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International Relationship Marketing Host

posted January 2, 2020

Maryland Live! Casino
Hanover, MD
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641151 l

About This Job

Description

Core Service Standards

CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance.

SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.

FAST: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.

FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.

FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here.

Specific Responsibilities and Duties

  • Interact and build relationships with guests, concentrating in the higher denomination zones.  Explain the benefits of the Player’s Reward Club and encourage enrollment.
  • Grows actual revenues annually, consistent with property plan, and cross property goals.
  • Respond to guest’s special complimentary requests and adjust based on sound, profitable decisions using the company’s complimentary policies.
  • Continuously develop and sustain personalized relationships with guests, with increased awareness of such guests’ complimentary use and standing based on company policies.  Executing the proper complimentary decisions for all guests for the use of off-site sporting suites and event tickets based on companies’ policies. Along with keeping an overall consistent complimentary issuance with the company’s guidelines.
  • Handle and respond to guest complaints to ensure a positive outcome. 
  • Assist with the planning and execution of assigned parties, promotions, special events and tournaments.
  • Consistently develop qualified guests to move their play to higher denomination zones and monitor guest activity through use of on-line systems.
  • Provide valuable feedback to Relationship Marketing Managers and the management team on guest preferences and their expectations.
  • Notify Relationship Marketing Managers when key guests are present. Work in partnership with the Relationship Marketing Manager, and act as proxy if Manager is off premise.
  • Create daily shift report and send out as assigned.
  • Supervise VIP Concierge
  • Ensure full compliance with departmental Internal Controls, policies, procedures and regulations.
  • Other duties as assigned.

Requirements

Job Requirements (skills, knowledge, and abilities) 

  • Demonstrates the ability to work collaboratively as part of a team, both within and outside the department daily.
  • Must have a guest-oriented work ethic.  Strives to provide the best and personalized service to all guests.
  • Must be self-directed and able to work independently.
  • Knowledge of Player Tracking System, AS400, Microsoft Word and E.D.T systems.
  • Knowledge of gaming regulations. Ability to recognize problem gaming signs and deal with them appropriately.
  • Broad variety of tasks and deadlines requires a flexible and irregular work schedule.

Educational Requirements

  • Two (2) to Five (5) years of experience in customer service, marketing, hospitality management and/or gaming.
  • Two (2) years of experience in direct interaction with customers.
  • Must be able to comply with all state gaming regulations, which may include obtaining a license.
  • Fluent or proficient in Korean, Chinese, Mandarin, and/or Vietnamese required.

Physical Requirements

  • Ability to demonstrate a professional, mature, positive and confident demeanor in dealing with guests and accomplishing daily tasks.
  • The ability to work irregular hours and extended shifts, including late nights, early mornings, weekends and holidays.
  • Ability to work extended hours across all shifts in a 24/7 work environment.
  • Ability to be exposed to alcohol, smoke, bright lights, and noise.
  • Ability to walk up and down 31 stairs to the Casino floor.

Working Conditions

  • 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
  • Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
  • You will work in an environment where smoking is allowed.
  • Office environment

Additional Information

Applicants must already be authorized to work in the US and must be able to obtain and maintain a casino license in the state of Maryland.

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About This Employer

Maryland Live! Casino

7002 Arundel Mills Circle
Hanover, MD 21076

(443) 842-7000

310 Room Hotel

www.livecasinohotel.com

Live! Hotels is a national luxury hotel owner and operator.  The flagship Live! Hotel is located at Live! Casino in Anne Arundel, Maryland, and is part of one of the largest and most successful gaming, retail and entertainment destinations in the country.  This AAA Four-Diamond property consists of 258 luxury rooms, 50 suites, 2 Penthouses, a full-service Spa, state of the art Fitness Center and a 4,000 person capacity live performance/ events venue.  The hotel is integrated with multiple award-winning food and beverage options and the 280,000 square foot gaming floor. 

The second Live! Hotel will open in late 2020 at the new Live! Casino in the Stadium District in Philadelphia.  

Live! Hotels are developed by an affiliate of The Cordish Companies (“Cordish”), which is widely recognized as the preeminent national developer of large-scale mixed-use projects and entertainment districts. With more than a century of operations, Cordish has also become a leading developer and operator of gaming and hospitality projects, and a market leader in pioneering a new standard in sports-anchored mixed-use developments.

In 2018, Cordish further extended its hospitality operations through a partnership with the world-renown Loews Hotel to create a new Live! by Loews chain of upscale hotels.  The first hotel in this joint venture recently opened in Cordish’s Texas Live! project in Arlington, Texas.  The second Live! by Loews will be open in 2020 in St. Louis, Missouri, at Ballpark Village.