PLAYER DEVELOPMENT MANAGER

SUMMARY:

Player Development Manager will lead and oversee the Player Development department.  In this role, you will be responsible for overseeing player tracking, recruitment, retention, and reactivation of high-end guests, ensuring superior service and engagement.  You will also manage the execution of guest rewards programs, promotions, and special events that enhance the overall casino experience for VIP and high-value players.

ESSENTIAL DUTIES, RESPONSIBILITIES, and TASKS include the following and are to be performed within the company’s policies and procedures.  Additional duties may be assigned.

• Develop and implement strategies for the Player Development program, focusing on sustainable guest acquisition, retention, and reactivation for the high-end segment.
• Oversee the execution of both gaming and non-gaming promotions, including VIP events and special promotions.
• Manage and maintain all casino marketing systems to ensure the accuracy and integrity of guest offers and data.
• Provide leadership to Player Development Hostess, ensuring efficient, friendly, and accurate guest service at the best possible cost.
• Oversee guest assignments to hosts, conduct daily and weekly complimentary analysis, and manage hotel room blocks for player development purposes.
• Maintaining compliance with all Federal, State, and local gaming regulations in addition to the delivering of exceptional guest service to all internal and external guests.
• Inventory Control
• Maintain confidentiality of guest and member information and pertinent casino data.
• Always maintain good personal hygiene and a professional appearance.
• Compliance with punctuality and attendance policies required.
• Work independently and in a team-oriented, collaborative environment.
• Ability to successfully interact with all levels of team members and management.

SUPERVISOR RESPONSIBILITIES:

• Hires, trains, and manages staff as needed.
• Oversees the daily workflow of the department.
• Setting clear goals, targets, and assignments.
• Documents and administers disciplinary action of employees as needed.
• Conducts performance evaluations that are timely and constructive.
• Responsible for weekly time sheet approvals and leave requests
• Responsible for tip reporting (if applicable)
• Responsible for scheduling of shifts (if applicable)

QUALIFICATIONS: 

To perform this job successfully an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree in Business Administration, Marketing, or a related field, with a minimum of three (3) years of relevant experience in the gaming, hospitality, sales, or marketing industry.  Any combination of education and/or relevant experience totaling seven (7) years may also be considered.
• Proficient in Customer Relationship Management systems and plyer-tracking systems.
• Supervisory experience in player development or high-end guest service roles in preferred.
• Must be 21 years of age.
• Must be able to obtain and maintain the required OOGC License.
• Must be a US citizen or provide documentation to work in the US.

SKILLS:

• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills with the ability to effectively train others.
• Ability to prioritize tasks and to delegate them when appropriate.
• Proficient with Microsoft Office Suite or related software.
• Knowledge and implementation of customer service principles, techniques, systems, and standards.
• Knowledge and understanding of commercial operating principles, practices, and procedures within area of business specialty.
• Excellent oral and written communications skills.
• Ability to foster a cooperative work environment.
• Ability to communicate clearly and effectively.
• Ability to motivate staff through a teamwork approach.
• Proven leadership skills that include delegating as needed.

EQUIPMENT:

• Computer (Microsoft programs; outlook, excel, word)
• Player tracking program; Patron Management
• Phone systems
• 10-key calculator
• Promotional Kiosks
• Micros software (ticket sales)
• Box Office JR (ticket sales)

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will be required to stand and walk for prolonged periods of time, may occasionally be required to stoop, kneel, stretch, bend, and lift, up to 25 pounds.  May be required to lift over 25 pounds on occasion.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  This is an environmentally controlled office environment. Evening and/or weekend hours may be necessary depending on business requirements, imposed deadlines and workload.