Host, Executive Player Development

Churchill Downs•Waterloo, NY

About The Position

The Player Development Executive assists in the leading of Marketing personnel in building relationships, promoting del Lago Resort and Casino, and providing a guest service experience that exemplifies the company mission of providing an exciting environment and world class service by delivering Old-World Hospitality and Charm. The Player Development Executive is responsible for developing and coordinating programs to attract high value players and manage such guests to ensure the guest's satisfaction and repeat visits. The work requires excellent communication and judgmental skills, as position is called upon to interact frequently with high value guests and make decisions regarding the issuance of complimentary items. The Player Development Executive is responsible to grow the customer data base of managed players through one-on-one interactions with our guests and will work, cross functionally and in coordination with all departments to develop, implement and monitor the annual business plan in order to achieve planned revenue and profits.ESSENTIAL DUTIES AND RESPONSIBILITIES The following statements are intended as general illustrations of the work in this class and are not all inclusive.

Requirements

The Player Development Executive must be a minimum of 18 years of age.
The Player Development Executive is required to have at least two years of experience in gaming operations.
Gregarious, results oriented, hands-on professional with the ability to interact effectively with the public, staff, and colleagues.
Excellent communication skills both written and oral.
Ability to read, analyze, interpret, and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos; author reports, business correspondence and procedure manuals; effectively present information and respond to questions from groups of managers or staff, guests, and the general public.
Working knowledge of Excel and Word required.
Attention to detail and accuracy.
Maintain confidential information.
Communicate effectively with all levels of Team Members, guests, and outside contacts
Required to work long hours, including nights, weekends, and holidays
Accurately calculate figures and amounts and perform mathematical functions applicable to business needs
Define problems, collect data, establish facts, and draw valid conclusions
Use all equipment associated with the position, including but not limited to computer keyboard
Interpret and follows through on a variety of instructions furnished in written, oral, diagram, or schedule form
Resolve problems and conflicts in a diplomatic and tactful manner
Ability to be physically mobile with reasonable accommodations including ability to push, pull, carry, and lift up to 25 lbs.
Ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces
Attend required training sessions offered by the casino
Obtain required license(s)
Perform the duties described in compliance with local laws and regulations
Responsible for taking the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco
Knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member's department
Knowledge of the property's programs to address problem gambling
Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with gaming regulations and Internal Controls
Responsible for taking the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management
Reports any acts of wrongdoing on behalf of any Team Member that they have knowledge of

Nice To Haves

Bachelor's degree from a four-year college or university; or a minimum of three years of experience in a comparable position; or equivalent combination of education and experience is preferred.
Previous customer service experience preferred

Responsibilities

Ensures increase value of the brand of del Lago - excellence, excitement, homegrown hospitality within all programs and executions
Ensures Player Card Retail Cashiers and Casino Hosts have a comprehensive understanding of all club member benefits, promotions, and events
Ensures the Rewards Club and Player Development program database information is always handled confidentially and appropriately
Manages guest disputes appropriately and effectively, resolving at the lowest level possible
Required to work with Director of Promotion, Director of Marketing, and Player Development Manager to develop, implement, and facilitate Rewards Club benefits including providing details, rules, procedures, and materials necessary
Awards customer complimentary based on gaming action and program guidelines
Coordinates guest visits including meals and show reservations and assist guests with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort
Assists in the organization of special functions (parties, tournaments, etc.) and is responsible for preparing invitee lists and telemarketing efforts for special events, individual visits and/or obtain feedback on customer satisfaction
Contacts guests by calling, writing, or making personal visits to increase trip frequency
Attends off property functions as a representative of the company to entertain or assist guests as required
Analyzes various sources of data from credit bureaus, central credit, telephone or personal contact, and gaming history to grant credit with minimum risk for default, while maximizing the potential for customers to engage in gaming activities
Implements strategies and programs to cultivate the market for new and existing high-limit casino guests
Ensures all managed guests stay well informed of all special events, promotion, and entertainment, etc. that are taking place within the properties through direct mail, social media, telemarketing, etc.
Coordinates guest rooms, meals and show reservations, and assists guests with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort
Assists in creation of action plans and goals of the department
Maintains a good communication with co-workers and maintains a positive and professional work environment
Responsible for maintaining accurate and thorough records and reports
Attends Marketing meetings as a source of knowledge concerning the participation of Player Responsible for the Player Development and Rewards Club employees in up-coming promotions
Responsible for achieving specific revenue goals by developing new and existing high-end play
Develops new premium players by identifying their interests and encouraging a higher number of return trips through, player events, personalized notes, follow-up phone calls, etc.
Always maintain strict confidentiality of the guest information
Required to enthusiastically support, actively promote, and demonstrate superior customer service in accordance with department and company standards and programs. Emphasizes and role models company mission of providing excitement and delivering world class service
Responsible for being an effective communicator to ensure that consistent, accurate and timely information is provided to all shifts
Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts
Complies with the Responsible Gaming Plan as well as Title 31
Performs other duties as may be assigned by department and/or company management