Player Development Manager

About the role

Responsible for supervising and managing staff in the Player Development department. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives in defined area. Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.

Responsibilities

• Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager
• Develop and mentor Player Development staff ensuring that they deliver over the top guest service while ensuring the Host Team meets sales goals on a quarterly basis
• Develops and implements VIP player programs/events to create guest loyalty and return guest visits
• Administers and oversees player coding in Salesforce and monitors team member progress
• Prepares and distributes daily and weekly reports for own department, other departments and management in regards to scheduled VIP player property visits
• Assists players in making arrangements for hotel and restaurant reservations and other amenities in absence of Hosts
• Responsible for coaching and providing necessary pathways to Hosts to achieve their goals
• Develops and implements VIP player discretionary comping guidelines
• Makes final decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and guest profitability
• Resolves VIP guest opportunities, conflicts, and complaints on behalf the Company in a fair and equitable manner
• Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Represents the Company for VIP player outings and events as needed
• Provides professional representation on at internal and external meetings and events
• Enthusiastically supports, actively promotes, and demonstrates superior guest service in accordance with department and company standards and programs
• Ensure guest service standards are followed by all team members and addresses issues as they arise
• Responsible for the overall achievement of department guest service goals
• Enhances guest interactions by providing a friendly greeting, offering directions, answering questions, making announcements, and creating an upbeat and positive atmosphere
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM
• Maintains strict confidentiality in all departmental and company matters

Supervisory Responsibilities

• Responsible for staff development and training programs
• Responsible for rewards and recognition program to maximize employee engagement
• Evaluates team members within department and delivers constructive feedback to employees in regards to performance
• Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs
• Manages work procedures and expedites workflow
• Responsible for employee performance (disciplining, coaching, counseling)

Qualifications

• Bachelor's degree (B.A.) from four-year college or university; or minimum of five (5) years in a guest service leadership role and/or training; or equivalent combination of education and experience
• Must have a minimum of two (2) years Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games
• Two (2) years of hosting experience with adequate guest following preferred
• Must have excellent verbal, written, and interpersonal skills
• Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook)
• Strong client interface and presentation skills preferred
• Ability to effectively present information and respond to questions from groups of managers, clients, guests, and the general public
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Must have demonstrated ability to drive toward results

Pay

Starting rate of pay $85,000 a year, based on experience

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