Player Development Executive

Seneca Gaming Corporation•Salamanca, NY

About The Position

The Player Development Executive is responsible for the development and generation of new customers and retention of current customers through marketing, promotions, and junket/comp programs. Assist in the development of player action and patronage to ensure repeat visits, with special attention to high-end players, to be defined by Vice President of Player Development. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 1. Ensure the highest level of Customer Service is given to guest at all times. Abide by all departmental policies and procedures to ensure the highest service is delivered to guests. 2. Player Development Executive (also known as PDE) will be responsible for the development of an established database. This development will be quantified and measured by increased play, trips and profitability of this assigned group. The PDE must meet the minimum standards in regards to lift and incremental gaming activity. 3. Market to mid to high level slot and table players using personal letters, notes, invitations, telemarketing techniques and direct patron contact. 4. Attend all customer needs and issues. 5. Award complimentaries consistent with the company and departmental policies and standards. 6. Actively seeks new players and increased trips of existing players (incremental trips/gaming) through networking. 7. Must meet sales goals. 8. Promote superior customer service with all guests (internal and external) 9. With the direction and supervision of the Vice President of Player Development (A), PDE will develops, implements, and monitors department budgets; ensures customer tracking to enable analysis of premium players and forwards reports to Marketing Management as needed/requested. 10. Establish, monitor, and review departmental and personal PDE budgets on a regular basis. Ensure the departments are meeting or exceeding established revenue and performance goals and recommends changes to enhance profitability. 11. Track Premium Players by implementing and completing customer surveys, reporting survey analysis and offering suggestions to appropriate staff to initiate changes based on research. Develop and maintain complimentary programs for appropriate player levels. Maintain a high profile at VIP events, constant visual presence to all players at or appropriate times. Work very closely with Hosts. 12. Work closely with Marketing/Asian Marketing to develop weekly, monthly, and quarterly promotions and Slots/Table Games to assist them with the identification and retention of premium customers. 13. Work with all areas on increasing promotional activities within the Seneca Gaming Corporation and outlets. 14. May be asked to represent the Company, including spokesperson, at events or promotions, entertainment and Company sponsored events. 15. Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times. 16. Provide exceptional customer service to all patrons and communicates in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff. 17. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies. 18. Must complete all required SGC Training programs within nine (9) months from commencement of employment. 19. Attend all necessary meetings. 20. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule.

Requirements

Must be 21years of age or older upon employment.
High school diploma or equivalent required. Bachelors Degree in marketing or a related discipline preferred.
Minimum three (3) years experience in a host capacity in a large scale gaming operation.
Must be conversant with player rating systems, including ACSC, LMS and standard comp reinvestment matrices.
Must have a comprehensive understanding of casino operations, comp policies, slot ratings, table ratings and rules and player development.
Must be outgoing, energetic and positive. Must be able to interact with large groups of people in a professional manner.
Must be able to travel and work extended hours.
Must have an unblemished record with no instances of reported issues regarding customer service, contributing to a hostile work environment or any other negative commentary in your official company file.
Must be fully conversant with complimentary guidelines consistent with normal industry standards.
Must have proficient computer skills.
Must possess and maintain a valid driver’s license and be able to substantiate a safe driving record within the parameters acceptable to our liability insurance carrier.
Must possess excellent communication skills.
Ability to write routine correspondence and to speak effectively to the public, employees and customers.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Must have the ability to deal effectively and interact well with the customers and employees.
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Adequate manual dexterity to operate office equipment.
Light lifting.
Occasional travel.
Must be able to effectively understand and communicate to candidates and employees.
Must be able to stand, walk, and move through all areas of the casino.
Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.
Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.

Nice To Haves

Bachelors Degree in marketing or a related discipline preferred.
Five (5) years in the gaming industry with three (3) years in Casino Marketing, preferred.

Responsibilities

Ensure the highest level of Customer Service is given to guest at all times.
Player Development Executive (also known as PDE) will be responsible for the development of an established database.
Market to mid to high level slot and table players using personal letters, notes, invitations, telemarketing techniques and direct patron contact.
Attend all customer needs and issues.
Award complimentaries consistent with the company and departmental policies and standards.
Actively seeks new players and increased trips of existing players (incremental trips/gaming) through networking.
Must meet sales goals.
Promote superior customer service with all guests (internal and external)
PDE will develops, implements, and monitors department budgets; ensures customer tracking to enable analysis of premium players and forwards reports to Marketing Management as needed/requested.
Establish, monitor, and review departmental and personal PDE budgets on a regular basis.
Track Premium Players by implementing and completing customer surveys, reporting survey analysis and offering suggestions to appropriate staff to initiate changes based on research.
Work closely with Marketing/Asian Marketing to develop weekly, monthly, and quarterly promotions and Slots/Table Games to assist them with the identification and retention of premium customers.
Work with all areas on increasing promotional activities within the Seneca Gaming Corporation and outlets.
May be asked to represent the Company, including spokesperson, at events or promotions, entertainment and Company sponsored events.
Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy.
Provide exceptional customer service to all patrons and communicates in a pleasant, friendly and professional manner at all times.
Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
Must complete all required SGC Training programs within nine (9) months from commencement of employment.
Attend all necessary meetings.
Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.