Director of Player Development - Casino - Full Time

Role: Responsible for executing customer service and player development activities under the supervision of the VP of Player Development.   Promotes outstanding customer and employee relations. This role is responsible for developing, implementing and overseeing strategies to grow and maintain a robust customer base for the Rampart Casino Identify potential and maintain relationships with high-end players, issue appropriate complimentary and handle special member services in accordance with company guidelines.  Adheres to all Company, Safety and Department policies and procedures.  Fosters team work and provides excellent guest service, anticipates guest needs to exceed guest expectations.  Builds brand loyalty by living the JW Marriott Core Values.

SKILLS/QUALIFICATAIONS:   Must communicate well verbally and in writing with all management, staff and customers.  Must be computer literate and able to learn the player tracking system and related equipment.  Must be able to interpret player data to make appropriate comp decisions.  Must convey enthusiasm, have outstanding social skills and recognize players properly.  Must be knowledgeable of casino operations to accurately answer customer questions.   Must represent the company as professional at all times.   3 years experience or equivalent of combination of education and experience in casino marketing related field.    Must be 21 years of age.

REQUIRED CERTIFICATE/LICENSE:  

• Valid Gaming card (Registered with Gaming Control). 
• TAM card (Alcohol Awareness)

MAJOR JOB DUTIES:  Duties include, but are not limited, to the following:

• Meet and greet casino guest on casino floor, special events, promotions and specified off-property events.
• Collaborate with Slot and Table Games to identify potential high worth players, visually observe play and make contact to obtain player information for future marketing efforts.
• Identify and target potential high-value players through strategic marketing and outreach efforts.
• Interface with the Credit Department and refer customers for evaluation and determination of credit.
• Issue complimentary in accordance with player gaming action and company policy.
• Analyze player data to identify trends and opportunities for growth.
• Conduct regular follow-ups with players to ensure ongoing engagement and loyalty.
• Assist with in house reservations for rooms, show, restaurants, tournaments, events, etc.
• Assist in the resolution of player complaints through professional, empathetic and courteous interaction.
• Assist in increasing gaming activity by telemarketing to players to invite to events, as follow up on recent visit, or to reactivate their account.
• Follow established goals in acquiring new players, retaining existing players and recapturing defected players.
• Assist in organizing and hosting special events.
• Be knowledgeable of all marketing activities, casino functions, slot machine payoff/terms, table game rules and cash transaction reporting guidelines.  Be able to address or refer players to the proper department to answer questions and concerns.
• Be knowledgeable and ensure compliance with all applicable gaming regulations, laws, internal policies/procedures, and control protocols.

Player Development Manager Job expectations:

• Event Planning and Execution:
  1. Work with the Special Event Coordinator to plan, coordinate and execute special events and tournaments.
  2. Attendance at all special events is required unless permission is given by the Vice President of Player Development.
• Execute Casino Drawings and giveaways:
  1. The Player Development Manager is tasked with coordinating and executing casino drawings and giveaways.
  2. Ensure that drawings are conducted fairly and adherence to all gaming requirements.
  3. Ensure that drawings are completed in a reasonable and timely fashion as to enhance and not detract from the guests gaming experience in the casino.
  4. Troubleshoot potential discrepancies that may emerge during a drawing and follow through until a resolution is reached.
• Team Collaboration:
  1. Collaborate in motivating the Player Development team to achieve departmental goals and objectives.
  2. Foster a collaborative and high-performance team environment.
• Compliance and Regulations:
  1. Ensure all player development activities comply with regulatory requirements and internal policies.
  2. Maintain confidentiality of information. 
  3. Maintain up-to-date knowledge of industry trends and best practices.

The above statements represent a general outline of principal job functions and should not be construed as a complete description of all aspects and requirements required for this job.

PHYSICAL, ENVIRONMENTAL & OTHER REQUIREMENTS: 

The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed in a Casino/Office environment and in other locations throughout the property including outside Pool/Grounds area.   Must be tolerant to varying conditions of noise level, temperature, illumination and air quality.  The noise level in the work environment is usually moderate.  When on the casino floor, the noise level increases to loud.  A casino environment typically allows smoking.  

• Interacts with management, applicants, fellow Associates and/or guests.
• Ability to speak, read, write and understand English.
• Ability to read, analyze and interpret documents.   Ability to write reports, customer correspondence and notices to departments.  Ability to effectively handle meetings, communicate one on one to staff and present to large groups.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to apply common sense understanding to carry out instructions and give direction in written, oral or diagram form.   Ability to deal with and resolve problems involving multiple variables.
• Requires prolonged standing and mobility.  
• Requires bending and reaching. 
• Requires transporting, pushing, pulling, and maneuvering items weighing up to 75 pounds.
• Requires lifting up to up 25 pounds
• Prolonged periods of standing and/or walking  
• Requires eye/hand coordination.  
• Requires use of standard office equipment  
• Requires the ability to distinguish letters, numbers and symbols.   
• Ability to and comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.