Director of Player Development

PENN Entertainment • Joliet, IL

2d

About The Position

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. Click HERE to discover how we empower team members to grow, thrive, and advance in their careers. WE LOVE OUR WORK. - Creates and implements all property Player Development strategies, which include those of the Player Development team, Executive Casino Hosts, ViP Services, Teleservices, and Players Club. - Utilizes operational marketing and executes customer relationship marketing strategies with an emphasis on player development, special events, and promotions to foster positive relationships with rated players and ensure quality guest experiences. - Assists in developing programs specifically geared to the top tier customer base. - Motivates and manages teams to achieve guest service, revenue, and efficiency goals while working within budget guidelines. - This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and team members. - Understands and adheres to all Hollywood Casino and Marketing department standards, policies, and procedures. - Has a strong understanding of the internal Control Systems (iCS) and the Minimum internal Control Standards (MiCS), as relevant to the Marketing department. - Interviews, hires, trains, and directs staff members in a manner that ensures department success. - Pro-actively counsels team members and implements necessary corrective measures. - Develops a profitable Player Development program to attract premium customers. - Ultimately responsible to maintain/increase the high-end segments of the Hollywood Casino database, increases market share and visitation of our targeted customers, and drives new target customer acquisition and overall gaming revenue. - Evaluates profitability of Player Development programs and assess financial impact. - Forecasts and budgets for all Player Development expenses. - Establishes consistent and innovative Player Development programs with an eye on clean execution. - Establishes and monitors a Player Development/Host bonus program that is measurable and profitable to the company. - Maintains awareness of changes in the marketplace that may impact revenues and adjusts programs accordingly. - Ensures that all responsible areas are proactively managed and efficiently operated. - Directs team to identify, solicit, and register high-end players for the Hollywood Casino Club. - Directs a team that establishes accurate accounts for players based on data entry guidelines, issues cards, and fully explains program. - Directs a team that evaluates player accounts and issue comps based on recorded play, earned number of points, and comps available in player accounts. - Directs a team that works with hotel reservations and management to ensure casino blocks are managed properly. - Acts as a liaison between the Player Development department and all other departments - Processes Credit application and grants hold check privileges and check cashing approvals in accordance with established guidelines. - Builds player loyalty by contacting everyone on their lists via direct mail, telemarketing, and personal visits. - Acts as guest liaison, handles guest opportunities, and resolves situations so as to ensure smooth operations and excellent customer service. Reports same to management. - Attends all in-house special events targeting our best customers and assists in the planning and implementation of these events. Attends off-site events as assigned. - Completes appropriate addition/deletion forms as requested. - Is available to meet and greet premium customers on the floor. - Turns in required reports/paperwork in a timely fashion. - Meets with the VP of Marketing on a continual basis. - Entertains guests in house by enjoying lunch or dinner with premium customers. - Displays the ability to be a team player and interfaces with other departments to develop key relations to ensure maximum efficiency in completing job tasks. - Serves as a company agent interacting with customer to promote good public relations and ensure continued business. - Supports the efforts of the Player Development Executives. - Coaches the Player Development Executives and shares valuable experience. - Creates fun for their guests appropriate to a casino environment. - Develops and maintains knowledge of property product promotions and events. - Other duties as assigned.

Requirements

• Bachelor’s degree in Marketing, Finance, or related area required; or equivalent combination of education and experience.
• Minimum five (5) years of Casino, Sales and/or Marketing experience with proven success exhibited in marketing, advertising, database marketing, promotions, and special events.
• Must have experience managing a 20+ member team, previous Hosting and Player Club experience and/or supervision are a plus.
• Must have a proven history of successful high-end business development, team building, and efficient labor management.
• Must understand and speak the English language.
• Ability to train and mentor both individuals and a team.
• Must display a passion for their duties.
• Must have excellent written and verbal communication skills.
• Ability to maintain a high level of confidentiality and professionalism.
• Must be proficient in Microsoft Office applications (Word, Excel, Outlook, etc.).
• Proven managerial and critical thinking skills required.
• Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
• Ability to manage employees working in a high-pressure environment towards successful results for the property and company.
• Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
• Must have exceptional customer service, interpersonal, and organizational skills.
• Ability to meet deadlines and effectively manage multiple priorities in a demanding work environment.
• Strong client interface and presentation skills preferred.
• Availability for evening, weekend, and holiday work is required.

Nice To Haves

• Must have experience managing a 20+ member team, previous Hosting and Player Club experience and/or supervision are a plus.
• Strong client interface and presentation skills preferred.

Responsibilities

• Creates and implements all property Player Development strategies, which include those of the Player Development team, Executive Casino Hosts, ViP Services, Teleservices, and Players Club.
• Utilizes operational marketing and executes customer relationship marketing strategies with an emphasis on player development, special events, and promotions to foster positive relationships with rated players and ensure quality guest experiences.
• Assists in developing programs specifically geared to the top tier customer base.
• Motivates and manages teams to achieve guest service, revenue, and efficiency goals while working within budget guidelines.
• This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and team members.
• Understands and adheres to all Hollywood Casino and Marketing department standards, policies, and procedures.
• Has a strong understanding of the internal Control Systems (iCS) and the Minimum internal Control Standards (MiCS), as relevant to the Marketing department.
• Interviews, hires, trains, and directs staff members in a manner that ensures department success.
• Pro-actively counsels team members and implements necessary corrective measures.
• Develops a profitable Player Development program to attract premium customers.
• Ultimately responsible to maintain/increase the high-end segments of the Hollywood Casino database, increases market share and visitation of our targeted customers, and drives new target customer acquisition and overall gaming revenue.
• Evaluates profitability of Player Development programs and assess financial impact.
• Forecasts and budgets for all Player Development expenses.
• Establishes consistent and innovative Player Development programs with an eye on clean execution.
• Establishes and monitors a Player Development/Host bonus program that is measurable and profitable to the company.
• Maintains awareness of changes in the marketplace that may impact revenues and adjusts programs accordingly.
• Ensures that all responsible areas are proactively managed and efficiently operated.
• Directs team to identify, solicit, and register high-end players for the Hollywood Casino Club.
• Directs a team that establishes accurate accounts for players based on data entry guidelines, issues cards, and fully explains program.
• Directs a team that evaluates player accounts and issue comps based on recorded play, earned number of points, and comps available in player accounts.
• Directs a team that works with hotel reservations and management to ensure casino blocks are managed properly.
• Acts as a liaison between the Player Development department and all other departments
• Processes Credit application and grants hold check privileges and check cashing approvals in accordance with established guidelines.
• Builds player loyalty by contacting everyone on their lists via direct mail, telemarketing, and personal visits.
• Acts as guest liaison, handles guest opportunities, and resolves situations so as to ensure smooth operations and excellent customer service. Reports same to management.
• Attends all in-house special events targeting our best customers and assists in the planning and implementation of these events. Attends off-site events as assigned.
• Completes appropriate addition/deletion forms as requested.
• Is available to meet and greet premium customers on the floor.
• Turns in required reports/paperwork in a timely fashion.
• Meets with the VP of Marketing on a continual basis.
• Entertains guests in house by enjoying lunch or dinner with premium customers.
• Displays the ability to be a team player and interfaces with other departments to develop key relations to ensure maximum efficiency in completing job tasks.
• Serves as a company agent interacting with customer to promote good public relations and ensure continued business.
• Supports the efforts of the Player Development Executives.
• Coaches the Player Development Executives and shares valuable experience.
• Creates fun for their guests appropriate to a casino environment.
• Develops and maintains knowledge of property product promotions and events.
• Other duties as assigned.

Benefits

• wellness programs designed to support our team members' financial, physical, and mental well-being
• day-one medical coverage
• 401(k) matching
• annual performance bonus
• Paid time off is earned according to the local policy and increases with the length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees