Director of Player Development

The Director of Player Development is responsible for oversight of the Casino Host and VIP services teams, as well as cultivating relationships with casino guests through outreach, acquisition, development, and retention efforts for diverse markets; including analysis and coordination of marketing programs created and implemented to ensure they are profitable and reaching revenue objectives.

Responsibilities:

• Develops tracking and analysis to promote more efficient and measurable relationship marketing programs to obtain overall revenue objectives and to enhance the guest experience.
• Works with customer contact departments to develop and implement strategies and programs to cultivate the market for new and existing high-limit casino guests.
• Monitors existing high-limit guest programs and develop knowledge of customer betting habits, credit situation, and levels of participation to manage programs to ensure maximum profit margins, adequate play levels, and appropriate cost control.
• Serves as the key marketing representative on multicultural business strategy, community outreach and event attendance, marketing calendar, and marketing systems support.
• Directs and ensures departmental operations including but not limited to Host performance metrics, marketing program implementation for specific guest segments, program analysis, and budget analysis.
• Oversees and actively evaluates customers’ casino activity to provide corresponding incentives.
• Coordinates high-limit guest visits and accommodates their needs within program guidelines to ensure guest satisfaction and encourage return visits.
• Awards customer complimentaries based on established criteria, creating and monitoring program guidelines.
• Resolves customer disputes and complaints to the satisfaction of the customer and the company.
• Implements approved gaming department policy and procedures as directed, ensuring staff is following company policies and procedures.
• Always demonstrates and provides outstanding guest service and employee relations.
• Performs other duties as assigned.

Qualifications:

• Must be 21 years of age or older.
• Bachelor’s Degree in marketing, hospitality management, business administration or related major; or equivalent experience preferred.
• 10 years of casino marketing experience, with progressive supervisory/managerial responsibilities required.
• Demonstrated knowledge and experience in player development. Previous experience as a Casino Host or VIP services representative preferred.
• Previous experience at Tribal gaming properties is preferred.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.
• Previous hotel operations experience is preferred.
• Education details