Asian Casino Host
Steve Karoul is a recognized casino consultant with 35 years of hands-on experience with the best casinos both within the United States and internationally. He is also an authority on all aspects of casino marketing. Steve has lived in numerous countries and has conducted casino marketing activities in well over 100 countries around the world. He is an author, a lecturer and an educator who often injects his own hands on experiences and openly shares his ideas and thoughts with fellow industry executives. Telephone +(1-860) 536-1828 or [email protected] or see www.euroasiacasino.com
LILY DAVIS ASIAN CASINO HOST Email: LDavis2@senecacasinos.com Born in China Hobbies: Traveling, China painting, cooking and cross stitching. Years in Casino Industry: Working in the Casino business for 4 years Language: Chinese Mandarin and English. It tends to vary by property, but informational website casino.org notes that a casino host may theoretically introduce themselves after a couple of hours of betting $25 per spin at a slot machine. Here is a complete list of nearly all local Executive Casino Hosts in Atlantic City, NJ. The Trustoria Directory gives you all the resources needed to get the right person for every need. Contact the Casino Marketing at Bellagio to reach our Executive & VIP Hosts for reservations and other services. ASIAN CASINO HOST (MANDARIN) Seminole Gaming Hollywood, FL Type. Seminole Classic Casino pioneered Indian gaming when it opened as the country's first.
Asian Casino Marketing is not as easy as it sounds. In fact, it is a fairly complicated process and if not performed properly it can actually be perceived as offensive to the intended recipients. There is an old expression in Asia that when translated goes something like this, “Asia is not Asia”. When you think about it you begin to better understand its subtle message; one size does not fit all and Asia is neither one country nor one culture. Asia is a vast melting pot of numerous different countries, languages and cultures. Some of them have marked differences based upon thousands of years of history and cultural evolution. Asians are extremely nationalistic and proud of their own cultures and customs. Therefore, it is extremely offensive to generalize all Asians as one in the same. They are not. Successful casino marketers will understand this up front and make every effort to research their target markets before jumping into any new Asian marketing campaign.
Chinese is normally the largest Asian culture in the United States but this may vary when segmented by geographic locations or from city to city. In some instances, Vietnamese or another Asian culture may dominate on a local basis close a particular casino. Never-the-less, many uninformed casino marketing managers still insist upon copying and implementing marketing strategies specifically developed to target and satisfy Chinese gamblers. However, this approach may backfire on you and actually be offensive if your Asian players are not Chinese. The cultural mix of Asian players residing near your casino may vary dramatically. Do your homework first to determine if you want to attract Chinese, Vietnamese, Korean, Japanese, Filipino, Thai, Cambodian, Laotian, Malaysian, or other Asian players.
Asian Executive Casino Host
One major mistake that many casinos make is to hire an “Asian” Casino Host and then depend upon that individual to develop appropriate Asian marketing programs and strategies for the casino. This oftentimes leads to non-targeted, unprofessional and fragmented marketing programs that will most likely not be as effective and productive as management desires. Marketing is marketing and Asian marketing is no different. It is incumbent upon the casino marketing directors or managers to learn as much as they can about their ethnic target markets whether they are Chinese, Vietnamese, Korean or other. On a similar note, casino hosting is hosting and not marketing. An Asian Casino Host who speaks a foreign language will be an asset to the program but not a means to an end for developing successful Asian or ethnic marketing strategies. I think Confucius once said “A wise man thinks first, acts second”.
For each ethnic market being targeted it is very important to research and understand at minimum the following:
– The history of the culture – Chinese, Vietnamese, Korean, etc.
– Any unique cultural differences such as lucky numbers, lucky symbols, good luck or bad luck superstitions, special holidays, celebrations, etc.
– Casino games preferences – Baccarat, BJ, Pai Gow Poker, Pai Gow Tiles, Sic Bo.
– Any special seasonal or religious holidays, traditions or customs.
– Special food preferences or styles of food or dining such as a Noodle Bar or Seafood Restaurant versus a Chinese Restaurant which could also vary between many different styles of Chinese cooking – Cantonese, Mandarin, Shanghainese
– Types of entertainment – ethnic concerts, Karaoke, magicians, contests, pageants.
– Advertising and best media or methods to reach players. Internet options?
Asian Casino Host Job
– Most popular types of casino special events such as lucky draws for money, a new car give away, food festivals, electronic gift parties, Karaoke contests, beauty pageants, or traditional celebrations such as the Harvest Moon Festival, Chinese Lunar New Year, etc.
– Best time of the year and best time of the day to organize ethnic events which can be ideal fill-in events for when the domestic markets normally celebrate at home such as Easter, Thanksgiving, Christmas, etc.
– Helpful expressions to be translated phonetically to be used by the non-Asian staff to help provide better customer service and make the Asian guests feel welcome.
– Educate your non-Asian employees about the major cultural differences and the benefits to both the casino and to them as to why a successful Asian marketing program will be important. Also, cover some of the basics of good etiquette for presenting business cards, understanding when to bow and other social graces.
– Evaluate what your competition is doing and do it better.
Demographics can change dramatically from one city to another and this has become very evident with the new emerging Vietnamese gaming market. This market segment has established itself over the past twenty or more years and now has the financial resources to support their propensity for gaming. However, many casino marketing managers know very little about the Vietnamese ethnic market and therefore still treat them as Chinese.
While it is true that some Vietnamese players may have their ancestral roots in China in addition to Vietnam, most consider themselves Vietnamese first and Chinese second if at all. Therefore, casinos desirous of attracting and satisfying Vietnamese gamblers need to better understand the Vietnamese culture to develop specifically targeted strategies as well as communicate with them in Vietnamese and English rather than Chinese.
For gaming, Chinese players almost always prefer Baccarat as the game of choice but Vietnamese players tend to prefer Blackjack and Pai Gow Poker. If your gaming regulations allow it you may want to remove Baccarat tables from the floor and replace them with more BJ’s or Pai Gow tables during Vietnamese shows or special events and visa versa for Chinese events. This is a subtle but effective way of increasing revenue from the tables during ethnic special events but once again will require regulatory approval to do so.
Another area where one can notice a difference between Chinese and Vietnamese is in the area of entertainment. There is a marked difference in the styles. Chinese players prefer to see headline, superstar entertainers from Hong Kong, Taiwan or China with a choreographed show of dancers, smoke machines and other lighting special effects. Vietnamese players on the other hand prefer a totally different evening out which normally consists of a variety show format that may include one or two singers from Vietnam, three or four local Vietnamese singers and dancers followed by a comedian or two.
It is also important to note that food plays a very important part in almost all Asian cultures. A common Asian greeting is to ask someone if they have eaten rather than how they are feeling. Asian American baby boomers and generation X are an up and coming new gaming market segments that are increasingly more sophisticated in their tastes for food, and since they are well-traveled, they also demand more choices and greater authenticity in their native cuisines. Perhaps that explains why Las Vegas has turned into such a Food Mecca. One famous Asian restaurant in Las Vegas named Tao supposedly generates $55 million a year in revenue. Therefore, plan your Asian restaurants carefully both from the name of the restaurant to the menu offerings. Non-Asians love good Asian foods too so don’t be surprised if your Asian restaurants fill up rapidly with other players. Asian celebrity chefs and food tasting’s are becoming popular new special events in many casinos across the country.
You need to understand the basics of Fung Shui and when it may be necessary to bring in a Fung Shui Master to review your plans or operation. There is also a dark side of Asian marketing and therefore it is equally important to also understand how the Asian gangs or Triads can very carefully infiltrate and prey upon your Asian customers with everything from loan sharking to extortion. Your staff needs to understand what to look for and how to alert the proper management who will notify the correct authorities capable of handling such nefarious individuals who can be dangerous.
In summary, Asian casino marketing is not as simple as it sounds but it is also achievable with proper advance planning and staff education. Staff education and training in cultural awareness is very important. You must also recognize the needs of your existing players and be careful not to give the impression that you all of a sudden are ignoring them by over emphasizing your Asian marketing efforts. You need to balance and continue to make your regular loyal players feel welcome as well as make your Asian guests also feel welcome too and not feel like second class citizens. Food is always important in Asian cultures. Involve your Asian speaking casino hosts in the planning process but do not rely upon them to develop a complete marketing program. Measure results and track both your successes and your failures. Learn from your mistakes. Monitor your competitors and do it better but don’t fall into the trap of trying to compete against bad or unprofitable Asian marketing programs. And finally, remember, “Asia is not Asia” and one size does not fit all. You need to develop specifically targeted Asian marketing strategies for each segment of the Asian market that you wish to target. Good luck.
(Please feel free to forward to people in your network or your company if you think that they will benefit from my educational articles. Cheers….Steve Karoul)
Samuel Tillman
Director of Player Development and VIP Services
Samuel.Tillman@jamulcasinosd.com
Samuel’s career began as an honorary presidential guard as a United States Marine, however later in life he began his career within the gaming industry. Samuel has a BA in Criminal Justice, MBA in Marketing and is in pursuit of his Doctorate in Business Administration. As the Director of Player Development, Samuel believes in a personalized guest service experience vs. the commodification/one size fits all level of service often displayed in the industry. Samuel is very energetic, personable, humorous, and ensures the Hosts display the same characteristics. Often times you will find Sam walking the floor engaging with guests!
Jessica Luu
Asian Senior Casino Host
Jessica.Luu@jamulcasinosd.com
Jessica was born in Vietnam but raised in San Diego. She has a Bachelor of Arts Degree from San Diego State University. Jessica has several years of Sales and Account Management experience and speaks multiple languages: Cantonese, Vietnamese and English. She has a tenacity for unparalleled guest service and can’t wait to make your next visit as rewarding as possible.
Brett Delano
Executive Casino Host
Brett.Delano@jamulcasinosd.com
Brett is a native San Diegan. He has over 15 years of industry experience. Brett enjoys vacations, plays a Euphonium, golfs, and fishes. In addition, Brett is an avid Green Bay Packers fan. Brett is property known for his excellent service and attention to detail. Whenever you are looking for exemplary service, please look no further!
Leann Nguyen
Casino Host
Leann.Nguyen@jamulcasinosd.com
Le was born and raised in the San Francisco Bay Area. She is bilingual; fluent in English and Vietnamese. She has over 12 years of PG (Positive Guests) rated relationships. Le is family orientated and recently added a son to her family. She loves to hike in her leisure time. Le’s objective is to make every guest feel special. She is ecstatic about being a part of the Jamul Casino family.
Lewbert Lantin
Casino Host
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Lewbert was born and raised in the Philippines and just recently moved to San Diego. He is bilingual (Tagalog and English) and has a bachelor’s degree in Business Management. Lewbert is fantastic at developing rapport and has over ten years of experience in sales and marketing. Lewbert has a collection of orchids; just as an orchid takes a flower to a new level, allow Lewbert to elevate your next experience!
Sal Seng
Asian Casino Host Salary
Casino Host
2@5.co
Sal was born in Cambodia and raised in San Diego. She is bilingual (Cambodian and English) and has over 23 years of customer service and sales experience. She likes to work out at the gym, spend time with her family, and travel. Jamul Casino is renowned for fun, just as Sal is known for service precision; see you soon.
Sadeer Shaltan
Casino Host
noemail@no.no
Asian Casino Host
Sadeer was born and raised in Iraq and has been living in San Diego for ten years. He is trilingual (English, Arabic, and Aramaic) and has over ten years of customer service and sales experience. Additionally, he has a certification as a Pharmaceutical Technician from San Diego State University. Outside of work, Sadeer enjoys gatherings with family and friends, watching sports, and traveling to exciting places around the globe; Sweden, Turkey, Spain, and New York, to name a few. If to err is human, to Sadeer is divine, as it relates to service. Let him show you how on your next visit!
Yousif Shara
Casino Host
Yousif.Shara@jamulcasinosd.com
Yousif was born and raised in Iraq and has been living in San Diego for eight years. He is bilingual (English, Arabic) and has over seven years of customer service expertise. Additionally, Yousif has an Associate of Science Degree with a specialization in Finance from Grossmont College. Outside of work, he enjoys gatherings with friends and plays several instruments; allow Yousif to orchestrate the service harmony on your next trip!
Waleed Shorees
Manager on Duty
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Waleed was born in Iraq and spent several years in Greece as a carpenter before making San Diego home. He has over 20 years of casino experience, working with guests and providing them with 5 star service. He speaks four languages: English, Chaldean, Arabic, and Greek. When he’s not on the casino floor putting smiles on guest faces, he enjoys spending time with family and hitting up the gym.
Jenny Ng
Community Relations Manager
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Jenny Ng is of Chinese descent but born and raised in Mexico. At 15, Jenny and her family moved to San Diego. She has a Bachelor of Arts degree and is linguistically diverse: Spanish, Cantonese, and English. Jenny has over 20 years of gaming experience (Slots, Table Games, Cashier Services, Player Development, and Community Development) within the San Diego region.
In her free time, Jenny enjoys spending time with her family and traveling to other countries to explore different cultures. Your community, plus our community, equates to Jen-Munity!
Khal Kassab
VIP Services Manager
adfadfadf@gadgasgss.co
Khal was born and raised in Baghdad, Iraq, and has been living in San Diego for over ten years. He has a Bachelor of Science in Pathology and is linguistically diverse: Arabic, Armenian, and English. Khal has more than a decade of experience in guest service; ten of the 20 years of expertise is within the casino industry. Outside of work, he devotes his time to his family and enjoys gatherings with friends. Khal is Jamul Casino’s scientist of service, always inventing new ways to serve VIP’s.
VIP Concierge Team
Cindy Alvarado • Joy Hricko • Alexis Miller • Diana Sam • Justine Valdez • Valentina Xhelili
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The VIP Concierge Team is committed to providing a genuinely fun experience for our valued guests, and exemplifies the Jamul Casino service commitment. The VIP Concierge Team is ready to assist our VIP players with exceptional personalized service whenever and wherever they need it with a welcoming spirit, empathetic approach, attentiveness to detail, and the strongest passion for delivering exceptional service within the San Diego region. This diverse team of service savants has over a half-century of guest service expertise and speaks multiple languages: English, Tagalog, Arabic, Chaldean, and Armenian. Come experience the Country Club of VIP gaming, Jamul Casino!