Manager of Player Development

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• 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.
• Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance with departmental budget initiatives.
• Establish strategic goals for the Host team and provide regular guidance/coaching to ensure they achieve their goals.
• Develops and implements VIP player programs/events to create guest loyalty and return guest visits.
• Administers and oversees player coding and monitors team member progress.
• Prepares and distributes regular visitation reports for VIP guests
• Assists players in making arrangements for hotel and restaurant reservations and other amenities in absence of Hosts.
• Develops and implements VIP player discretionary comping guidelines.
• Identify appropriate comp policy based on earned points, comp availability and customer 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 at internal and external meetings and events.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Responsible for the overall achievement of department customer 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 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.

QUALIFICATION REQUIREMENTS

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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) years in a customer 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 customer 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, customers, 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.

SUPERVISORY RESPONSIBILITIES

This job will have 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).