Player Development Manager

PENN Entertainment • Dayton, OH

17h • Onsite

About The Position

Responsible for supervising and managing staff in the Player Development department. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives in defined area. Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction. Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager. Develops and implements VIP player programs/events to create guest loyalty and return guest visits. Administers and oversees player coding in Salesforce and monitors team member progress. Prepares and distributes daily and weekly reports for own department, other departments and management in regards to scheduled VIP player property visits. Assists players in making arrangements for hotel and restaurant reservations and other amenities in absence of Hosts. Responsible for coaching and providing necessary pathways to Hosts to achieve their Salesforce goals. Develops and implements VIP player discretionary comping guidelines. Makes final decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability. Resolves VIP guest opportunities, conflicts, and complaints on behalf the Company in a fair and equitable manner. Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc. Represents the Company for VIP player outings and events as needed. Provides professional representation on at internal and external meetings and events. Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals. Enhances guest interactions by providing a friendly greeting, offering directions, answering questions, making announcements, and creating an upbeat and positive atmosphere. Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM. Maintains strict confidentiality in all departmental and company matters.

Requirements

• Must be at least 21 years of age.
• Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) years in a customer service leadership role and/or training; or equivalent combination of education and experience.
• Minimum of two (2) years Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games.
• Excellent verbal, written, and interpersonal skills.
• Technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook).
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Demonstrated ability to drive toward results.
• 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 English may also be required.
• 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.
• Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
• Must successfully complete TIPS training.

Nice To Haves

• Two (2) years of hosting experience with adequate customer following preferred.
• Strong client interface and presentation skills preferred.

Responsibilities

• Supervising and managing staff in the Player Development department.
• Developing, implementing and managing operational goals and monitoring achievements of performance and profit objectives.
• Creating effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
• Developing and implementing VIP player programs/events to create guest loyalty and return guest visits.
• Administering and overseeing player coding in Salesforce and monitoring team member progress.
• Preparing and distributing daily and weekly reports for own department, other departments and management in regards to scheduled VIP player property visits.
• Assisting players in making arrangements for hotel and restaurant reservations and other amenities in absence of Hosts.
• Coaching and providing necessary pathways to Hosts to achieve their Salesforce goals.
• Developing and implementing VIP player discretionary comping guidelines.
• Making final decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability.
• Resolving VIP guest opportunities, conflicts, and complaints on behalf the Company in a fair and equitable manner.
• Maintaining the confidentiality of player information.
• Representing the Company for VIP player outings and events as needed.
• Providing professional representation on at internal and external meetings and events.
• Enthusiastically supporting, actively promoting, and demonstrating superior customer service in accordance with department and company standards and programs.
• Ensuring customer service standards are followed by all team members and addressing issues as they arise.
• Responsible for the overall achievement of department customer service goals.
• Enhancing guest interactions by providing a friendly greeting, offering directions, answering questions, making announcements, and creating an upbeat and positive atmosphere.
• Ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
• Maintaining strict confidentiality in all departmental and company matters.
• Staff development and training programs.
• Rewards and recognition program to maximize employee engagement.
• Evaluating team members within department and delivering constructive feedback to employees in regards to performance.
• Determining recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Managing work procedures and expediting workflow.
• Employee performance (disciplining, coaching, counseling).

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 is earned according to the local policy and increases with the length of employment.

What This Job Offers

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