Player Development Manager

Job Summary:

• Reporting to the Director of Casino Marketing, the Player Development Manager is responsible for working with and developing VVIP casino customers based on their gaming worth. This will include acquiring new customers as well as developing existing guests who qualify to be assigned to a Senior Executive Casino Host. Provides effective leadership to ensure guests receive friendly, efficient, and accurate services and information. Maintains operational procedures for quality standards to ensure maximum guest service and cost-effectiveness. Supervises the Casino Marketing Host team by having clearly defined objectives, goals, schedules, and actions.

Duties/Responsibilities:

• Manage a group of assigned players, handling inbound services (Acquisition and Retention), while performing outbound sales services (Growth and Reactivation) according to defined and targeted lists of Sales Leads provided by the Marketing

• Coordinate with team members to properly retain customers across all Casino Marketing segments.

• Help with Special Events and Promotions as needed. Work with the Special Events and

Promotional Manager to understand possible shift changes and schedule changes in order to fulfill promotional needs.

• Work closely with the Director of Casino Marketing to receive timely call lists and reinvestment lists.
• Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix.
• Maintain discretion in communication to or about customers and player accounts or circumstances.
• Supervise special VIP events and ensure the highest level of customer delivery and satisfaction.
• Review daily and weekly shift reports.
• Minimize business risk by ensuring compliance with legislation and internal policies and procedures.

• Coordinate guest visits including meals and events, and assist guests with questions and

special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort when the Executive Host isn’t available.

• Assist in the execution of special functions (parties, tournaments, etc.) and is responsible for preparing invitee lists and telemarketing efforts for special events, individual visits, and/or obtaining feedback on customer satisfaction.
• Request feedback from former players on how services can be improved at the casino.
• Consistently deliver positive, courteous, and professional guest service in all interactions with guests, visitors, vendors, and fellow employees.
• Promote positive public/employee relations at all times.
• Maintain a clean, safe, hazard-free work environment within the area of responsibility.
• Safeguard the confidential information of all employee, department, and company records.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
• Ensure prompt and discrete notification to senior management and/or the Ethics Hotline of any observation of illegal acts and/or internal ethics violations.
• Responsible for all Casino Marketing Hosts assignments as applicable:
• Maintain a working knowledge of Top Tier guests, utilizing the Rush Rewards program to cultivate close ties with guests to build loyalty.
• Anticipates, responds to, and consistently meets or exceeds the needs of guests including, but not limited to, F&B, special event, transportation, and accommodation arrangements

• Provides effective leadership to ensure guests receive friendly, efficient, and accurate services and information. Maintains operational procedures for quality standards to ensure maximum guest service and cost-effectiveness.
• Responsible for ensuring training/retraining all team members in the Casino Marketing Host Role
• Maintain accurate personnel and departmental files. (Team Member, Vendor, Product)
• Must be thoroughly trained and have a full understanding of various computer systems and their software including but not limited to Microsoft Office, Google Suite, Synkros, and OPTX.
• Responsible for scheduling in order to provide the most efficient guest service possible.

• Players Services Team Members, adhering to all compliance and Standard Operating

Procedures, and coordinating with other departments as necessary.

• Review the operations of each shift and make recommendations to improve operational

efficiency and enhance guest service.

Required Skills/Abilities:

• Must possess outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and Team Members.
• Must be able to remain professional and tolerate stress related to servicing public guests in a high-pressure and fast-paced environment on the Casino gaming floor.
• Must possess strong leadership, prioritization, and planning skills, demonstrating the ability to handle and prioritize multiple tasks.
• Must be able to learn and retain knowledge of computer systems and software (including,

but not limited to Microsoft Office, Google Suite, Micros, and player tracking/ casino management software), procedures, and regulatory requirements.

• Must be able to constantly and accurately communicate effectively and politely in spoken English with Team Members and guests to answer questions, provide information, and check for guest satisfaction or Team Member understanding.
• Must be able to successfully fulfill the pre-employment process.
• Must be able to work flexible shifts and days of the week including holidays.
• Must obtain and maintain all necessary licensing.

Education and Experience:

Physical Requirements: