What are the responsibilities and job description for the Player Development Manager position at The Nash Casino?
The Nash Casino, a premier gaming and entertainment destination in New Hampshire is seeking a motivated candidate that is eager to work in a dynamic and growing environment.
JOB SUMMARY: The Player Development Manager is responsible to drive guest development through prospecting, promotions, events, and additional guest relationship management activities.
JOB RESPONSIBILITIES:
JOB SUMMARY: The Player Development Manager is responsible to drive guest development through prospecting, promotions, events, and additional guest relationship management activities.
JOB RESPONSIBILITIES:
- Responsible for the overall operation and administration of the Player Development department and host program.
- Ensure all hosted guests are informed of all special events, promotions, and entertainment, through direct mail, social media, telemarketing, guest contact on the floor.
- Extend complimentary meals and appropriate incentives in accordance with company policy to drive visits and results.
- Assists with the development and implementation of special events and promotions and ensure host schedules meet the business needs of the property.
- Analyzes hosted guest incremental play resulting from attendance at special events and Team promotions. and entertainment.
- Assists in developing and adhering to operating budgets.
- Responsible for generating and achieving specific revenue goals by developing new and existing high-end players.
- Develops new premium players by identifying their interests and encouraging a higher number of return trips through player events, and customization of the player experience.
- Always maintain strict confidentiality of guest information.
- Enthusiastically supports, actively promotes, and demonstrates superior guest service in accordance with department and company standards and programs.
- Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided to all shifts.
- Ensures guest satisfaction in all areas and reports concerns or other observations to management including player feedback.
- Engage new members/visitors to the property and provide them with information about the property, events, offerings, and entertainment.
- Contacts players whose play or visit frequency has declined to determine if the relationship can be repaired.
- Assists in resolving issues and requests from players as needed and clearly communicates any relevant issues to appropriate department heads.
- Issues appropriate comps to eligible players.
- Encourages incremental visitation and new member acquisition in the Players Club.
- Provides consistent, detailed reports to the appropriate parties daily to include overall feedback on daily/nightly events, top players/VIPs, and new member feedback.
- Regularly monitors levels of play across all player tier levels and reviews daily player activity.
- Periodically host promotions, and giveaways with energy and enthusiasm.
- Assists the Players Club with special projects, as needed or as assigned by the Director of Marketing or Marketing Manager.
- Protects company assets and reports fraudulent or suspicious activities.
- To provide BIG Service to internal guests and ensure their complete satisfaction, inclusive of greeting and interacting with guests in a friendly and enthusiastic manner, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset.
- The ability to develop and maintain professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors.
- The ability and willingness to ensure that work activities are completed accurately, efficiently, and in a timely manner.
- The ability to work safely. This includes clearly understanding and following company safety policies and procedures, completing work in a safe manner, caring about safety of self and others, responding appropriately in an emergency, and reporting unsafe conditions.
- Maintain regular attendance at scheduled shifts and staff meetings.
- Maintain professionalism and a friendly and approachable demeanor throughout the workday.
- Assist with training/mentoring of new Team Members as requested.
- Maintain all appearance standards in accordance with established uniform and appearance guidelines.
- Inform the manager on duty of any irregularities and unusual situations when they occur.
- Ability to keep a friendly, calm, and helpful demeanor in high-stress situations and a continuously fast-paced environment.
- Is honest in all interactions and displays a high degree of integrity.
- Ability to work independently with little to no supervision or as part of a team is required.
- Must be and remain compliant with all legal or company regulations for working in the industry.
EDUCATION AND EXPERIENCE:
- High school diploma or general education degree (GED) required.
- Bachelor’s degree preferred.
- 3 years related experience required.
- 1 to 3 years supervisory/managerial experience required.
- Possess strong Microsoft Office Skills (Word, Excel, PowerPoint) and be proficient in Excel.
- Excellent written, oral, and interpersonal skills.
- Must be 21 years of age or older.
- Must pass all required pre-screening and background checks.
- Internal candidates must meet the eligibility requirements as provided in the Transfer and Promotion policy.
- Ability to work a variety of shifts, this includes day, swing, late-night, weekend, and holiday shifts as scheduled.
- Must be able to obtain and maintain a valid New Hampshire gaming license.
PHYSICAL & MENTAL DEMANDS AND WORKING CONDITIONS: The physical and mental demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to move in and around the work area throughout the entire workday.
- Must be able to sit, stand or walk for extended periods of time.
- Must be able to repeat the same movements.
- Must be able to engage and interact with all guests appropriately and work well under the pressure of a fast-paced environment.
- Must be able to successfully communicate on a regular basis with all co-workers, vendors, and guests both in person and over the telephone.
- Must be able to answer all inquiries, provide assistance and information in a professional and accurate manner.
- Must be able to access and interpret information on computer screens.
- Must be able to work in an environment where smoking is permitted, and can be loud with guest chatter, overhead music, and live entertainment.
- Must be able to lift and carry up to 30 pounds and respond to visual and aural cues.
- Requires the ability to distinguish letters or symbols and eye hand coordination.
The Nash Casino is an equal opportunity employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, disability, sexual orientation, or any other characteristic protected by state or federal law.
