Director of Player Development
About The Position
The Director of Player Development is responsible for managing the Player Development Department, growing and tracking tiered card players, and increasing and retaining high-end players. The role oversees reinvestment rates and programs for high-end players, establishes and executes departmental policies and objectives, and manages Hosts and VIP Services through supervision, scheduling, and training. The Director oversees complimentary-service use within established guidelines, the property’s VIP program, VIP room blocks, and player events. The role develops programs to strengthen staff-customer relationships, increase rated play among mid- to high-end players, reactivate defected players, and grow the high-end segment of the player database. It also tracks staff activity and host contacts, maintains customer information and monthly activity reporting, communicates credit policies, and shares customer preferences and expectations with senior management. Working collaboratively with sister properties, slot operations, table games personnel, and property management, the Director supports VIP activities and develops marketing programs. Other duties may be assigned by Management.
Requirements
- At least five years of previous casino marketing experience.
- At least three years of management experience, preferably in player development.
- Strong employee-management skills and prior experience managing groups of 10 or more individuals.
- Excellent verbal and written communication skills.
- Excellent customer-relations skills, including the ability to handle difficult guest situations.
- Computer literacy, working knowledge of player-tracking systems, and a high skill level in Microsoft Word and Excel.
- Ability to analyze customer information and make appropriate marketing and complimentary decisions.
- Ability to obtain appropriate work authorization under gaming regulations.
Responsibilities
- Manage the Player Development Department, including the growth and tracking of tiered card players.
- Grow and retain high-end players and oversee reinvestment rates and programs for them.
- Establish and execute department policies and objectives to grow new and existing players.
- Supervise, schedule, and train Hosts and VIP Services staff.
- Monitor staff use of complimentary services and ensure compliance with established comp guidelines.
- Work with sister properties to support VIP activities.
- Implement programs to build staff-customer relationships, including regular telemarketing and written correspondence.
- Establish contact quotas and measure staff activity.
- Achieve goals for reactivating defected players.
- Increase the number of high-end players in the player database.
- Create programs to increase rated play among mid- to high-end players.
- Oversee the property’s VIP program and recommend changes as needed.
- Establish procedures to obtain and record customer information for monthly activity reports.
- Communicate credit policies to customers.
- Plan and coordinate VIP player events.
- Oversee VIP room blocks and ensure qualified players are offered appropriate programs.
- Provide senior management with feedback on customer preferences and expectations.
- Collaborate with slot operations and table games personnel to grow the high-worth customer segment.
- Assist property management in creating new marketing programs.
- Obtain and record addresses and phone numbers for new customers and maintain customer records for monthly host activity reports.
- Perform other duties as assigned by Management.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
