/promote all special events, concerts, hotel and restaurant venues with guests, through suggestive selling techniques.
• Assist the Casino Marketing Manager in the planning, supervision, and analysis of various on and offsite events, tournaments and parties.  
• Actively contact select high worth players on a regular basis via telemarketing and personal note cards to further build loyalty and strong personal relationships.
• Actively contact inactive VIP players via telephone on a regular basis to personally invite them to come back to the casino.
• Maintain a high level of visibility on the casino floor. 
• Supervises and directs employees in the following departments; Call Center and Player Services in the absence of the Player Services Manager/Shift Supervisors and Casino Reservations Manager.

Spirit Mountain Standards:

• Deliver Spirit Mountain’s Spirit of Excellence by consistently modeling attitudes and behaviors in alignment with SMGI’s Pride Values, Brand Promise, and Business Vision.  
• Learn comprehends and complies with all Company and departmental policies and procedures, MICS, gaming regulations, and Title 31 Regulation requirements.
• Follow all Corporate and departmental safety policies and procedures. 

Required Knowledge of: 

• Asian community and culture
• Communicating effectively in a variety of Asian dialects (Cantonese, Mandarin, Hmong, etc.)
• Property, promotions and events.
• Developing, promoting, organizing, and coordinating special events and entertainment.
• Principals, practices, techniques of project management and special events programming and production.
• Casino and gaming industry.
• Slot and table game strategies and techniques.
• Computer hardware and software applications.
• Budget and expense control, bid and purchasing procedures.
• Interpersonal skills using tact and diplomacy.
• Sales techniques designed to drive revenue.

Required Skill in:

• Effective organizational, time management and teamwork skills required. 
• Ability to utilize computer programs in Microsoft Word, Excel, and Outlook required.  Specifically, must be able to demonstrate ability to create simple Excel spreadsheet within reasonable time period.
• Making decisions based on driving the highest profitability for the casino.
• Multi-tasking well in a fast-paced environment that involves front of house and back of house roles. 
• Making judgment calls and working and thinking outside the box. 
• Managing and resolving difficult situations that involve highly proprietary information. 
• Working well with employees and management throughout property for maximum efficiency in completing tasks and resolving issues. 
• Planning, coordinating, and designing special gaming events.
• Monitoring budget expenses.
• Operating computer hardware and software.
• Communicating both orally and in writing.
• Establishing and maintaining effective working relationships with others.

Education, Experience, Licenses, Registrations, and Certifications:

• Associates degree preferred and/or equivalent combination of work experience and education. Minimum of two (2) years casino gaming or entertainment related experience including one (1) year experience working with players club and players tracking program required.
• Must be bi-lingual as relates to English and Asian dialects; including the ability to read, write speak, and understand English and Asian dialects. 
• A minimum of six months working in the capacity of Casino Host within VIP services.
• High security gaming license issued by the Grand Ronde Gaming Commission. 
• Must be at least 21 years of age. 
• Must possess a valid Driver’s License and be eligible for company insurance.
• Due to the nature of the interactions with other employees and the public we serve, employees may be required to provide documentation of, or receive, certain health vaccinations.

Environmental Factors and Conditions/Physical Requirements:

• Work is performed in a gaming environment, with frequent exposure to tobacco smoke and loud noise.
• Work is subject to frequent standing and walking, occasional bending, reaching, kneeling, and lifting up to 25 pounds.

Equipment and Tools Utilized:

• Equipment utilized includes personal computer, standard office equipment, telephone, audio/video equipment, two-way radio, and department vehicles.