Player Development Manager

Catawba Two Kings Casino•Kings Mountain, NC

1d•Onsite

About The Position

Catawba Two Kings Casino is hiring a Player Development Manager to oversee the Player Development department. The manager is responsible for ensuring team members meet high service standards, financial targets, and performance goals while enhancing VIP guest experiences and maintaining strong customer relationships. The role works closely with other departments to provide seamless guest experiences, applies marketing strategies, ensures compliance with internal and regulatory standards, and fosters a positive work environment. The manager leads, trains, mentors, and coaches the Player Development team; monitors performance and pacing; builds relationships with high-value players; and coordinates VIP guest services, events, and promotional activities. The role tracks and reports department performance, develops guest-loyalty strategies in collaboration with marketing, responds to guest feedback and surveys, and maintains confidentiality and compliance with casino, tribal, gaming, and hospitality requirements. Other duties may be assigned. This position is located at Catawba Two Kings Casino in Kings Mountain, North Carolina. It requires flexible hours, including evenings, weekends, holidays, and potentially extended hours. The work environment may be loud, fast-paced, hot, and smoky, and may involve occasional exposure to second-hand cigarette smoke. Occasional travel for offsite events, meetings, and conferences may be required. The position includes frequent physical activity such as standing, walking, bending, reaching, kneeling, squatting, pushing, and pulling, and requires the ability to lift up to 30 pounds. Native American Indian preference applies pursuant to the laws cited in the posting.

Requirements

At least 4 years of supervisory or management experience in the casino industry.
At least 3 years of experience as a Player Development Executive Host, in Player Development management, or in casino marketing management.
Strong knowledge of casino marketing concepts and procedures.
Experience assessing player ratings and reinvestment.
Strong sales skills and business acumen.
Experience with CRM platforms and incentive plan development.
Clear understanding of comp policies and procedures.
Ability to assess player ratings and identify opportunities to enhance guest relationships.
Strong verbal and written communication skills and ability to interact effectively with VIP customers, staff, and leadership.
Ability to make complex decisions fairly and honestly.
Understanding of gaming rules and regulations.
Strong problem-solving abilities and a customer-first mindset.
Knowledge of competitive changes and industry trends.
Ability to develop and maintain a positive work environment.
Proven experience in budget management and aligning departmental performance with financial goals.
Ability to work flexible hours, including evenings, weekends, and holidays, and extended hours as needed.
Ability to work in a loud, fast-paced, demanding environment and meet short time constraints and established deadlines.
Ability to travel for offsite events, meetings, and conferences; occasional travel may be required.
Ability to lift up to 30 pounds.
Ability to perform constant standing, walking, bending, reaching, kneeling, squatting, pushing, and pulling.
Visual acuity and hearing ability.
Ability to work in varied conditions and weather, including hot, noisy, and smoky conditions.

Nice To Haves

Bachelor’s degree in marketing, Communications, or Business is preferred.

Responsibilities

Oversee and manage the Player Development department and foster a cohesive, high-performance team environment.
Train, mentor, coach, and develop new and existing Player Development team members.
Uphold and enforce property, tribal, regulatory, gaming, and hospitality compliance standards and procedures.
Conduct pacing updates and performance reviews, set clear objectives, and ensure measurable performance goals are met.
Serve as a Responsible Gaming Ambassador and identify problem gaming.
Build and maintain relationships with VIP and high-value players, providing personalized service and addressing customer feedback promptly.
Work with marketing leadership on departmental initiatives aligned with marketing strategy and property goals.
Act as a liaison between marketing and casino guests to expedite requests and coordinate services.
Collaborate with marketing on targeted VIP marketing strategies, promotional campaigns, and events that support player loyalty and retention.
Monitor and facilitate cross-property bookings and experiences.
Track departmental goals and metrics, monitor pacing, and report progress and key performance indicators to leadership and stakeholders.
Prepare and present reports on VIP engagement, retention, satisfaction, event response rates, and other performance measures.
Review guest service activities and reports to improve personalized guest service operations.
Coordinate guest itineraries with Player Development and Marketing before guest arrivals.
Prepare guest lists and promotional manifests and recommend amenities and presentation setups based on guest feedback and industry trends.
Provide constructive feedback to marketing team members to improve guest experience and satisfaction.
Monitor and respond to player relationship and experience surveys, and implement improvements to guest satisfaction and loyalty.
Maintain a positive work environment and comply with safety policies.
Protect confidential and proprietary information, maintain integrity and professionalism, and stay informed about industry trends and best practices.
Perform other duties as assigned.