Player Development Manager

Delaware Park Casino & Racing•Wilmington, DE

2d•Onsite

About The Position

The Player Development Manager will lead, supervise, hire, train, schedule, and develop the Player Development and Asian Marketing teams. This role serves as a role model by fostering a culture of professionalism, accountability, and exceptional guest service. The manager will coach, mentor, and develop Executive Hosts and Asian Executive Hosts to ensure adherence to company service standards and performance expectations. Key responsibilities include communicating departmental goals, providing guidance and feedback, resolving team member and guest issues, and ensuring compliance with all relevant regulations. The role also involves leading player development initiatives, collaborating on marketing events, managing incentive plans, and overseeing departmental operations to achieve targeted growth in player reinvestment, gaming revenue, guest engagement, and host productivity.

Requirements

Bachelor's degree required.
Minimum of five (5) years of progressive Casino Marketing experience required.
Strong leadership, coaching, interpersonal, and guest service skills.
Excellent verbal, written, and organizational skills.
Proficiency in Microsoft Office Suite and Casino Marketplace systems.
Ability to work independently with minimal supervision while also collaborating effectively across departments.
Demonstrated ability to handle sensitive and confidential information with discretion.
Strong problem-solving and conflict-resolution skills.
Ability to comprehend, retain, and effectively execute written, verbal, and demonstrated instructions.
Must be able to successfully complete the Delaware State Lottery background investigation and licensing process.

Nice To Haves

Experience leading and developing high-performing teams preferred.

Responsibilities

Lead, supervise, hire, train, schedule, and develop the Player Development and Asian Marketing teams.
Serve as a role model by fostering a culture of professionalism, accountability, and exceptional guest service.
Coach, mentor, and develop Executive Hosts and Asian Executive Hosts to ensure adherence to company service standards and performance expectations.
Clearly communicate departmental goals, performance expectations, and service standards while providing ongoing guidance and feedback.
Address team member concerns and resolve workplace issues professionally, ensuring timely and effective follow-up.
Maintain strict confidentiality regarding employee matters and sensitive departmental information.
Ensure the consistent delivery of exceptional guest service across all areas of responsibility.
Respond to, investigate, and resolve guest concerns and issues with professionalism, discretion, and adherence to established policies and procedures.
Foster strong guest relationships through personalized service and proactive engagement.
Ensure compliance with all company policies and procedures, Delaware Lottery Rules and Regulations, and all other applicable regulatory requirements.
Handle confidential and sensitive information with integrity and discretion.
Oversee departmental operations to ensure efficiency, consistency, and alignment with organizational objectives.
Lead and develop Player Development initiatives to achieve targeted growth in player reinvestment, gaming revenue, guest engagement, and host productivity metrics.
Collaborate with internal departments to communicate and execute special events, promotions, tournaments, drawings, and marketing programs.
Assist with the planning, execution, and evaluation of marketing events and promotional activities as needed.
Manage and administer Executive Host and Asian Executive Host incentive plans in partnership with Planning & Analysis and the Vice President of Marketing.
Ensure adherence to approved marketing budgets and support pre- and post-event performance analyses.
Provide operational support during events, promotions, tournaments, and drawings as necessary.
Perform other duties as assigned.