Hollywood Casino St. Louis
Marketing Manager - Asian Market
Hollywood Casino St. Louis, Saint Louis, Missouri, United States, 63146
Talent Acquisition Recruiter
WE’RE CHANGING ENTERTAINMENT. COME JOIN US.
We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.
Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well‑being. Specific benefits—such as day‑one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.
Responsibilities
Develop, implement and manage operational goals and monitor achievements of performance and profit objectives in the defined area.
Supervise and manage staff in the Player Development department; create effective schedules while maintaining labor costs and achieving guest satisfaction.
Assist in the budget process for the department and provide recommendations; ensure compliance with departmental budget initiatives.
Develop and implement VIP player programs/events in the Asian Market to create guest loyalty and return visits.
Assist with player coding in Salesforce and monitor team member progress.
Prepare and distribute daily and weekly reports for own department, other departments, and management regarding scheduled property visits for players in the Asian Marketing segment.
Assist players in organizing hotel and restaurant reservations and other amenities in absence of Asian Marketing Hosts.
Coach and provide pathways to Asian Marketing Hosts to achieve their Salesforce goals.
Develop and implement VIP player discretionary comping guidelines; make final decisions regarding valuable complimentary considerations.
Resolve VIP guest opportunities, conflicts, and complaints fairly and equitably.
Maintain confidentiality of player information, including personal data such as name, address, contact information, level of play, wins, losses, number of visits, etc.
Represent the Company for VIP player outings and events as needed; provide professional representation at internal and external meetings and events.
Enthusiastically support, actively promote, and demonstrate superior customer service in line with department and company standards.
Actively participate in KYC/CDD and other compliance regulations.
Enhance guest interactions by greeting, offering directions, answering questions, making announcements, and creating an upbeat atmosphere.
Ensure compliance with all regulatory requirements and report potential issues to Director of Player Development or management.
Develop relationships with players to grow the customer base and increase company revenues by ensuring customer retention and repeat business.
Attract and manage customers in the Asian Market through telemarketing and in‑person contact on the casino floor; provide hospitality arrangements.
Solicit new business with targeted Asian Players and enroll them in the Marquee Rewards program.
Use credit procedures appropriately and extend credit lines when permissible by state law.
Maintain visibility on the casino floor to greet guests during visits and special events.
Utilize telemarketing, correspondence, referrals, email, and events to solicit and grow existing business in the Asian Market.
Exhibit a friendly, helpful, courteous manner when dealing with customers.
Provide assistance at special events as needed.
Qualifications
Bachelor’s degree from a four‑year college or university; or a minimum of five (5) years in a customer service leadership role and/or training; or an equivalent combination of education and experience.
Minimum of two (2) years Casino Guest Service experience, including Player Development, Slots, or Table Games.
Two (2) years of hosting experience with adequate customer following preferred.
Excellent verbal, written, and interpersonal skills.
Fluency in Vietnamese, Mandarin, Cantonese, or other Asian dialect.
Intermediate computer skills; MS Office (Word, Excel, Outlook), Salesforce; ACSC preferred.
Strong client interface and presentation skills.
Ability to effectively present information and respond to questions from various stakeholders.
Diplomatic problem‑solving and conflict resolution skills.
Mathematical competence: addition, subtraction, multiplication, division, rate, ratio, percent, bar graphs.
Demonstrated drive toward results.
Maintain confidentiality and professionalism at all times.
Ability to write reports and business correspondence.
Identify problems, collect data, analyze, and draw valid conclusions.
Interpret a variety of instructions (written, oral, etc.).
Supervisory Responsibilities
Develop staff and training programs.
Manage rewards and recognition programs to maximize employee engagement.
Evaluate team members and provide constructive feedback.
Recommend staffing (interviewing, hiring) and scheduling to meet business needs.
Manage work procedures and expedite workflow.
Handle employee performance, discipline, coaching, and counseling.
Language Skills
Read and interpret documents in English (safety rules, operating and maintenance instructions, procedure manuals).
Verbal communication in English; written communication also required.
Fluency in Vietnamese, Mandarin, Cantonese, or other Asian dialect.
Reasoning Ability
Apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
Deal with problems involving several concrete variables in standardized situations.
Certificates, Licenses, Registrations
First Aid/AED certification; C.A.R.E. or TIPS training.
Valid driver’s license with acceptable driving history.
Qualifications to obtain federal, state, and local licenses and permits as required.
Physical Demands Regular standing; use of hands to finger, handle, or feel objects, tools, or controls. Reaching, talking, hearing required. Vision abilities: close, color, and peripheral vision. Lift up to 10 pounds regularly, up to 25 pounds frequently, up to 50 pounds occasionally. Push, pull, reach, bend, twist, stoop, stack, crouch, kneel, balance across varying work areas.
Work Environment Moderate to loud noise level; possible exposure to second‑hand tobacco smoke. Reasonable accommodations available for individuals with disabilities.
Equal Opportunity Employer
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We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.
Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well‑being. Specific benefits—such as day‑one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.
Responsibilities
Develop, implement and manage operational goals and monitor achievements of performance and profit objectives in the defined area.
Supervise and manage staff in the Player Development department; create effective schedules while maintaining labor costs and achieving guest satisfaction.
Assist in the budget process for the department and provide recommendations; ensure compliance with departmental budget initiatives.
Develop and implement VIP player programs/events in the Asian Market to create guest loyalty and return visits.
Assist with player coding in Salesforce and monitor team member progress.
Prepare and distribute daily and weekly reports for own department, other departments, and management regarding scheduled property visits for players in the Asian Marketing segment.
Assist players in organizing hotel and restaurant reservations and other amenities in absence of Asian Marketing Hosts.
Coach and provide pathways to Asian Marketing Hosts to achieve their Salesforce goals.
Develop and implement VIP player discretionary comping guidelines; make final decisions regarding valuable complimentary considerations.
Resolve VIP guest opportunities, conflicts, and complaints fairly and equitably.
Maintain confidentiality of player information, including personal data such as name, address, contact information, level of play, wins, losses, number of visits, etc.
Represent the Company for VIP player outings and events as needed; provide professional representation at internal and external meetings and events.
Enthusiastically support, actively promote, and demonstrate superior customer service in line with department and company standards.
Actively participate in KYC/CDD and other compliance regulations.
Enhance guest interactions by greeting, offering directions, answering questions, making announcements, and creating an upbeat atmosphere.
Ensure compliance with all regulatory requirements and report potential issues to Director of Player Development or management.
Develop relationships with players to grow the customer base and increase company revenues by ensuring customer retention and repeat business.
Attract and manage customers in the Asian Market through telemarketing and in‑person contact on the casino floor; provide hospitality arrangements.
Solicit new business with targeted Asian Players and enroll them in the Marquee Rewards program.
Use credit procedures appropriately and extend credit lines when permissible by state law.
Maintain visibility on the casino floor to greet guests during visits and special events.
Utilize telemarketing, correspondence, referrals, email, and events to solicit and grow existing business in the Asian Market.
Exhibit a friendly, helpful, courteous manner when dealing with customers.
Provide assistance at special events as needed.
Qualifications
Bachelor’s degree from a four‑year college or university; or a minimum of five (5) years in a customer service leadership role and/or training; or an equivalent combination of education and experience.
Minimum of two (2) years Casino Guest Service experience, including Player Development, Slots, or Table Games.
Two (2) years of hosting experience with adequate customer following preferred.
Excellent verbal, written, and interpersonal skills.
Fluency in Vietnamese, Mandarin, Cantonese, or other Asian dialect.
Intermediate computer skills; MS Office (Word, Excel, Outlook), Salesforce; ACSC preferred.
Strong client interface and presentation skills.
Ability to effectively present information and respond to questions from various stakeholders.
Diplomatic problem‑solving and conflict resolution skills.
Mathematical competence: addition, subtraction, multiplication, division, rate, ratio, percent, bar graphs.
Demonstrated drive toward results.
Maintain confidentiality and professionalism at all times.
Ability to write reports and business correspondence.
Identify problems, collect data, analyze, and draw valid conclusions.
Interpret a variety of instructions (written, oral, etc.).
Supervisory Responsibilities
Develop staff and training programs.
Manage rewards and recognition programs to maximize employee engagement.
Evaluate team members and provide constructive feedback.
Recommend staffing (interviewing, hiring) and scheduling to meet business needs.
Manage work procedures and expedite workflow.
Handle employee performance, discipline, coaching, and counseling.
Language Skills
Read and interpret documents in English (safety rules, operating and maintenance instructions, procedure manuals).
Verbal communication in English; written communication also required.
Fluency in Vietnamese, Mandarin, Cantonese, or other Asian dialect.
Reasoning Ability
Apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
Deal with problems involving several concrete variables in standardized situations.
Certificates, Licenses, Registrations
First Aid/AED certification; C.A.R.E. or TIPS training.
Valid driver’s license with acceptable driving history.
Qualifications to obtain federal, state, and local licenses and permits as required.
Physical Demands Regular standing; use of hands to finger, handle, or feel objects, tools, or controls. Reaching, talking, hearing required. Vision abilities: close, color, and peripheral vision. Lift up to 10 pounds regularly, up to 25 pounds frequently, up to 50 pounds occasionally. Push, pull, reach, bend, twist, stoop, stack, crouch, kneel, balance across varying work areas.
Work Environment Moderate to loud noise level; possible exposure to second‑hand tobacco smoke. Reasonable accommodations available for individuals with disabilities.
Equal Opportunity Employer
#J-18808-Ljbffr