The Manager Player Development is responsible for the strategic direction and daily operations of the player development department within a casino environment. This leadership role focuses on building and maintaining strong relationships with key players to drive revenue and loyalty. The Manager will develop and implement strategies to enhance guest satisfaction, optimize reinvestment, and achieve financial goals. This position requires a proactive individual with strong leadership, communication, and analytical skills, capable of working in a fast-paced environment and collaborating effectively with various departments.

Qualifications

• Bachelor’s degree in marketing or a related field.
• 8 to 10 years of experience in casino player development or sales management within the hospitality industry.
• Minimum of 3 years of supervisory experience.
• Equivalent combination of education and experience will be considered.
• Excellent written, communication, and presentation skills.
• Proficient computer skills, including a strong working knowledge of Microsoft Office Suite.
• Demonstrated ability to prioritize tasks, work independently, and meet objectives with limited supervision in a fast-paced setting.
• Comprehensive knowledge of customer service principles and processes, including needs assessment, quality standards, and satisfaction evaluation.
• Familiarity with player tracking systems and the issuance of complimentary offers.
• Ability to obtain and maintain necessary licensing from the appropriate gaming authority.
• Must possess and maintain a valid driver’s license.
• Flexibility to work varied shifts, including weekends and holidays, as needed.
• Availability to communicate with high-end guests via phone, text, and/or email outside of regular hours.
• Willingness to travel, including overnight stays, as required.

Responsibilities

• Oversee the establishment and nurturing of personal relationships with casino guests.
• Manage the auditing process for all departmental complimentary offers.
• Develop and implement revenue goals for the player development department, aligned with property demands.
• Monitor local competition and adjust performance goals accordingly.
• Conduct regular monthly and quarterly performance meetings with the player development team.
• Ensure guests have a positive gaming experience and effectively resolve any complaints.
• Train department staff on superior guest service, daily responsibilities, player tracking systems, hotel software, and the rewards program.
• Collaborate with other departments to ensure seamless guest experiences and appropriate complimentary offers.
• Interact with database management and IT departments to guarantee accurate player ratings and offer distribution.
• Participate in the planning and execution of special events for VIP players both on and off property.
• Review individual and departmental performance and promotional status with senior management.
• Develop and manage the budget for preferred players and high-value promotions.
• Supervise a team, including input on hiring, firing, and performance evaluations.
• Perform other job-related duties as assigned.