Player Development Manager

Summary

Responsible for all essential duties of a casino host and helping to resolve any issues between guests and the player development team as well as the planning and implementation of strategies and actionable tactics designed to enhance the profitability of Rolling Hills Casino and Resort through player development and customer service.  Generates and achieves specific revenue goals through the enhancement of net profitability of known high value players, both on and off property, and those who demonstrate potential for development into high value players.

Essential Duties and Responsibilities include the following: 

• Responsible for overall operations and administration of the Player Development department.
• Responsible for completing performance evaluations, training, coaching and mentoring of Player Development Staff.
• Ensures appropriate departmental staffing levels by interviewing, selecting, training, scheduling, evaluating, disciplining and terminating Casino Hosts.
• Manages and empowers Casino Hosts to maximize their effectiveness and abilities to positively interact with players and guests while maintaining competitive advantage for RHCR.
• Monitors results of the Player Development Team’s programs and identifies areas of need.
• Ensures team keeps current with all promotions and events in the casino, restaurants, hotel and outlets.
• Ensures compliance with company departmental policies and procedures as well as all regulatory procedures.
• Generates and achieves specific revenue goals by developing new and existing high value players both on and off property.
• Works with management to develop and provide multiple reasons for hosts to contact players to inform them of incentives, programs, promotions, entertainment offerings and other relevant details to maximize guest loyalty.
• Maintains ongoing, open and positive communication with guests and management.
• Makes decisions regarding players status upgrades/downgrades based on specific criteria.
• Makes decisions regarding the addition or deletion of players into a host’s book.
• Resolves problems and issues hosts or other departments may have with a high value guest.
• Assists with the development, planning, and implementation of guest recognition and reward programs.
• Works closely with other departments to plan and execute successful player development special events.
• Guides the Player Development Team in the execution of all Player Development special events.
• Makes appropriate decisions regarding complimentary offers by evaluating the gaming activity of individual players such and recorded play, comp availability and guest profitability.
• Provides reports and analyses of events and programs to ensure their effectiveness.
• Develops and executes department budget and attends financial review meetings.
• Ensures confidentiality of player information.

Requirements

• Minimum 21 years of age.

Supervisory Responsibilities

• Supervises Casino Hosts

Education and/or Experience

Bachelor's degree (B.A.) from four-year college or university and at least four years of experience in casino marketing; or equivalent combination of education and experience.  Direct experience in casino player development required.

Language Skills

Ability to speak and communicate highly effectively before groups of customers or employees of

the organization.  Ability to read and interpret documents such as safety rules, operating and maintenance

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations

Gaming license issued by the Paskenta Gaming Commission.  Must obtain Title 31 certification as trained by Rolling Hills Casino.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Occasional exposure to second-hand cigarette smoke.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.