Player Development Manager (65857)

Job Summary

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.

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.