Player Development Manager

Role Overview

• Manages the Player Development department’s day-to-day operations, processes, and procedures.
• Develops and maintains a targeted casino guest base.
• Develops player hosting strategies to support Player Development revenue and customer service goals.
• Assists hosts in developing a strong repeat customer base through personal contacts and relationship marketing techniques, such as communicating property events and amenities to guests via email, phone, or mail.
• Tracks and reviews Players Club and hosting activities for effectiveness.
• Communicates and coordinates with various casino departments regarding Players Club activities.
• Stays abreast of all entertainment, special events, direct marketing, promotional services and activities.
• Ensures that Player Development staff is trained.
• Ensures a maximum level of guest service and satisfaction is achieved and maintained throughout the Player Development department.
• Responds to special requests of guests, guest complaints and inquiries in a calm, prompt, and courteous manner.
• Demonstrates the Casino’s guest service standard with all guests.
• Ensures appropriate staffing levels in department to maintain efficient operations.
• Schedules work shifts to ensure adequate guest service.
• Schedules and conducts department meetings as necessary to ensure communications with all Team Members.
• Addresses and responds to departmental issues and concerns as they arise.
• Monitors the complimentary decisions of Player Development staff to ensure compliance with the complimentary policy and monitor exceptions.
• Ensures compliance with applicable policies, procedures, and regulations.
• Accountable for the accuracy and thoroughness of departmental records and reports.
• Prepares and maintains departmental budgets.
• Hires, trains, develops, empowers, coaches, counsels, conducts performance and salary reviews, resolves problems, provides open communication vehicles, disciplines, and recommends terminations as appropriate.
• Builds a work environment that promotes teamwork, partnership, recognition, mutual respect, collaboration, performance feedback/management, and Team Member satisfaction while role modeling the company values, behaviors, and culture of One.Team.Chumash.
• Performs other duties as assigned.

Requirements

• High School Diploma or GED Certificate.
• Bachelor's degree in Marketing, Business Administration, or equivalent experience.
• Five years of experience, two years of supervisory experience in the casino industry.
• Previous experience in hosting, sales, marketing, promotions, or public relations.
• Knowledge Oasis systems preferred.
• Advanced knowledge of casino operations, guest service, slots, and table games.
• Advanced knowledge of applicable laws, regulations, rules, procedures, and administration.
• General knowledge of business and accounting systems and methods.
• General knowledge of budgeting, planning, control methods, and applications.
• Intermediate proficiency in computers, including Microsoft Office applications, e-mail, and internet.
• Must be flexible with availability including, nights, weekends, and holidays.
• Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
• Customer Focus: Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.
• Data Gathering and Analytics: Collecting, consolidating, and using relevant information; recognizing important information; tracing possible causes of problems, and searching for practical data/solutions.
• Written Communication : Expressing ideas and opinions clearly in properly structured, well organized, and grammatically correct reports or documents; utilizing language and terminology that is understandable for the reader.
• Oral Communication: Shaping and expressing ideas and information in an effective manner.
• Accountability: Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization.