Responsible for the successful direction, management and strategic planning of player development and guest service. Provide exceptional leadership and direction to increase profitability; thus ensuring efficiency in providing the highest service level to the guest throughout the casino amenities, events, promos and entertainment.
MEETING PERFORMANCE EXPECTATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Responsibilities listed below are representative of the knowledge, skills and/or ability needed to effectively execute this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
ESSENTIAL DUTIES OF THE POSITION:
Provide leadership and direction for player development staff ensuring to focus on the growth and profitability from the player database.
Foster a climate where guest satisfaction and player development is the number one priority.
Guide Associates to accomplish efficient scheduling to ensure appropriate staffing levels according to business volumes; i.e. prepared for special events, holidays, anticipated volume.
Responsible to mentor relationships with targeted players using contact strategy through acceptable communications.
Responsible for providing guidance of assigned players to be hosted through strategy planning and development.
Develop tracking strategy to ensure accountability of acceptable achievement through contact of monthly assignments provided to each host.
Will be required to have operational knowledge of the customer relationship software and the process of evaluating players, segmenting players and building their profiles for increased personal touch when they are onsite.
Responsible for the education and training of hosts to prospect for players and to evaluate/utilize best practices for player services.
Develop and assist with budget process as it relates to operating budgets and provides effective feedback related to player development.
Accountable of designated lists for staff to identify for trending, review event participation, provide monthly acquisition reports, and player contact management.
Responsible for player communication with up-to-date casino activities and invitations for events, promotions, entertainment and property initiatives.
Responsible to identify premium players and the development as members of the players club.
Provide tools, guidance and education to maintain business relationship with assigned players.
Responsible to actively sell and promote the casino to explain and promote events, concerts, new games, marketing promotions, food promotions and other property initiatives of value to guests.
Manage the player development process of informing and persuading high value guests to increase visits by planning, scheduling and arranging for selected individual guests.
Responsible to educate efficient methods to greet guests, establish rapport and provide complimentary amenities, based upon specific casino guidelines for levels of play.
Observe, track, review and analyze reports to ensure player development is accomplished by staff to meet management expectations.
Network and develop full communication throughout gaming operations to assist with the development of high potential guests.
Responsible to provide guidance and knowledge of gaming operation/amenities; assisting each department with player development, guest service and hosting related issues.
Responsible to address guest complaints or concerns finding resolution and communication to appropriate department.
Direct the process to assist guest with reservations for restaurants, shows, special events, hotel and accommodations for property.
Responsible to prepare correspondence, memos, forms, reports and other administrative duties.
Direct and supervise special events though active participation in planning, organizing and implementing as defined by marketing operations.
Maintain an approachable line of communication from guests and hosts to executive management by acquiring feedback and findings on a regular basis.
Provides assistance and guidance to the operation in an effort to attain specific goals and objectives designated by direct report.
Will be on call and be able to work a fluctuating schedule to meet operational needs, casino and/or guest needs.
Held accountable to the highest degree for the accuracy and thoroughness of operational records and reports.
Minimum amount of travel is expected with this position.
Ensures compliance with all company policies and practices.
Other duties as assigned.