Player Development Manager

Hollywood Gaming at Dayton Raceway; Dayton (OH); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Wellness programs

401(k) matching

Paid time off

Day-one medical coverage

Annual performance bonus

Job summary

Hollywood Gaming at Dayton Raceway is seeking a Player Development Supervisor to manage department staff and create memorable guest experiences. Responsibilities include supervising staff, developing VIP loyalty programs, and ensuring compliance with company standards.

The ideal candidate will have a strong customer service background, leadership experience, and excellent communication skills. The role offers a starting salary of $70,000 along with a range of benefits designed to support employee well-being.

Qualifications

• Minimum five years in a customer service leadership role.
• At least two years of Casino Guest Service experience.
• Excellent verbal, written, and interpersonal skills.

Responsibilities

• Supervising and managing staff in the Player Development department.
• Creating effective schedules while maintaining labor costs.
• Developing and implementing VIP player programs to create guest loyalty.

Skills

Customer service leadership

Verbal and written communication

Interpersonal skills

Technical proficiency in Microsoft applications

Education

Bachelor’s degree from a four-year college or university

Job description

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day‑one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Responsibilities

• Responsible for supervising and managing staff in the Player Development department. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives in defined area.
• Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
• Develops and implements VIP player programs/events to create guest loyalty and return guest visits.
• Administers and oversees player coding in Salesforce and monitors team member progress.
• Prepares and distributes daily and weekly reports for own department, other departments and management in regards to scheduled VIP player property visits.
• Assists players in making arrangements for hotel and restaurant reservations and other amenities in absence of Hosts.
• Responsible for coaching and providing necessary pathways to Hosts to achieve their Salesforce goals.
• Develops and implements VIP player discretionary comping guidelines.
• Makes final decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability.
• Resolves VIP guest opportunities, conflicts, and complaints on behalf the Company in a fair and equitable manner.
• Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Represents the Company for VIP player outings and events as needed. Provides professional representation on at internal and external meetings and events.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals.
• Enhances guest interactions by providing a friendly greeting, offering directions, answering questions, making announcements, and creating an upbeat and positive atmosphere.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
• Maintains strict confidentiality in all departmental and company matters.

Qualification Requirements

• Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) years in a customer service leadership role and/or training; or equivalent combination of education and experience.
• Must have a minimum of two (2) years Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games.
• Two (2) years of hosting experience with adequate customer following preferred.
• Must have excellent verbal, written, and interpersonal skills.
• Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook).
• Strong client interface and presentation skills preferred.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Must have demonstrated ability to drive toward results.
• Must be at least 21 years of age.

Supervisory Responsibilities

• Responsible for staff development and training programs.
• Responsible for rewards and recognition program to maximize employee engagement.
• Evaluates team members within department and delivers constructive feedback to employees in regards to performance.
• Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Manages work procedures and expedites workflow.
• Responsible for employee performance (disciplining, coaching, counseling).

Language Skills

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

Reasoning Ability

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations

Employee must be able to qualify for licenses and permits required by federal, state and local regulations. Must successfully complete TIPS training.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud. Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.

Equal Opportunity Employer

We are an Equal Opportunity Employer.

Starting Salary

Starting at $70,000.