Player Development Manager

About the role

This position is responsible for growing and maintaining Red Wind Casino’s customer database of hosted players through one-on-one interactions with our guests. Lead the Player Development Team in developing and maintaining effective working relationships with a casino property’s very best players and provide services to them to build player loyalty and increase the number of visits or amount played (or both) from among those guests.

Responsibilities

• Ensures full and consistent use of CRM tools and strategies to support Player Development efforts in telemarketing, strengthening sales and guest relationships, and driving increased visitation and loyalty.
• Develop and implement new programs to ensure maintenance of high quality patronage and player migration to hosted VIP from non-hosted VIP through strategy.
• Create and maintain programs to encourage new player activation, growth, and player retention.
• Responsible for the delivery and management of amenities to high-end level guests in accordance with established policies and procedures.
• Responsible for developing and executing on the annual Player Development event/promotional calendar.
• Generate and achieve specific revenue goals by developing new and existing high-end play.
• Ensure all hosted guests stay well informed of all special events, promotion, and entertainment, that are taking place within the property through direct mail, telemarketing, e-mail and in person communication.
• Continually monitor overall performance of the Player Development program.
• Organize, prepare, and execute reporting and presentations on findings and recommendations to the Director of Marketing on ways to increase performance.
• Oversee full cycle event planning for all VIP related events, includes coordinating, inviting, hosting, costing and follow-up reporting.
• Collaborate with Data team to design and prepare accurate and relevant data analysis for any requests or projects, as it relates to Player Development.
• Create relationship and connections with the guest by answering general questions etc.
• Ensure compliance, accountability completion of all regulated departmental processes and procedures, including but not limited to paperwork requirements, departmental logs, and required departmental practices.
• Interact on a frequent basis with high-limit slot and table game players to build and retain VIP Player loyalty.
• Closely monitor Host performance to ensure they are meeting established goals.
• Closely monitor Host compliance by evaluating play of hosted players to ensure that they are being rewarded according to Casino guidelines.
• Provide regular coaching and development to the Player Development and Players Club Team, ensuring each member of the team is performing and meeting their maximum potential.
• Provide regular reviews and updates to management on Player Development activities and performance.

Requirements

• Bachelor’s degree in marketing, Business, or another closely related field.
• Minimum of 3 years of directly related management experience of player development host program(s).
• Minimum of five (5) years prior experience in sales focused position.
• Demonstrated, highly creative mindset with the ability to develop innovative player engagement strategies and a strong visionary approach to enhancing loyalty, driving visitation, and elevating the guest experience through special events, promotions, and the conceptualization of event themes, décor, and on-property VIP setups.
• Deep understanding and knowledge of performing and interpreting analysis related to Player Development and host performance.
• Advanced computer skills, including MS Office Suite.
• Experience utilizing Casino Player Management & Tracking software.
• Experience utilizing CRM for sales related functions.
• Superior written & verbal communication skills.
• Strong time management skills, with the ability to prioritize and work on multiple projects.
• Ability to take initiative and work without direct supervision.
• Excellent guest service skills.
• Possess excellent decision-making skills.
• Possess excellent understanding of player ratings systems and complimentary guidelines consistent with normal industry standards.
• Pass NRWC pre-employment testing.
• Ability to obtain a Class III Gaming License.
• Ability to work all shifts including evenings, weekends and holidays.