Player Development Executive

POSITION SUMMARY
Player Development Executives assist in the leading of Marketing personnel in building relationships, promoting del Lago Resort and Casino, and providing a guest service experience that exemplifies the company mission of  providing an exciting environment and world class service by delivering Old-World Hospitality and Charm. The Player Development Executive is responsible for developing and coordinating programs to attract high value players and manage such guests to ensure the guest’s satisfaction and repeat visits. The work requires excellent communication and judgmental skills, as position is called upon to interact frequently with high value guests and make decisions regarding the issuance of complimentary items. The Player Development Executive is responsible to grow the customer data base of managed players through one-on-one interactions with our guests and will work, cross functionally and in coordination with all departments to develop, implement and monitor the annual business plan in order to achieve planned revenue and profits.

GENERAL ACCOUNTABILITIES
The following statements are intended as general illustrations of the work in this class and are not all-inclusive:

• Within all programs and executions, increase value of the brand of del Lago – excellence, excitement, homegrown hospitality.
• Responsible for completing performance evaluations, training, coaching and mentoring of Player Card Retail Cashiers and Casino Hosts.
• Discipline Casino Hosts and Player Card Retail Cashiers when needed.
• Ensures Player Card Retail Cashiers and Casino Hosts have a comprehensive understanding of all club member benefits, promotions, and events.
• Ensure that the Rewards Club and Player Development program database information is always handled confidentially and appropriately.
• Manage guest disputes appropriately and effectively, resolving at the lowest level possible.
• Work with Director of Promotion, Director of Marketing, and Director of Player Development to develop, implement, and facilitate Rewards Club benefits including providing details, rules, procedures, and materials necessary.
• Award customer complimentary based on gaming action and program guidelines.
• Coordinate guest visits including meals and show reservations and assist guests with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort.
• Assist in the organization of special functions (parties, tournaments, etc.) and is responsible for preparing invitee lists and telemarketing efforts for special events, individual visits and/or obtain feedback on customer satisfaction.
• Contact guests by calling, writing or making personal visits to increase trip frequency.
• Attend off property functions as a representative of the company in order to entertain or assist guests as required.
• Oversee and coordinate guest limo and shuttle services to ensure timely guest pick up and drop off schedules.
• Analyze various sources of data from credit bureaus, central credit, telephone or personal contact, and gaming history, in order to grant credit with minimum risk for default, while maximizing the potential for customers to engage in gaming activities.
• Implement strategies and programs to cultivate the market for new and existing high-limit casino guests
• Ensure all managed guests stay well informed of all special events, promotion and entertainment, etc that are taking place within the properties through direct mail, social media, telemarketing, etc.
• Coordinate guest rooms, meals and show reservations, and assists guests with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort.
• Assist in creation of action plans and goals of the department.
• Maintain a good communication with co-workers and maintains a positive and professional work environment.
• Facilitate the flow of information throughout the player development area by organizing and presiding over regularly scheduled meetings.
• Responsible for maintaining accurate and thorough records and reports.
• Attend Marketing meetings as a source of knowledge concerning the participation of Player Development and Rewards Club employees in up-coming promotions.
• Responsible for achieving specific revenue goals by developing new and existing high-end play.
• Develop new premium players by identifying their interests and encouraging a higher number of return trips through, player events, personalized notes, follow-up phone calls, etc.
• Always maintain strict confidentiality of the guest information.
• Enthusiastically support, actively promote and demonstrate superior customer service in accordance with department and company standards and programs. Emphasizes and role models company mission of providing excitement and delivering world class service.
• Effective communicator to ensure that consistent, accurate and timely information is provided to all shifts.
• Utilize effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts.
• Comply with the Responsible Gaming Plan as well as Title 31.
• Perform all job duties in a safe and responsible manner.
• Perform other duties as may be assigned by department and/or company management.

SIGNATORY ABILITY:

• Complimentary Authorization
  • Limited Free Play, Match Play, Self-Comp, Cash – as approved by supervisor
• Prize and Promotional Payment Authorization

INFORMATION & AREA ACCESS:

• Access to Management Information Systems (MIS)
• Pits

WORKING CONDITIONS
Must have ability to:

• Accurately calculate figures and amounts and perform mathematical functions applicable to business needs.
• Define problems, collect data, establish facts and draw valid conclusions.
• Use all equipment associated with the position, including but not limited to computer keyboard.
• Interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form.
• Effectively communicate with all levels of team members as well as outside contacts.
• Resolve problems and conflicts in a diplomatic and tactful manner.
• Previous customer service experience preferred.
• Be flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.
• Be physically mobile with reasonable accommodations including ability to push, pull, carry and lift up to 25 lbs., and the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

 
JOB QUALIFICATIONS
Must be a minimum of 18 years of age. Minimum of 2 years of experience in gaming operations. Gregarious, results oriented, hands-on professional with the ability to interact effectively with the public, staff and colleagues.  Bachelor’s degree from a four-year college or university; or a minimum of 3 year of experience in a comparable position; or equivalent combination of education and experience is preferred. Excellent communication skills both written and oral.  Ability to read, analyze, interpret and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos; write reports, business correspondence and procedure manuals; effectively present information and respond to questions from groups of managers or staff, guests and the general public. Working knowledge of Excel and Word required. Attention to detail and accuracy. Maintain confidential information.

COMPLIANCE RESPONSIBILITIES
In addition to the other duties described herein, each and every Team Member has the following responsibilities related to compliance with laws and regulations:

• Attend required training sessions offered by the casino.
• Obtain required license(s).
• Perform the duties described in compliance with local laws and regulations.
• Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the team member’s department.
• Have knowledge of the Property’s programs to address problem gambling.
• Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with the state regulations and Systems of Internal Controls.
• Take the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.
• Report any acts of wrongdoing on behalf of any Team Member that they have knowledge of.  

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