Player Development Manager

Full House Resorts, Inc•Waukegan, IL

1d•$85,000 - $135,000•Onsite

About The Position

The Player Development Manager is responsible for creating, implementing, and overseeing marketing strategy to build customer loyalty, increase visitation, and drive results. This role oversees the daily activities of the host team and manages and coaches Player Development team members to reach goals, cultivate relationships, and enhance the player experience.

Requirements

HIGH SCHOOL DIPLOMA OR GED
FIVE YEARS OF GAMING EXPERIENCE WITH A MINIMUM OF 2 YEARS IN PLAYER DEVELOPMENT.
WELL-GROOMED AND NEAT IN APPEARANCE
BE A STRATEGIC, ANALYTICAL, ETHICAL, AND EFFECTIVE MOTIVATOR.
ROUTINELY GO ABOVE AND BEYOND IN THE ACCOMPLISHMENT OF POSITION RESPONSIBILITIES TO PLAY A ROLE IN THE ACHIEVEMENT OF ORGANIZATIONAL GOALS.
PRESENT AN IMAGE OF EXCITEMENT AND ENTHUSIASM WHILE PROJECTING A PROFESSIONAL APPEARANCE.
COMMUNICATE CLEARLY AND CONCISELY, BOTH ORALLY AND IN WRITING.
CREATE AN ATMOSPHERE THAT MAKES GUESTS WANT TO RETURN, GIVING EACH GUEST A POSITIVE, MEMORABLE ENTERTAINMENT EXPERIENCE.
PARTICIPATE IN THE DEVELOPMENT AND ADMINISTRATION OF GOALS, OBJECTIVES, AND PROCEDURES.
PREPARE CLEAR AND CONCISE REPORTS.
INTERPRET AND EXPLAIN POLICIES AND PROCEDURES.
OPERATE VARIOUS TYPES OF OFFICE EQUIPMENT AND GAMING PROGRAMS.
ESTABLISH AND MAINTAIN EFFECTIVE WORKING RELATIONSHIPS WITH THOSE CONTACTED DURING WORK.
BE FLEXIBLE TO WORK VARYING SHIFTS AND TIME SCHEDULES AS NEEDED.
WORK ON THE CASINO FLOOR AND IS SUBJECT TO VARYING LEVELS OF CROWDS AND NOISE, THE SEVERITY OF WHICH DEPENDS UPON GUEST VOLUME.
Must be able to obtain/maintain any necessary certifications and/or licenses as required by local gaming regulations.

Responsibilities

Oversee the daily activities of the host team, ensuring coverage, productivity, and service standards across all shifts.
Work with the Director to establish department performance goals for Player Development team members.
Ensure consistent utilization of CRM tools to support telemarketing/contact strategies and relationship-building efforts.
Collaborate with other departments to ensure successful execution of VIP events while delivering memorable guest experiences.
Attend promotions and special events to support marketing efforts and greet customers.
Evaluate player activity to provide incentives; use authorization to approve comps and allowances (room, food, beverage, event tickets, free play, airfare, or discounts).
Oversee the creation, development, and hosting of on- and off-property events.
Travel, when required, to facilitate off-site customer events, sporting events, etc.
Hire, coach, train, administer discipline, and assist with annual performance appraisals.
Oversee department finances and budget reviews.
Resolve customer disputes and ensure consistent service standards are maintained.
Comply with all departmental and company policies, as well as state regulatory requirements.
Maintain confidentiality of all American Place trade secrets and proprietary information, including business processes, customer lists, marketing plans, and any other confidential information.
Create and ensure a fun-filled, entertaining, and exciting environment.
Perform other duties as assigned and adhere to all Illinois Gaming Board regulations.