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 is responsible for supervising and managing the Player Development department at Plainridge Park Casino. This role involves developing and implementing operational goals, managing staff, and ensuring guest satisfaction while maintaining budget compliance. The manager will also create VIP player programs to enhance guest loyalty and oversee player coding in Salesforce. This position requires strong leadership skills and a commitment to providing exceptional customer service.

Responsibilities

• Supervise and manage staff in the Player Development department.
• Develop and implement 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 scheduled VIP player visits.
• Assist players with hotel and restaurant reservations and other amenities in the absence of Hosts.
• Coach and provide pathways for Hosts to achieve their Salesforce goals.
• Develop and implement VIP player discretionary comping guidelines.
• Make final decisions regarding valuable complementaries based on recorded play and customer profitability.
• Resolve VIP guest opportunities, conflicts, and complaints fairly and equitably.
• Maintain confidentiality of player information and represent the company at VIP player outings and events.
• Promote and demonstrate superior customer service in accordance with company standards.
• Ensure compliance with all regulatory requirements within the area of responsibility.

Requirements

• Must be at least 21 years of age.
• Bachelor's degree or minimum of five years in a customer service leadership role or equivalent experience.
• Minimum of two years 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 preferred.
• Ability to effectively present information and respond to questions from groups.
• Ability to interact with guests and resolve problems diplomatically.
• Ability to perform basic mathematical calculations.

Nice-to-haves

• Experience in a fast-paced casino environment.
• Strong leadership and team management skills.
• Ability to create engaging VIP programs and events.

Benefits

• 401k Program
• Career Opportunities
• Advancement Programs
• Scholarships
• Company Perks