Director of Player Development

L'auberge Casino Resort Lake Charles • Lake Charles, LA

74d • $100,000

About The Position

At PENN Entertainment, you’ll be part of an exciting industry where the days and nights are fast-paced. You will work with a diverse set of coworkers who are enthusiastic about helping people find and have more fun. The company cares about your career growth and provides support to expand your possibilities. The initial placement within the salary range is based on relevant knowledge, skills, and experience, with a competitive Total Rewards package that includes wellness programs, day-one medical coverage, 401(k) matching, and an annual performance bonus. Paid time off is earned according to local policy and increases with the length of employment.

Requirements

• Must be at least 21 years of age.
• Bachelor’s degree from a four-year college or university, or a minimum of five years in a customer service leadership role.
• Minimum of two years Casino Guest Service experience, including Player Development.
• Two years of hosting experience with an adequate customer following preferred.
• Excellent verbal, written, and interpersonal skills.
• Technical proficiency in Microsoft applications (Word, Excel, Outlook).
• Strong client interface and presentation skills preferred.
• Ability to interact with guests and resolve problems diplomatically.
• Ability to perform basic mathematical calculations.

Nice To Haves

• Demonstrated ability to drive toward results.

Responsibilities

• Supervise and manage staff in the Player Development department.
• Develop, implement, and manage operational goals and monitor achievements of performance and profit objectives.
• Create effective schedules while maintaining labor costs and achieving guest satisfaction.
• Assist in the budget process for the department and ensure compliance with budget initiatives.
• Develop and implement VIP player programs/events/parties to create guest loyalty.
• Administer and oversee player coding and monitor team member progress.
• Prepare and distribute daily and weekly reports regarding scheduled VIP player property visits.
• Analyze trends with the Database to identify weaknesses and incent active and inactive guests.
• Partner with the Director of Marketing to coordinate opportunities.
• Assist players with hotel and restaurant reservations and other amenities.
• Coach and provide pathways to Hosts to achieve their goals.
• Develop and monitor VIP player discretionary comping guidelines.
• Make final decisions regarding valuable complimentaries based on recorded play and customer profitability.
• Resolve VIP guest opportunities, conflicts, and complaints.
• Maintain confidentiality of player information.
• Represent the Company for VIP player outings and events.
• Support and promote superior customer service in accordance with company standards.
• Enhance guest interactions by providing a friendly greeting and creating a positive atmosphere.
• Ensure compliance with all regulatory requirements and report potential issues.

Benefits

• Day-one medical coverage
• 401(k) matching
• Annual performance bonus
• Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree