Player Development Manager

Sandia Resort & Casino; Albuquerque (NM); On-site; USD 70,000 - 110,000; Full time

Job summary

Sandia Resort & Casino in Albuquerque, NM, is seeking a Player Development Manager to lead strategic plans for the Player Development Department and supervise a team of Casino Hosts. The role emphasizes building relationships with high-value players, planning exclusive outings and events, coordinating with tables and slots teams, and ensuring adherence to internal controls while driving revenue growth.

The ideal candidate will combine strong analytical skills with exceptional communication and

Qualifications

• Bachelor’s degree in business administration, Marketing or related field with three (3) years related experience in the gaming / hospitality / sales / marketing industry. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling seven (7) years may substitute for the required education and experience.
• Must be at least 21 years of age.
• Must possess and maintain a valid, unrestricted New Mexico Driver’s License.

Responsibilities

• Contributes to increased revenue and cost efficiencies as indicated by measured analytical data and meets goals in the Annual Marketing Plan
• Develops strategic plans for the Player Development Department
• Develops programs geared to high worth customers: outings, special events, and player events
• Develops profiles on rated players to ensure staff can service their needs
• Establishes a personal relationship with players through regular communication
• Develops relationships with new high-rated players and pursues their business
• Coordinates with Table Games and Slot Management to identify rated players
• Develops and implements training programs for casino hosts focused on attracting and retaining high worth players
• Develops and attracts new customers while maintaining relations with existing high-value customers
• Assists with programs and promotions within procedures and internal controls
• Monitors reinvestment programs including comps and rewards from reports and transactions
• Performs subordinates’ compliance checks with SOPs
• Completes performance evaluations, training guidelines, coaching & mentoring
• Manages department schedule to ensure Casino Host coverage
• Assists with departmental budgets and reporting of expenses and revenues
• Complies with Pueblo of Sandia policies and NIGC/STGC regulations
• Leads Casino Host team to meet goals and action plans
• Performs other duties as assigned
• Maintains attendance as required under company policy

Skills

Leadership

Communication

Sales

Budgeting

Customer service

Education

Bachelor’s degree in business administration or related field

Three years related experience (substitution: seven years total)

Job description

Position Summary

The Player Development Manager directs the development of strategic and annual business plans for the Player Development Department to achieve planned revenue and profit. This position is also responsible for leading a team of Casino Hosts.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

1. Contributes specifically to the increased revenue and cost efficiencies as indicated by measured analytical data and meets specific goals as set forth in the Annual Marketing Plan
2. Responsible for developing strategic plans for the Player Development Department
3. Develops programs specifically geared to high worth customers: outings, special events, and player events
4. Develops profiles as needed on rated players to ensure members of guest services know how to adequately service their needs
5. Establishes a personal relationship with players by communicating on a regular and on-going basis
6. Develops meaningful business relationships with new high rated players by establishing and actively pursuing their business
7. Works with the Table Games and Slot Management to ensure rated players are identified
8. Develops and implements training programs for casino hosts that are specifically geared toward attracting and retaining high worth players
9. Develops and attracts new customers while maintaining and enhancing relations with existing high value customers
10. Plays key role in partnering with the creation and execution of various programs and promotions by assisting players in making special arrangements within established company and departmental procedures while ensuring compliance with Minimum Internal Controls
11. Works closely with the data base team to monitor reinvestment programs including comps and other earned or reward incentives by routinely checking reports and actual transactions
12. Routinely and periodically spot checks subordinates primary job responsibility tasks, tracking mechanisms and work to ensure compliance with SOP's
13. Responsible for completing performance evaluations, training guidelines, coaching & mentoring programs according to appropriate standards for all areas of supervision
14. Manages department schedule to ensure Casino Host coverage
15. Responsible for helping prepare departmental budgets and report on expenses and revenues periodically to ensure guidelines are being followed
16. Performs duties in accordance with property compliance and regulation standards as established by the Pueblo of Sandia and governed by the policies of the NIGC and STGC
17. Leads Casino Host team in achieving outlined goals and action plans
18. Performs other duties as assigned
19. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia.

Additional Responsibilities

1. Provides direct management and supervision to all reporting Team Members, typically for a larger department, operational area or more complex professional department.
2. Functions as an advisor to the operations and sets goals that are results oriented, organized, and account for business challenges.
3. Guides the team to achieve a well-defined structure and efficient operation.
4. Delegates responsibilities to the most qualified Team Members through observing and understanding strengths and weaknesses.
5. Creates an environment of teamwork, through communicating common goals, shows appreciation for team members contributions and on-going support, and leads by example.
6. Collaborates and communicates effectively in a professional and articulate manner.
7. Demonstrates strong knowledge of all reporting departments/operational areas.
8. Strong analytical and critical thinking skills to identify problems, generate solutions, and implement them.

Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Demonstrated abilities in maintaining consistent high quality quest service levels.
2. Must possess excellent communication skills.
3. Knowledge and abilities to increase revenues and controlling expenses.
4. Ability to negotiate contracts and maintain ongoing business relationships.
5. Excellent presentation skills in English.
6. Ability to multi-task and prioritize.
7. Ability to work well without supervision.
8. Ability to memorize and retain large quantities of information.
9. Ability to work in a smoke filled environment.
10. Excellent and proven sales skills.
11. Ability to maintain composure and show self-confidence.

Qualifications

Education and Experience

Required:

1. Bachelor’s degree in business administration, Marketing or related field and three (3) years related experience in the gaming / hospitality / sales / marketing industry. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling seven (7) years may substitute for the required education and experience.
2. Must be at least 21 years of age.
3. Must possess and maintain a valid, unrestricted New Mexico Driver’s License.

Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.

License/Certifications/Registrations

1. Must be able to obtain and maintain the required STGC Gaming License
2. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Hearing

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Kneeling

Bending legs at knee to come to a rest on knee or knees.

Lifting

Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

Pulling

Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.

Pushing

Using upper extremities to press against something with steady force to thrust forward, downward, or outward.

Reaching

Extending hand(s) and arm(s) in any direction.

Seeing

The ability to perceive the nature of objects by the eye.

Walking

Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Sitting

Particularly for sustained periods of time.

Standing

Particularly for sustained periods of time.

Stooping

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Working Conditions Required:

1. Work is normally performed in a typical interior/office work environment.
2. No or very limited physical effort required.
3. No or very limited exposure to physical risk.

Source: Hospitality Online