Photo of Yaamava’ Resort & Casino at San Manuel, Highland, CA

National Casino Marketing Host (English / Mandarin Bilingual)

Yaamava’ Resort & Casino at San Manuel

777 San Manuel Boulevard
Highland, CA 92346

Casino & Hotel
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Full-Time

Under the direction of the National Casino Marketing (NCM) Director, the National Casino Marketing Host is responsible for delivering the Best In Class experience to guests booked through the NCM program. The National Casino Marketing Host drives revenue by paying attention to detail and executing with a sense of urgency all aspects of the guest’s visit. This role is highly visible to and interactive with premium guests, and therefore requires a high level of professionalism, and championing of the goals and priorities of the Tribe in a manner that reflects and upholds the Tribal Community’s vision, mission and values.

Essential Duties & Responsibilities

1. Manages incoming calls and text messages on the NCM Host-On-Duty cellphone throughout the shift. Initiates and responds to in-person and phone contact with guests to ensure all reservations for hotels, special events and entertainment are executed efficiently.  Assists guests with booking changes and inquiries regarding reservations. Communicates effectively with guests in a high call volume setting.

2. Using tools provided, locates each NCM guest on the gaming floor to initiate greets and check for satisfaction at least once per shift.

3. Manages NCM arrivals; communicates to designated personnel for escort and delivery of amenities.  Confirm airport pick-up with the guests and the Transportation department. Assist with club card sign up, hotel check in, and event registration.

4. Manages NCM departures: settle hotel folio according to the department’s reinvestment matrix. Confirm airport drop-off with the guests and the Transportation department.

5. Liaises with other departments to ensure guests’ needs are met promptly and to the guests’ satisfaction. Follow through on each request to completion.

6. Explains club card benefits with expertise and builds loyalty by encouraging guests to access the casino’s amenities during their visit.

7. Escorts VIP’s to High Limit gaming, reserved games, and areas in the casino not familiar by the VIP’s.

8. Acts as an intermediary to assist other departments acquire sensitive information from the guests for Due Diligence. Exercise utmost discretion and follow procedures when handling confidential information.

9. Communicates to the next shift guests’ needs that require follow through, all issues and incidences that occurred during the day, and other pertinent information to ensure continuity in our efforts to execute memorable experiences for NCM guests.

10. Performs other duties as assigned to support the efficient operation of the department.

Education/Experience/Qualifications

  • High School Diploma or GED required.
  • Minimum two (2) years’ experience in customer service, sales or marketing.
  • Previous experience in a Casino/Hospitality environment highly preferred.
  • Intermediate proficiency in Microsoft Outlook, Excel, and Word.
  • Must have outstanding communication and interpersonal skills. Ability to communicate effectively with guests, team members and management, both verbally and in writing a must.
  • Must have demonstrated ability to resolve conflict and handle difficult situations.
  • Must actively listen to provide optimal service tailored to guest requests.
  • Ability to multi-task in a fast-paced, high demand environment required.
  • Must be consistent with upholding a professional image with a polished appearance and demeanor.
  • Ability to fluently read, write and speak in English and Mandarin, Cantonese, Vietnamese, Korean, or Tagalog is preferred.

Certificates/Licenses/Registrations

  • At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
  • A qualified candidate/employee must have a valid driver’s license with an acceptable driving record as determined by the enterprise’s insurance carrier.

Yaamava’ Resort and Casino at San Manuel will make reasonable accommodations in compliance with applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!

Posted February 11, 2024

Yaamava’ Resort & Casino at San Manuel

Yaamava’ Resort & Casino at San Manuel is located just 60 minutes from downtown Los Angeles in the city of Highland, CA. It is one of the largest casinos on the West Coast, with 7,000 slot machines, 150 table games, and five high-limit rooms. We are one of the top 10 largest casino resorts in the US.

Guests enjoy sweeping views of the San Bernardino Mountains, live entertainment, and a full array of dining options, which include The Pines Modern Steakhouse, Hong Bao Kitchen, Serrano Vista Cafe, Rock & Brews, Chingon Kitchen, Big Mo’ Cafe, and 11 bars and lounges.

The Serrano Spa earned a Forbes Travel Guide Five-Star award, and The Pines Modern Steakhouse and Yaamava’ Resorteach earned a Forbes Travel Guide Four-Star award, with all three being the first in the Inland Empire to receive such designation. Yaamava' Resort and Casino at San Manuel also received two 2023 AAA Four Diamonds ratings for the new hotel and The Pines Modern Steakhouse.

The hotel is a 17-story tower with 432 guest rooms. Guests relax in an elevated pool with a bar and private cabanas, the lavish full-service Serrano spa and salon, a health and fitness center, a full array of dining options, multiple bars and lounges, and luxe retail shops.

Indian gaming in California is an exciting, thriving industry. Whether working on the casino floor or providing support to gaming operations as a “behind the scenes” employee, you can contribute to a dynamic and challenging business and have opportunities to learn and grow with the gaming industry.

At San Manuel, our team members define us. Working at San Manuel is more than just a job. It is a career that will help you grow into the successful professional you want to be.

Click here to see why you’ll want to work on our Team

Our benefits focus on five key areas of wellness - financial, emotional, physical, social, and occupational - because we know it takes more than a salary to thrive. The benefits under each category include everything from retirement, insurance and dental benefits to emotional wellness programs, home repair services, and much more. 

Our employees have the option to select the benefits that best support their lives and their wellness.