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: www.gotoworkhappy.com/benefits

Job Description

POSITION SUMMARY:

The Manager of Player Development is responsible for creating, implementing, and overseeing Marketing strategy to build customer loyalty, increase visitation, and drive results. He or she manages & coaches Player Development team members to reach goals, cultivate relationships, and enhance player experience.

Essential Functions

• Works with Director to establish department performance goals for Player Development team members.
• 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 Indiana Gaming Regulations.
  
  

Education And /Or Experience Requirements

• Five years of gaming experience with a minimum of 2 years in Marketing.
  
  

Additional Requirements

• Must obtain and maintain all licenses/certifications per Federal, State, and Indiana Gaming Commission.
• Must successfully pass background check.
• Must successfully pass drug screening.
• 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.