Manager, Player Development - Domestic Market

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.  To see our fill list of Team Member Benefits please visit our career site: https://www.gotoworkhappy.com/benefits

Job Description:

POSITION SUMMARY:
 

The Manager of Player Development is responsible for assisting the Director in developing and implementing Player Development strategies designed to build customer loyalty, increase visitation, and drive revenue. This position oversees the execution of departmental initiatives and manages, coaches and develops Player Development team members to achieve individual and departmental performance goals. The Manager is responsible for cultivating and supporting a results-driven culture focused on proactive player engagement, relationship development, accountability and delivering amplified guest experiences.

ESSENTIAL FUNCTIONS:

• Provides direct supervision and leadership to Executive Casino Hosts, Hospitality Hosts, and Player Development Coordinators.
• Partners with Director to establish departmental performance goals and drives team accountability toward achieving established targets.
• Drives a proactive performance-driven culture by coaching team members in player acquisition, retention, reactivation, relationship management and strategies that strengthen guest loyalty.
• Ensures consistent utilization of CRM tools to support telemarketing/contact strategies and relationship building efforts.  
• Collaborate with other departments to ensure successful execution of VIP events while delivering memorable guest experiences. 
• Attend promotions & special events to support marketing efforts and greet customers. 
• Evaluate player activity to provide incentives; use authorization to approve comps and allowances (room, food, beverage, events tickets, free play, airfare, or discounts).
• Oversee the creation, development, and hosting of on and off property events. 
• Travel, when required, to facilitate off-site customer events, sporting events, etc.  
• Hire, coach, train, administer discipline and assist with annual performance appraisals.   
• Oversee department finances & budget reviews.
• Resolve customer disputes and ensure consistent service standards are maintained. 
• Comply with all departmental and company policies, as well as state regulatory requirements.   
• Maintains confidentiality of all Hard Rock Casino's trade secrets and proprietary information including business processes, customer lists, marketing plans and any other confidential information.
• Creates and ensures a fun-filled, entertaining and exciting environment.
• Performs other duties as assigned and adheres to all Tejon Gaming Regulations.
• Schedules Player Development team members to ensure appropriate departmental coverage based on business needs, events and operational demands.
• Reviews and processes departmental payroll, ensuring accuracy, timely submission and adherence to company policies and procedures.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

• Five years of gaming experience with a minimum of 2 years in Marketing. 
• Minimum of 1 year of leadership or management experience.

ADDITIONAL REQUIREMENTS:

• Must obtain and maintain all licenses/certifications per Federal, State, and Tejon Gaming Commission.
• Must successfully pass background check.
• Must be twenty-one years of age.
• Must be able to work holidays and weekends, as well as flexible shifts. 

ABILITY TO:

• Be a strategic, analytical, ethical, and effective motivator.
• Routinely go above and beyond in the accomplishment of position responsibilities to play a role in the achievement of organizational goals.
• Present an image of excitement and enthusiasm, while being able to project a professional appearance.
• Communicate clearly and concisely, both orally and in writing.
• Create an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Participate in the development and administration of goals, objectives, and procedures.
• Prepare clear and concise reports.
• Interpret and explain policies and procedures.
• Operate various types of office equipment & gaming programs.
• Establish and maintain effective working relationships with those contacted during work.
• Be flexible to work varying shifts and time schedules as needed.
• This position spends time on the Casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.