Player Development Manager

Hollywood Casino Perryville • Perryville, MD

74d • $65,000

About The Position

At PENN Entertainment, you’ll be part of an exciting industry, where the days and nights are fast-paced. You’ll work with a diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. The company cares about your career growth and will support you in expanding your possibilities. Initial placement within the salary range is based on relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits may vary by position, and paid time off is earned according to local policy and increases with the length of employment.

Requirements

• Must be at least 21 years of age.
• Bachelor’s degree from a four-year college or university; or minimum of five years in a customer service leadership role; or equivalent combination of education and experience.
• Minimum of two years Casino Guest Service experience, including Player Development, Slots, or Table Games.
• Two years of hosting experience with an adequate customer following preferred.
• Excellent verbal, written, and interpersonal skills.
• Technical proficiency in Microsoft applications (Word, Excel, and Outlook).
• Strong client interface and presentation skills preferred.
• Ability to effectively present information and respond to questions from groups.
• Ability to interact with guests, staff, and colleagues and resolve problems diplomatically.
• Ability to perform basic mathematical operations and interpret data.

Nice To Haves

• Strong client interface and presentation skills preferred.

Responsibilities

• Supervise and manage staff in the Player Development department.
• Develop, implement, and manage operational goals and monitor achievements of performance and profit objectives.
• Create effective and efficient schedules while maintaining labor costs and achieving guest satisfaction.
• Assist in the budget process for the department and provide recommendations.
• Develop and implement VIP player programs/events to create guest loyalty.
• Administer and oversee player coding in Salesforce and monitor team member progress.
• Prepare and distribute daily and weekly reports regarding scheduled VIP player property visits.
• Assist players in making arrangements for hotel and restaurant reservations.
• Coach and provide necessary pathways to Hosts to achieve their Salesforce goals.
• Develop and implement VIP player discretionary comping guidelines.
• Make final decisions regarding valuable complimentaries based on recorded play and customer profitability.
• Resolve VIP guest opportunities, conflicts, and complaints.
• Maintain confidentiality of player information.
• Represent the Company for VIP player outings and events.
• Support and promote superior customer service in accordance with department and company standards.
• Enhance guest interactions by providing a friendly greeting and creating a positive atmosphere.
• Ensure compliance with all regulatory requirements within area of responsibility.

Benefits

• Day-one medical coverage
• 401(k) matching
• Annual performance bonus
• Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree