Manager - Player Development

Job Summary
Provides leadership and support to the Executive Casino Host, Casino Hosts, VIP Services, Call Center and Player Development (PD) Coordinators. Works to develop the play and frequency of identified preferred table game and slot players.
Essential Duties And Responsibilities

• Responsible for the direct supervision of the Executive Hosts, Casino Hosts, VIP Services, Call Center and PD Coordinators.
• Monitors and ensures that the highest level of production and service is extended to our guests.
• Schedules and evaluates Executive Hosts, Casino Hosts and VIP Services as needed.
• Interacts with Table Games & Slot Operations supervisory staff to identify and address areas of opportunity and concern.
• Assists Director in monitoring Executive and Casino Host performance and continually evaluates comp decisions.
• Works with Director to establish departmental policies and procedures.
• Works with Director in development and execution of the PD marketing plan.
• Interacts with the Marketing Department in hosting special PD events for identified guests.
• Set and monitor achievement of host and department goals through the metrics provided in our QCI CRM tool.
• Establishes goals for the host team that are quantifiable, achievable and measurable through the tools available in QCI.
• Regularly reviews and re-codes players to focus the PD team on the highest profit potential guests.
• Reviews and approves or denies all hosts coding requests.
• Coaches and trains all hosts on how to improve their skills, grow their business and meet their goals.
• Resolves guest issues when they have to be escalated to management.
• Represents the property as a role model of guest service and professionalism.
• Attends meetings as a representative of the PD team.
• Prepares and submits activity and departmental reports as assigned.
• Organizes, Attends, and evaluates Player Development Events.
• Monitors Hotel Occupancy and adjusts ADT based on business needs.

SUPERVISORY RESPONSBILITIES:

• Supervises activities of Executive Hosts, Casino Hosts, VIP Services, Call Center and PD Coordinators.
• Access to Sensitive Information or Areas.
• Confidential information regarding PLAYER DEVELOPMENT plans and details.

Qualifications
Must have 5 years' experience as a Casino/Executive Host or comparable Casino Manager position. Must have strong working knowledge of QCI or similar CRM tools, Synkros, and LMS systems. Must be outgoing, energetic and capable of interacting with the general public in a highly professional manner. Must be flexible and willing to work nights, weekends and holidays. Excellent organization and communication skills, both verbal and written. Ability to work in a culturally diverse environment.
EDUCATION and/or EXPERIENCE:
High School Diploma or GED required, Bachelor's degree in Business Administration or a related field is preferred. Minimum 2 years' experience in Casino Marketing preferred. Minimum of 1-2 years of outside sales and/or telemarketing experience preferred. Player Development experience preferred, but not required. Bachelor's degree in marketing, business administration or related field preferred or equivalent work experience. Must be proficient in Microsoft Office and other Windows based software.
LICENSE OR CERTIFICATES:
Must undergo and successfully pass a background investigation to obtain and maintain a gaming license issued by the Morongo Gaming Agency.
LANGUAGE SKILLS:
Must be able to read, write & speak English. Candidates with bilingual capabilities will get a preference. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Must have the ability to write routine reports and correspondence and to speak effectively with guests and team members.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Understanding of reinvestment percentages preferred.
REASONING ABILITY:
Must have the ability to independently problem-solve challenging situations. Must have the ability to carry out instructions furnished in written, oral or diagram form and have the judgment to decide which procedures apply to a variety of situations. Must reason with people effectively yet cordially.
PHYSICAL DEMANDS:
Team member is regularly required to sit, and often will stand or walk. Team member may occasionally lift and/or move up to 25 pounds. This position requires the ability to hear and speak on the telephone and vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT:
The duties of this position are typically performed in an office environment with low to moderate noise, and adequate lighting. The casino environment has moderate to loud noise levels and is a smoking environment.
Must be able to work outdoors in extreme weather conditions to include extreme heat and cold weather.
WORKING HOURS:
Because we are open 24 hours a day, 365 days a year, most positions require flexibility in scheduling and may require team members be available for evenings, weekends, holidays and special events. A typical workweek and normal work schedules may vary based on business needs and may include scheduled shifts Monday through Sunday. Position may require overtime.
INDIAN PREFERENCE:
We are an Equal Opportunity Employer while practicing Native American preference according to law.