Player Development Mgr

Summary: Manages the Rush Rewards and VIP Concierge teams with a focus on customer service, operational excellence, and increasing customer loyalty.  Also supports the Player Development staff in identifying, establishing, and maintaining relationships with new high end casino rewards members and identifying qualified/un-carded existing players. Create a fun-filled, entertaining and exciting environment where the flawless delivery and execution of service excellence is paramount. Serve as a dynamic, positive leader, while fostering teamwork, team member morale, motivation and open communication.

Engagement Expectations:

We believe that team member engagement is the basis for a great culture and superior guest service. During every interaction, we display three behaviors: 

• Smile, display energy and open body language
• Proactively greet team members and guests, initiating interaction to provide service 
• Always use a positive parting remark to end the conversation 

Essential Job Functions:

• Responsible for the day-to-day coordination, communication and understanding of offers and promotions in order to assist guests with account questions at the Rush Rewards desk and also be able to inform staff on all calendar offers and promotions for the month
• Handles all scheduling and payroll for Rush Rewards and VIP Concierge team members
• Provide weekly lists of inactive, declining, and unhosted customers to VIP Concierge team to contact customers and drive incremental trips
• Approves and assigns all host codings 
• Communicates with Planning & Analysis to provide post-event attendance analysis, host book updates and progress, and other reports on demand
• Responsible for all aspects of the VIP events including communication with Marketing and Promotions, setting up the event area in a timely fashion, assigning support staff, etc. Monitor pace reports, overbookings, and sold out status for all event bookings for VIP Events 
• Assist with event registrations, ticket distributions, and drawings as needed
• Collaborates with Promotions/Special Events/Entertainment team in calendar planning
• Ability to extend complimentary services in accordance with the approved comp matrix
• Establish personal relationships with players, helping as needed
• Attend off property events to ensure flawless execution and superior guest service
• Handles difficult guests and situations in a calm, timely and professional manner
• Responsible for training new hires
• Develop, maintain, communicate and enforce all property and departmental policies and procedures 
• Supports all service initiatives and participates in analysis, when needed
• Complies with all casino rules and regulations
• Performs all other duties as assigned

Qualifications:

• BA degree or other work or 3+ years of relevant experience working as a Casino Host or equivalent of business to consumer sales experience
• Working knowledge of casino management/player tracking systems 
• Proficient in the full suite of Microsoft Office products and/or Google Workplace or G Suite 
• Outstanding organization skills are a must, as is the ability to actively manage and prioritize multiple projects simultaneously
• Strong desire to take accountability and have their performance measured on contribution to business results
• Business intelligence, stays current and understands how what happens in the world affects us, our marketplace, and our competition
• Ability to remain professional in stressful situations and the ability to thrive in high pressure, fast-paced environment
• Analytical prowess which includes critical thinking skills that get to the root of the problem
• Problem resolution, be decisive and timely, act on information and adapt with changes
• Team focused, catalyst for success of the whole team
• People developer, inspire and drive employees to go beyond the expected, develop people to be their personal and professional best
• Performance manager, arm employees with specific and useful performance feedback
• Environmental radar, understand how to get things done and when to involve others in decisions
• Range of influence, inspire confidence, be authentic, build and leverage a powerful internal and external network 
• Ability to maintain confidentiality
• Ability to work flexible shifts and days of the week including holidays
• Ability to obtain and maintain all necessary licensing

Physical And Mental Demands:

• Work is performed both in an office, on the casino floor, event space or at offsite VIP Events
• Hours of work will vary based on the monthly marketing calendar and average at least 40 hours per week and will vary between daytime and early evening hours, typically
• Holiday and weekend work schedules will also vary
• Regularly required to see, talk, and hear; use hands to finger, handle, or feel; reach with hands and arms; stand and walk
• Frequently required to bend, stoop, and kneel
• Must occasionally lift and/or move up to 25 pounds
• Able to interact with others while maintaining a positive and courteous demeanor