Director of Player Development

Norfolk Casino • Norfolk, VA

1d

About The Position

The Director of Player Development is responsible for the overall management of the Player Development Department, including the growth and tracking of tiered card players and the growth and retention of high-end players. The role oversees reinvestment rates and programs for high-end players and establishes and executes department policies and objectives to grow new and existing players.

The Director supervises, schedules, and trains Hosts and VIP Services; monitors staff use of complimentary services against established guidelines; and works with sister properties to support VIP activities. The position develops and oversees player outreach, reactivation, rated-play, VIP, and customer relationship programs, and coordinates VIP player events and room blocks. It also maintains customer information and activity records, communicates credit policies to customers, provides customer insights to senior management, and collaborates with slot operations, table games, and property management on marketing programs.

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 and the ability to handle difficult guest situations.
• Computer literacy, including working knowledge of player tracking systems and a high skill level in Microsoft Word and Excel.
• Ability to analyze customer information and make appropriate decisions related to marketing and complimentary services.
• Ability to obtain appropriate work authorization in accordance with gaming regulations.

Responsibilities

• Manage the Player Development Department, including growth and tracking of tiered card players.
• Manage the growth and defection of high-end players and oversee their reinvestment rates and programs.
• 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 and increase 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed