Player Development Manager

SUMMARY: The primary responsibility of this position is to oversee, manage, coordinate, and develop the daily operations and strategic initiatives of Player Development and Players Club. This position is responsible for premier player relationship management, Host program performance, loyalty program operations, player acquisition and retention, guest service functions, and associated marketing and entertainment initiatives.

The Player Development Manager, reporting to the Director of Marketing, oversees Player Development and Players Club operations to ensure exceptional guest service, effective internal controls, and achievement of marketing objectives and property profitability goals.

DUTIES AND RESPONSIBILITIES:

1. Oversees the daily operations of Player Development and Players Club, ensuring efficient workflows, consistent guest service, compliance with company policies and applicable gaming regulations, and adherence to established procedures and operational controls.
2. Manages departmental personnel, including hiring, scheduling, performance evaluations, disciplinary actions, payroll oversight, training, and Team Member development. Provides leadership and direction to supervisors, Hosts, and Team Members across assigned operational areas.
3. Oversees Player Development strategies, including premier player acquisition and retention, Host performance, player relationship management, database profiling, personalized recognition, and loyalty initiatives.
4. Oversees Players Club operations, including membership services, player account inquiries, loyalty program transactions, point redemptions, inventory control, shift reporting, and resolution of service-related concerns.
5. Manages associated guest service functions, including valet, transportation, bussing, box office ticket sales, and bus tour coordination, as applicable. Identifies opportunities to improve services, guest satisfaction, and visitation.
6. Coordinates Player Development and Players Club participation in promotions, special events, entertainment, giveaways, direct mail, and other marketing initiatives in collaboration with the Director of Marketing and other departments.
7. Monitors player activity, theoretical and actual play, player retention, promotional performance, and operational results. Works closely with database and promotions.
8. Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES: Directly supervises assigned supervisory personnel and team leaders within Player Development and Players Club and indirectly supervises associated Team Members through established reporting relationships. Responsible for performance management, training, Team Member development, and maintaining operational and service standards.

SUPERVISION RECEIVED: Operates independently in managing daily operations under the direction of the Director of Marketing. Consults with the Director regarding significant operational matters, budgetary decisions, policy changes, and initiatives outside established authority.

POSITION RELATIONSHIPS:

1. Internal: Frequent contact with executive leadership, management, marketing, slot, security and surveillance Team Members. Occasional contact with Team Members at all levels within all departments of the organization.
2. External: Extensive contact with guests and visitors. Frequent contact with suppliers and sales representatives.

POSITION RESPONSIBILITIES:

1. Planning and Scheduling: Responsible for assisting in the maintenance of adequate Team Member levels ensuring that exceptional guest satisfaction standards are achieved. Is responsible for planning and scheduling own work activities.
2. Budgeting and Forecasting: Is responsible for participating in the development and adherence to the Lake Club department budget, including forecasting and budgeting revenue and expenses.
3. Responsibility for Establishing Objectives, Policies or Standards: Responsible for recommending and maintaining the Lake Club objectives, standards and policies and procedures for review by the Player Development Manager.
4. Impact of Decisions: Decisions may create an impact on Lake Club, associate relations or management policies that may result in a diminishment of credibility, loss of guest or associate good will, unnecessary expenditures or expose the Lake of the Torches Resort Casino to adverse legal activities.

EDUCATION: An associate degree in marketing, business administration, hospitality management, or a related field is required. A bachelor's degree in a related field is highly preferred. Equivalent education and relevant experience may be considered in accordance with company policy.

EXPERIENCE: A minimum of five years of progressively responsible supervisory or management experience is required, including personnel management and program implementation. A minimum of five years of experience in casino marketing, Player Development, Players Club operations, or a related casino environment is required. Experience managing multiple work groups, casino loyalty programs, guest services, promotions, and player relationship marketing is strongly preferred.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of casino marketing, player development, loyalty programs, player tracking, and retention strategies.
• Ability to analyze data, monitor performance, manage budgets, and recommend operational improvements.
• Proficiency with computers, Microsoft Office, casino management systems, and related software.
• Ability to resolve guest concerns, exercise sound judgment, manage competing priorities, and meet deadlines.
• Ability to maintain confidentiality and handle sensitive information professionally.
• Ability to work irregular hours, evenings, weekends, and holidays as business needs require.

WORKING ENVIRONMENT:

1. Work Conditions: Work is performed primarily in an office, on the gaming floor, and in guest service areas.
2. Exposure to Hazards: May be exposed to situations where spills, wet floors or guest behaviors may create undesirable conditions.
3. Physical Requirements: Must be able to walk, sit, stand, bend or lift for extended periods of time.

LICENSE REQUIREMENTS: Must be able to be licensed by the Lac du Flambeau Tribal Gaming Commission.

BEHAVIORS: The vision, goals and objectives of Lake of the Torches Resort Casino requires the Player Development Manager to perform in both a professional and personable manner. The manner in which the employee relates to fellow employees, guests and visitors is considered parallel in importance to technical knowledge and ability. Respect and consideration given to the dignity of each guest, visitor and fellow employee is a requisite of successful job performance.

OTHER: Must be able to work irregular hours, weekends, holidays and be available for call in to work on short notice. Must attend all mandatory meetings and participate in departmental training and development sessions.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by an individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills. Management reserves the right to revise the position description and to require that other tasks be performed if or when the position changes.