PLAYER DEVELOPMENT MANAGER - CB & VR - FULL TIME - VARIED SHIFT

STARTING RATE:  D.O.E.

MINIMUM AGE REQUIREMENT:  21 years old

LICENSE/CERTIFICATION:  State of Nevada Gaming Permit, Alcohol Awareness Card, Valid Driver’s License, and D.M.V. Driving History Printout (no more than 30 days old), and Proof of Unexpired Personal Vehicle Insurance Coverage.

JOB SUMMARY:

Responsible for the infrastructure that enables casino hosts to develop, cultivate, and maintain relationships with existing and prospective casino guests to increase visitation, player loyalty, and gaming revenue. Focuses on the administrative functions that support the acquisition and retention of high-value players through personalized guest interaction, strategic marketing efforts, and exceptional customer service. Works closely with Marketing, Casino Operations, and other departments to create and deliver a first-class gaming and entertainment experience for guests while achieving departmental goals and revenue objectives.

JOB QUALIFICATIONS:

Three (3) or more years of Gaming, Marketing, Hospitality, Sales, Customer Relationship Management experience required. Casino host or player development experience preferred. Must possess knowledge of casino marketing principles, player reinvestment strategies, player loyalty programs, and customer relationship management platforms. Must be able to multitask, remain highly organized, exercise sound judgment, and effectively solve problems. Must demonstrate strong interpersonal, communication, and customer service skills. Proficiency with Microsoft Office products, including Excel, and cloud-based data management required. Must be able to read, write, and communicate verbally in English.

ESSENTIAL JOB FUNCTIONS:

• Develop and maintain player lists, sales targets, coding process; manage host incentive plan and goal setting.

• Set goals to enable hosts to successfully identify and recruit new high-value players through prospecting, networking, referrals, and direct marketing efforts.

• Serve as a periodic contact for VIP guests, ensuring an exceptional level of service and responsiveness.

• Analyze player activity and collaborate on customized offers, incentives, and promotional opportunities to maximize player worth and retention.

• Execute player development strategies designed to achieve departmental revenue goals and grow the property's customer base.

• Coordinate and host special events, tournaments, VIP functions, and promotional activities to strengthen guest relationships.

• Continuously monitor player activity and trends to identify opportunities for increased guest engagement and revenue generation.

• Work closely with Marketing, Casino Operations, Hotel, Food & Beverage, and other departments to ensure seamless guest experiences.

• Utilize customer relationship management systems and player tracking software to maintain accurate guest records and activity histories.

• Maintain knowledge of all property amenities, promotions, entertainment offerings, and special events to effectively communicate opportunities to guests.

• Prepare player development reports, performance analyses, and revenue summaries as requested.

• Assist with the development and implementation of marketing initiatives designed to increase player card usage, rated play, and customer retention.

• Ensure adherence to departmental policies, internal controls, and applicable gaming regulations.

• Participate in team meetings, training programs, and property-wide marketing initiatives.

• Other job-related duties as assigned and instructed by management.

CUSTOMER SERVICE EXPECTATIONS:

• Maintain strict confidentiality regarding player finances, individual accounts, player information, and player lists.

• Foster an environment of teamwork and cooperation throughout the property.

• Deliver exceptional guest service by anticipating and exceeding guest expectations.

• Resolve concerns and service-related issues for valued guests in a professional and timely manner.

• Share knowledge and best practices in a manner that promotes creativity, innovation, and employee development.

• Act as a positive ambassador for the property at all times.

PHYSICAL DEMANDS:

The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, etc. No special physical demands are required to perform the work.

WORK ENVIRONMENT:

The work environment involves everyday risks or discomforts requiring normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lit, heated, and ventilated. The work environment involves exposure to secondhand smoke in a casino. This is a 24 hour/7 day a week work environment with varying shifts including weekends and holidays.