Player Development Manager (65857)

Catawba Two Kings Casino•Kings Mountain, NC

12d

About The Position

Catawba Two Kings Casino is hiring a Player Development Manager to oversee the Player Development department and ensure team members meet high service standards, financial targets, and performance goals. The manager enhances VIP guest experiences by elevating customer service, maintaining relationships with guests, and coordinating with other departments to provide seamless experiences. The role requires understanding marketing strategies, following internal and regulatory standards, and fostering a positive work environment. The manager leads, trains, mentors, and coaches the Player Development team; sets and tracks performance objectives; and serves as a Responsible Gaming Ambassador. The role manages VIP relationships, handles guest feedback, coordinates with marketing leadership on initiatives and promotions, and tracks departmental performance through pacing reports, KPIs, and guest feedback. It also includes coordinating guest itineraries, lists, and promotional manifests; developing guest satisfaction and loyalty; protecting confidential information; and maintaining compliance with property, tribal, gaming, and regulatory requirements. Other duties may be assigned.

Requirements

Minimum of 4 years of supervisory or management experience in the casino industry.
Minimum of 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 for interacting with VIP customers, staff, and leadership.
Ability to make complex decisions fairly and honestly.
Understanding of gaming rules and regulations.
Strong problem-solving skills 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 lift up to 30 lbs.
Ability to work flexible hours, including evenings, weekends, holidays, and extended hours as needed.
Ability to work in a loud, fast-paced, demanding environment, meet short time constraints and deadlines, and work in hot, noisy, smoky, and other weather conditions.
Ability to travel for offsite events, meetings, and conferences; occasional travel may be required.
Ability to stand, walk, bend, reach, kneel, squat, push, and pull constantly.
Visual acuity and hearing ability.

Nice To Haves

Bachelor’s degree in marketing, communications, or business preferred.

Responsibilities

Oversee and manage the Player Development department and foster a cohesive, high-performance team.
Train, mentor, coach, and develop new and existing Player Development team members.
Set clear objectives, conduct performance reviews, update pacing reports, and ensure measurable performance goals are met.
Serve as a Responsible Gaming Ambassador and identify problem gaming.
Build and maintain relationships with high-value players and ensure personalized, exceptional service.
Address customer feedback and resolve issues promptly.
Coordinate with marketing leadership on departmental initiatives and align them with marketing strategy and property goals.
Act as a liaison between marketing and casino guests to expedite requests and coordinate guest experiences.
Collaborate on targeted VIP marketing strategies, promotional campaigns, and events to enhance loyalty and retention.
Monitor and facilitate cross-property bookings and experiences.
Track departmental goals and performance metrics, and prepare and present reports on KPIs, VIP engagement, retention, satisfaction, and event response rates.
Monitor pacing and implement strategies to meet or exceed departmental objectives.
Review guest service activities and reports to improve personalized service operations.
Coordinate guest itineraries before arrivals and prepare guest lists and promotional manifests.
Recommend amenities and presentation setups based on guest feedback and industry trends.
Provide constructive feedback to marketing team members to improve guest experience.
Monitor and respond to player relationship and experience surveys, identifying improvement areas and developing solutions.
Maintain a positive work environment and ensure compliance with safety policies.
Ensure compliance with property, tribal, gaming, regulatory, and internal policies and procedures.
Maintain integrity and professionalism, protect confidential and proprietary information, and stay informed about industry trends and best practices.
Perform other duties as assigned.