Director of Player Development

PENN Entertainment • Lake Charles, LA

11h • $100,000

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. ESSENTIAL DUTIES AND RESPONSIBILITIES The following and other duties may be assigned as necessary: 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/parties to create guest loyalty and return guest visits. Administers and oversees player coding 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. Works closely with Database to analyze trends, identify weaknesses, and incent active and inactive guests. Partners with Director of Marketing to ensure that departments coordinate opportunities. 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 goals. Develops, implements and monitors 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.

Requirements

• Must be at least 21 years of age
• 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 Player Development
• 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).
• 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.
• Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
• Must obtain a First Aid/AED certification.
• Must successfully complete C.A.R.E or TIPS training.
• 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 in English may also be required.

Nice To Haves

• Two (2) years of hosting experience with adequate customer following preferred.
• Strong client interface and presentation skills preferred.

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/parties to create guest loyalty and return guest visits.
• Administers and oversees player coding 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.
• Works closely with Database to analyze trends, identify weaknesses, and incent active and inactive guests.
• Partners with Director of Marketing to ensure that departments coordinate opportunities.
• 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 goals.
• Develops, implements and monitors 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.

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: Director
• Number of Employees: 5,001-10,000 employees