Player Development Manager (65857)

Catawba Two Kings Casino; Kings Mountain (NC); Sur place; USD 80 000 - 120 000; Plein temps

Résumé du poste

Catawba Two Kings Casino is seeking a Player Development Manager to lead the PD Department, drive VIP guest experiences, and align with marketing strategies across departments. You will coach team members, ensure compliance with gaming regulations, and collaborate with Marketing to deliver targeted VIP initiatives.

The role emphasizes relationship building with high-value players, maintaining service standards, and reporting KPI performance to leadership.

Qualifications

• Bachelor’s degree in marketing, Communications, or Business preferred.
• Minimum of 4 years of supervisory/management experience in casino industry.
• Minimum 3 years’ experience as a Player Development Executive Host, PD management, or casino marketing management.
• Strong knowledge of Casino Marketing concepts and procedures.
• Experience assessing player ratings and reinvestment.
• Strong sales skills and business acumen.
• Experience with CRM platforms and incentive plan development.
• Clear understanding of comp policies and procedures.

Responsabilités

• Oversee and manage the Player Development Department, ensuring a cohesive team environment.
• Train, mentor, and coach PD Team Members to achieve growth and enhanced guest relationships.
• Uphold compliance with property, tribal, and regulatory standards.
• Conduct pacing reports, performance reviews, and set objectives.
• Foster a high-performance culture and Responsible Gaming awareness.
• Serve as primary ambassador for VIP guest relationships and exceptional service.

Connaissances

VIP guest service

Team leadership

Compliance knowledge

CRM platforms

Budget management

Communication skills

Problem solving

Formation

Bachelor’s degree in marketing, Communications, or Business

Outils

CRM platforms

Description du poste

Job Details:

Job Location: Catawba Two Kings Casino - Kings Mountain, NC 28086

Job Summary

Catawba Two Kings Casino is hiring a Player Development Manager to join our thriving team. This role will be responsible for overseeing the Player Development department, ensuring all PD Team members exceed high service standards, meet financial targets, and achieve performance goals. This role oversees the enhancement of VIP Guest experiences with elevating customer service, maintaining strong relationships with guests, and working closely with various departments to ensure a seamless and enjoyable experience. This role involves understanding marketing strategies and ensuring compliance with internal standards while fostering a positive work environment.

Leadership & Staff Management:

• Oversee and manage the Player Development Department, ensuring a cohesive team environment
• Train, mentor, and coach player development Team Members to achieve professional growth and enhance customer relationship building skills
• Uphold and enforce property, tribal, and regulatory compliance standards within the department
• Conduct regular pacing report updates, performance reviews, set clear objectives, and ensure measurable performance goals are met
• Foster a high-performance culture through continuous development and motivation of the team
• Serve as a Responsible Gaming Ambassador for the department with the ability to identify problem gaming

Customer Relationship Management:

• Serve as a primary ambassador for VIP customer relationships, ensuring exceptional service standards are consistently met.
• Build and maintain strong relationships with high-value players, ensuring a personalized and exceptional experience.
• Address customer feedback promptly, effectively resolving any issues to maintain a positive brand reputation.

Collaboration with Marketing Leadership:

• Work with marketing leadership on departmental initiatives, ensuring alignment with the company’s marketing strategy and property goals.
• Function as a liaison between marketing and casino guests to expedite customer requests and ensure seamless coordination.
• Provide regular updates and reports to leadership and stakeholders on department performance, including pacing reports and measurable objectives.
• Collaborate with marketing to develop targeted VIP customer marketing strategies, promotional campaigns, and extraordinary events to enhance player loyalty and retention.
• Monitor and facilitate cross property bookings and experiences

Performance Tracking & Reporting:

• Regularly track departmental goals and performance metrics, providing updates on progress to marketing leadership and Player Development Teams
• Prepare and present detailed reports on key performance indicators (KPIs), including VIP player engagement, retention, and overall satisfaction.
• Monitor pacing and implement strategies to meet and exceed departmental objectives.
• Provide response rate tracking for Player Development events
• Review guest service activities and reports to improve personalized guest service operations.

Training and Development

• Train, Develop, and mentor new and existing Player Development Team Members

Guest Service Excellence:

• Provide outstanding customer service to both guests and employees by exceeding the company's mission, vision, and values.
• Coordinate guest itineraries with the Player Development and Marketing team before guest arrivals to ensure high service levels.
• Prepare guest lists and promotional manifests for successful guest service follow-through.
• Make recommendations for new amenities and presentation setups based on guest feedback and industry trends.
• Provide constructive feedback to marketing Team Members to enhance the guest experience and ensure satisfaction.

Surveys & Guest Experience:

• Monitor and respond to player relationship and experience surveys to identify areas of improvement and develop solutions.
• Implement strategies to continuously enhance guest satisfaction and loyalty based on feedback.
• Maintain a positive work environment and ensure compliance with safety policies.

Compliance & Integrity:

• Ensure compliance with all property, tribal, and regulatory guidelines, policies, and procedures.
• Uphold the highest standards of integrity and professionalism in all interactions, ensuring compliance with relevant gaming and hospitality regulations.
• Maintain confidentiality and ensure that proprietary information is protected
• Stay updated on industry trends and best practices to ensure the department maintains a competitive edge.

Other duties as assigned.

Qualifications: Minimum Qualifications:

• Education: Bachelor’s degree in marketing, Communications, or Business preferred
• Experience: Minimum of 4 years of supervisory/management experience required with in the casino industry
• Experience: Minimum 3 years’ Experience as a Player Development Executive Host, Player Development management, or casino marketing management
• Experience: Strong knowledge of Casino Marketing concepts and procedures.
• Experience: Experience in assessing player ratings, and reinvestment
• Experience: Strong sales skills and business acumen
• Experience: Experience with CRM platforms and incentive plan development
• Experience: Clear understanding of comp policies and procedures

Skills & Abilities:

• Ability to assess player ratings and identify opportunities for enhancing guest relationships.
• Strong verbal and written communication skills with the ability to interact effectively with VIP customers, staff, and leadership.
• Ability to make complex decisions fairly and honestly.
• Understanding of Gaming Rules and Regulations.
• Strong problem-solving abilities with a customer-first mindset.
• Knowledge of competitive changes and industry trends.
• Ability to develop and maintain a positive work environment.
• Proven experience in budget management and ensuring departmental performance aligns with financial goals.

Physical Requirements:

• Ability to lift to 30lbs.
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.
• Ability to work in a loud fast-paced environment (may occasionally be exposed to second- hand cigarette smoke).
• Ability to work quickly and efficiently in a demanding environment, under short-time constraints, and with established deadlines.
• Ability to travel for offsite events, meetings, and conferences
• Occasional travel may be required.
• Constant standing, walking, bending, reaching, kneeling, squatting, pushing, andpulling.
• Visual acuity and hearing
• Must be able to work in all conditions, types of weather, hot, noisy, and smokyconditions.
• Ability to work a flexible schedule including extended hours, weekends, andholidays.

Catawba Indian Nation exercises INDIAN PREFERENCE

Native American Indian preference shall apply to this position pursuant to the Indian Self-Determination and Education Assistance Act (24 U.S.C. 450, et seq.), 25 CFR 271.44 and other relevant laws (title 25, U.S. code, Section 472 & 473)