Player Development Manager

FUNCTION:

Execute and manage strategies designed to support the best experience for each guest including an incentive or reward program and special promotions to increase customer acquisition. Develop and maintain effective working relationships with existing players, building loyalty, and increasing the number of visits or amount played from those guests.

RESPONSIBILITIES:

• Establish and maintain positive guest relationships with players who meet property criteria (and those identified to have the potential to reach that level of play).
• Listen and respond to guest inquiries in a positive manner, trouble shooting concerns regarding data entered into our tracking system.
• Offer accurate information to guests regarding hours of operation, hotel services, directions to local attractions, or function rooms, car rentals, airline shuttle service, etc.
• Physically walk the casino floor meeting, and greeting established guests.
• Mentor Casino Hosts to meet all established productivity standards.
• Arrange room reservations, amenities, and welcome packages for casino guests. Block rooms for “high roller” guests.
• Complete weekly reports and all necessary paperwork, for example; comp slips, reservation requests, etc.
• Assist in the set up and running of all casino events and special promotions.
• Assist the slot and table games departments with the making of comp decisions based on customer standing.
• Answer calls and process requests from guest. Make, return and follow up on calls to maintain proper communication with guests, and departmental staff.
• Collaborate with internal departments to provide and obtain necessary information to deliver optimal guest service.
• Maintain compliance with hotel rules and regulations for the safe and efficient operation of hotel facilities.
• Develop and implement marketing strategies that drive player engagement, acquisition, and retention.
• Analyze player behaviors and develop targeted campaigns to enhance player loyalty and maximize revenue.
• Track performance metrics and adjust strategies as needed to meet departmental and company goals.
• Collaborate with the creative team to develop engaging promotional materials, offers, and digital content.
• Remain current on industry trends, competitors, and emerging marketing tactics to ensure the Nugget remains completive.
• Perform other duties as assigned
• Performs all responsibilities in compliance with current federal and state/provincial regulations, the regulations, and departmental policies and procedures.
• Address guest concerns and or complaints in a timely and professional manner.
• Using the Nugget’s system of recognition, recognize team members who are going “above and beyond” as appropriate.
• Knowledgeable of and consistently follow Nugget policies and procedures as well as appropriate local, state, and federal regulations.
• Perform work in a safe manner and always maintain a safe environment for fellow team members and guests alike.
• Immediately report unsafe conditions, team member or guest incidents to Security, Management, and the Safety Manager.
• Maintain a positive and professional image for the Nugget when performing duties or representing the Nugget and encourages others to do the same.
• Regular predictable attendance is required.
• Other duties and responsibilities as assigned.

REPORTING RELATIONSHIPS: VP of Marketing

MINIMUM REQUIREMENTS:

Previous Casino Marketing/Player Development experience is required.

EDUCATION LEVEL:

High school diploma or equivalent is required.

LANGUAGE:

Effectively communicate with others both verbally and in written form using the English language.

EXPERIENCE:

Minimum of 2-4 years’ experience in marketing, player development, or casino marketing required.

Experience with hotel reservations, guest relations, or similar roles required.

SPECIAL SKILLS:

Basic skills in Microsoft Office Suite including Word, Excel, Outlook and Power Point.

Ability to work flexible hours, including nights, weekends, holidays, and overtime as needed.

Strong interpersonal and communications skills, both written and verbal.

Ability to work under pressure and adapt to a fast-paced environment

LICENSE/CERTIFICATION:

Employee Gaming registration is required.

Alcohol Awareness Certification is required.

Valid Nevada driver’s license and clean 3 year DMV record is required.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Ability to walk, stand, or sit for extended periods of time.

Ability to lift, and move product up to 50 lbs. may be required depending on the position.

Fine finger manipulation.

Work environment may include smoke and variable temperature, lighting, and noise levels.

Work may be performed indoors and outdoors during special events.