Director of Player Development

POSITION SUMMARY:

The Director of Player Development is responsible for overseeing the Grand Rewards Players Club including the Slot Ambassadors and Grand Rewards Representatives along with the Guest Experience Managers. They will also develop existing database players and use programs to attract new casino players at a VIP level, hosting such guests to ensure guest satisfaction and repeat future visits. Work requires superior communication and judgmental skills, as position is called upon to interact frequently with VIP casino customers and make decisions regarding the extension of casino comps, airfare consideration and casino credit.

POSITION RESPONSIBILITIES/DUTIES:

• Oversees the daily operations of the Grand Rewards Players Club, including scheduling, mentoring, hiring and counseling.

• Gives direction and guidance for the Guest Experience Managers to:

• Arrange reservations, transportation and accommodations for VIP Players.

• Awarding customer complimentaries based on gaming action and reinvestment program guidelines.

• Works as part of the Casino Marketing team to grow the overall theoretical win and operating income managed by the Director of Casino Marketing.

• Works with customer contact departments to develop and implement strategies and programs to cultivate the market for new and existing high-limit casino guests.

• Hosts top tier casino guests and accommodate their needs within program guidelines to ensure guest satisfaction and encourage return visits.

• Organizes special functions (parties, tournaments, etc.) and orchestrates telemarketing efforts to invite customers to special events, individual visits, and/or obtain feedback on customer satisfaction.

• Identifies and intercepts VIP customers on the floor, off property and via referrals to grow the database.

• Maintains personal, direct mail and phone contact with casino customers to build loyalty, increase worth and frequency, as well as fill events.

• Approves credit and airfare prudently and according to established guidelines.

• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Communicate effectively with all levels of employees, customers and outside contacts.
• Work effectively in a fast-paced environment.
• Ability to use standard office equipment.
• Strong organizational skills including attention to detail and ability to multi-task.
• Ability to plan, organize, and execute programs.
• Professional appearance and demeanor.
• Work varied shifts, including weekends and holidays.

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent.
• Ability to analyze and interpret casino play data in order to make knowledgeable decisions regarding credit limits, airfare and complimentary consideration.
• Minimum 2 years of Casino Host Manager, VIP services Manager, Reservations Manager or Marketing Executive experience.
• Demonstrates an understanding of all casino games.
• Must be able to comprehend all information and documentation.
• Ability to obtain Gaming Registration.

PHYSICAL REQUIREMENTS:

• Move around all work areas effectively and efficiently.
• Must be able to lift up to 20 pounds at times.
• Ability to work in an environment that is subject to varying levels of noise, crowds, and smoke.
• Follow all safety procedures as established by the company.

This job description in no way states or implies that these are the only duties to be performed by the team member in this position. It is not intended to give all the details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Downtown Grand is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act. Downtown Grand will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current team members to discuss potential accommodation with the employer.