Player Development Manager

$65,000 - $65,000/Yr

Plainridge Park Casino - Plainville, MA

Full-time - Mid Level

Plainville, MA

Amusement, Gambling, and Recreation Industries

About the position

The Player Development Manager at Plainridge Park Casino is responsible for supervising and managing the Player Development department. This role involves developing and implementing operational goals, managing staff, and ensuring guest satisfaction while maintaining labor costs. The manager will also oversee VIP player programs, assist with budget processes, and resolve guest conflicts, all while promoting superior customer service and compliance with regulatory standards.

Responsibilities

• Supervise and manage staff in the Player Development department.
• Develop, implement, and manage operational goals and monitor performance and profit objectives.
• Create effective schedules while maintaining labor costs and achieving guest satisfaction.
• Assist in the budget process for the department and ensure compliance with budget initiatives.
• Develop and implement VIP player programs/events to enhance guest loyalty.
• Administer and oversee player coding in Salesforce and monitor team member progress.
• Prepare and distribute daily and weekly reports regarding VIP player visits.
• Assist players with hotel and restaurant reservations and other amenities in the absence of Hosts.
• Coach Hosts to achieve their Salesforce goals and develop comping guidelines.
• Resolve VIP guest conflicts and complaints in a fair manner.
• Maintain confidentiality of player information and represent the company at VIP events.

Requirements

• Must be at least 21 years of age.
• Bachelor's degree (B.A.) from a four-year college or university, or a minimum of five years in a customer service leadership role.
• Minimum of two years of Casino Guest Service experience, including Player Development, Slots, or Table Games.
• Two years of hosting experience with an adequate customer following preferred.
• Excellent verbal, written, and interpersonal skills.
• Technical proficiency in Microsoft applications (Word, Excel, Outlook).
• Strong client interface and presentation skills.

Nice-to-haves

• Experience in a fast-paced casino environment.
• Ability to interact diplomatically with guests and resolve conflicts.

Benefits

• 401(k) benefits from day one
• Career growth opportunities
• Company perks and scholarships