Player Development Manager

Reports to:

Marketing Manager & Director of Marketing

Job Summary:

This position is responsible for leadership, development, and performance of the Player Development Team. This role will oversee the growth of incremental revenue from the KLECH VIP Player Database, with the ultimate goal of consistent increase in bottom line performance. Is also responsible for the development, implementation, execution, and reporting for all VIP Events and Promotions.

Essential Functions:

• Ensure compliance with the applicable Tribal, Federal and other laws, gaming regulations, and Kickapoo Lucky Eagle Casino and Hotel policies and procedures.
• Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.
• Track and monitor feedback and participation on an on-going basis to determine program effectiveness.
• Maintain high levels of guest service, confidentiality, and discretion in all communication to and about guests.
• Assist in evaluating Casino Host performance, train, and develop.
• Prepare, coordinate, and host/administer all complimentary and guests' events.
• Actively develop and maintain guest loyalty and incremental visitation through personal contact such as on-property hosting, off-property entertaining, telemarketing, email, and text using available services and promotional opportunities.
• Maintain familiarity with all current and upcoming special events, promotions, entertainment, and all casino facilities.
• Walk through the casino to identify registered and prospective guests.
• Develop, maintain, and analyze database for opportunities and productivity.
• Attend guest events, interact with invited guests, and provide guest service in a professional and courteous manner.
• Coordinate with Casino hotel on a daily basis regarding host room block.
• Achieve department and individual performance goals and duties in a timely manner.
• Maintain professional business appearance and attire at all times.
• Demonstrate and promote KLECH core values and guest service skills.
• Manage and maintain security of confidential information entrusted to position.
• Attend and satisfactorily complete all required training as assigned.
• Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
• The essential functions listed above are not an all-inclusive list, but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.
• Perform other duties as assigned.

Minimum Requirements to Qualifications:

• Must have High School Diploma or GED.
• Five (5) years of Casino Host experience, required.
• Bachelor's degree in marketing or related field, preferred.
• Strong communication skills in English both written and oral. Spanish or other language skills a plus.

Other Criteria:

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills and Abilities:

• Ability to work independently with minimal supervision.
• Ability to maintain effective relationships with the General Manager, Directors, Managers, vendors, guests and all staff.
• Ability to work under pressure in a fast-paced environment.
• Ability to meet multiple deadlines and multi-task.
• Ability to have strong critical thinking, analytical, and guest service skills.
• Must possess a positive attitude with strong organizational and leadership qualities.
• Ability to add, subtract, multiply, and divide in all units of measure.
• Ability to define problems, collect data, establish facts, and draw conclusions.
• Ability to understand complex instructions and material.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.
• Ability to work effectively with individuals, and demonstrate leadership and team building skills with empathy and enthusiasm.
• Ability to maintain confidentiality.
• Ability to follow and comply with established Casino guest service programs.

Physical Demands:

• While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
• The team member must be able to concentrate for prolonged periods.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.
• The team member must be able to communicate effectively in person or using telecommunications equipment.
• The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone, and calculator.
• Frequently lift and/or move up to 30 lbs.

Work Environment:

• Normal office setting and casino floor.
• Frequent walking and standing environment, and frequent contact with the general public.
• May be exposed to cigarette smoke while on the casino floor.
• Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
• Extended hours and irregular shifts may be required including nights, weekends, and holidays.
• Must be able to perform under pressure and work long hours.
• May be exposed to the risks associated in attempting to resolve issues with difficult guests and team members.
• May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
• Travel may be required to perform one or more essential functions of this position.

Conditions of Employment:

• Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.
• Must be able to provide authorization to work in the United States.
• Must be at least 18 years of age.
• Must have access to reliable transportation to commute to and from work.
• Must comply with KLECH handbook, internal policy and procedures, and gaming regulations set within KLECH.