Players Development Manager (63465)

Catawba Two Kings Casino•Kings Mountain, NC

32d

About The Position

Catawba Two Kings Casino is hiring a Player Development Manager to join our thriving team. This role will be responsible for overseeing the Player Development department, ensuring all PD Team members exceed high service standards, meet financial targets, and achieve performance goals. This role oversees the enhancement of VIP Guest experiences with elevating customer service, maintaining strong relationships with guests, and working closely with various departments to ensure a seamless and enjoyable experience. This role involves understanding marketing strategies and ensuring compliance with internal standards while fostering a positive work environment.

Requirements

Education: Bachelor’s degree in marketing, Communications, or Business preferred
Experience: Minimum of 4 years of supervisory/management experience required with in the casino industry
Minimum 3 years’ Experience as a Player Development Executive Host, Player Development management, or casino marketing management
Strong knowledge of Casino Marketing concepts and procedures.
Experience in 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
Skills & Abilities: Ability to assess player ratings and identify opportunities for enhancing guest relationships.
Strong verbal and written communication skills with the 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 with 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 ensuring departmental performance aligns with financial goals.
Physical Requirements: Ability to work flexible hours, including evenings, weekends, and holidays as needed.
Ability to lift to 30 lbs.
Ability to work quickly and efficiently in a demanding environment, under short-time constraints, and with established deadlines.
Ability to travel for offsite events, meetings, and conferences
Occasional travel may be required.
Constant standing, walking, bending, reaching, kneeling, squatting, pushing, and pulling.
Visual acuity and hearing
Must be able to work in all conditions, types of weather, hot, noisy, and smoky conditions.
Ability to work a flexible schedule including extended hours, weekends, and holidays.

Responsibilities

Leadership & Staff Management: Oversee and manage the Player Development Department, ensuring a cohesive team environment
Train, mentor, and coach player development Team Members to achieve professional growth and enhance customer relationship building skills
Uphold and enforce property, tribal, and regulatory compliance standards within the department
Conduct regular pacing report updates, performance reviews, set clear objectives, and ensure measurable performance goals are met
Foster a high-performance culture through continuous development and motivation of the team
Serve as a Responsible Gaming Ambassador for the department with the ability to identify problem gaming
Customer Relationship Management: Serve as a primary ambassador for VIP customer relationships, ensuring exceptional service standards are consistently met.
Build and maintain strong relationships with high-value players, ensuring a personalized and exceptional experience.
Address customer feedback promptly, effectively resolving any issues to maintain a positive brand reputation.
Collaboration with Marketing Leadership: Work with marketing leadership on departmental initiatives, ensuring alignment with the company’s marketing strategy and property goals.
Function as a liaison between marketing and casino guests to expedite customer requests and ensure seamless coordination.
Provide regular updates and reports to leadership and stakeholders on department performance, including pacing reports and measurable objectives.
Collaborate with marketing to develop targeted VIP customer marketing strategies, promotional campaigns, and extraordinary events to enhance player loyalty and retention.
Monitor and facilitate cross property bookings and experiences
Performance Tracking & Reporting: Regularly track departmental goals and performance metrics, providing updates on progress to marketing leadership and Player Development Teams
Prepare and present detailed reports on key performance indicators (KPIs), including VIP player engagement, retention, and overall satisfaction.
Monitor pacing and implement strategies to meet and exceed departmental objectives.
Provide response rate tracking for Player Development events
Review guest service activities and reports to improve personalized guest service operations.
Training and Development Train, Develop, and mentor new and existing Player Development Team Members
Guest Service Excellence: Provide outstanding customer service to both guests and employees by exceeding the company's mission, vision, and values.
Coordinate guest itineraries with the Player Development and Marketing team before guest arrivals to ensure high service levels.
Prepare guest lists and promotional manifests for successful guest service follow-through.
Make recommendations for new amenities and presentation setups based on guest feedback and industry trends.
Provide constructive feedback to marketing Team Members to enhance the guest experience and ensure satisfaction.
Surveys & Guest Experience: Monitor and respond to player relationship and experience surveys to identify areas of improvement and develop solutions.
Implement strategies to continuously enhance guest satisfaction and loyalty based on feedback.
Maintain a positive work environment and ensure compliance with safety policies.
Compliance & Integrity: Ensure compliance with all property, tribal, and regulatory guidelines, policies, and procedures.
Uphold the highest standards of integrity and professionalism in all interactions, ensuring compliance with relevant gaming and hospitality regulations.
Maintain confidentiality and ensure that proprietary information is protected
Stay updated on industry trends and best practices to ensure the department maintains a competitive edge.
Other duties as assigned.