Player Development Manager

Hollywood Gaming at Mahoning Valley Race Course • Youngstown, OH

2d • Onsite

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.

Requirements

• Must be proficient in Microsoft applications (Excel, Access, Word, Outlook)
• Inside sales experience and customer service industry experience required.
• Familiarity with player tracking software, Microsoft Office Suite, and preferably Salesforce.com
• Strong communication skills, both verbal and written.
• Ability to understand and analyze budget and P&L statements.
• Proven managerial and critical thinking skills required.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to communicate with internal and/or external customers
• Ability to maintain a pleasant and professional tone and demeanor.
• Ability to deal with frequent phone interaction.
• Must be outgoing and present a professional demeanor.
• Must possess excellent listening skills.
• Must perform all duties with a sense of urgency.
• Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
• Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier.
• 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.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to perform these operations using units of America money and weight measurement, volume and distance.
• Possess ability to operate an adding machine and have basic computer skills.
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Nice To Haves

• Familiarity with Salesforce.com

Responsibilities

• Develop and manage the player development department to cultivate relationships with high worth racino guests.
• Launch and oversee programs to enable property to recognize and reward VIP players.
• Develop and implement VIP player programming to build racino business.
• Provide suggestions to management and assists in development and implementation of player promotions, host programs, customer acquisition, player development, and enhancement of customer service experience.
• Hosting outside entertainment for our customers, such as professional sporting events, golf outings, dinners, and theatre events.
• Responsible for ensuring business growth and satisfaction of revenue objectives.
• Coach hosts to build player relationships with new, maintenance and inactive players.
• Develop, maintain and manage training programs.
• Function as a highly visible customer service representative responsible for the identification and development of new revenue sources through the acquisition of new VIP customers as well as maintaining and improving existing revenue sources from all current customers segments.
• Administer player coding in Salesforce, and monitor progress.
• Launch and oversee programs and policies to enable property to recognize and reward VIP players.
• Develop and implement VIP player discretionary comping guidelines.
• Prepare and distribute daily and weekly reports for own department, other departments and management.
• Serves as point person in the resolution of customer complaints and service recoveries.
• Assists players in making arrangements for hotel and restaurant reservations, and other amenities.
• Directs the appropriate flow of information to employees and upper management.
• Management accountability for all team members for day to day and long term operations to include hiring, training and developing employees.
• Develops, directs and evaluates policies, procedures and job performance.
• Assesses and manages Host player assignments and monitors performance and goals.
• Develop and administer incentive program.
• Maintains department scheduling, effectively and efficiently managing labor costs and staffing objectives while achieving guest satisfaction survey results.
• Hire, train, reward, develop, coach and discipline team members.
• Maintain compliance with policies and procedures.
• Ensures adherence to service standards.
• Provide weekly/monthly budget forecasts.
• Maintains budgetary control for department.
• Performs and adheres to company’s service philosophy and behaviors daily.
• Attends company’s training classes as directed to learn and/or improve existing skills.
• Maintain security and confidentiality of files, records and lists.
• Adhering to departmental quality standards.
• Maintaining compliance with the Ohio Lottery Commission Rules, Regulations, Standards and the company's System of Internal Controls and Sarbanes-Oxley requirements.
• Learns and adheres to company’s safety guidelines.
• Working within the guidelines established by the company.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager