Job Description
Job Description
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Position - Salaried DOE
Player Development Executive
The Player Development Executive (In-Market) acts as a regional Host, responsible for increasing rated play and driving incremental trips and revenue from new and inactive VIP players to Naskila Casino. Works to grow revenues annually, consistent with property plans. The Player Development Executive will be an integral part of Naskila Casino in building and improving market share. This position requires management of time between maintaining high visibility in the community to build and maintain relationships with coded players and sales efforts to drive new incremental revenue. There is a heavy emphasis on community events and activities that represent Naskila Casino through public relations and marketing efforts to acquire and build premium VIP player relationships. The Player Development Executive will utilize sales and marketing techniques that foster an exclusive client relationship and generate an acceptable margin of gaming revenue as determined by management. Responds to players’ needs and requests and resolve player issues following established guidelines. The Player Development Executive will understand that player development and casino industries do not operate on office hours and will be flexible hosting and supporting players as they visit.
ESSENTIAL JOB DUTIES/RESPONSIBILITIES:
- Grows actual revenues annually, bringing new premium players to Naskila Casino consistent with property goals.
- Proactively develops and maintains guest loyalty and incremental visitation through personal contacts such as telephone contact, on-property hosting, off-property entertaining, telemarketing, direct mail, and email using available services and promotional opportunities.
- Maintains constant contact and communications with players through telemarketing and email and SMS about services available, promotional opportunities, special events, and addresses customer complaints or concerns to assure guest retention and repeat business.
- Work special events servicing VIP players. Monitor and adjust performance to local competition.
- Assists in the planning of casino VIP events, on and off property, dinners, tournaments, promotions, and any event attributing to the success of the department and company.
- Actively participates in complex matters of reinvestment, VIP strategies that maximize revenue, wallet share, and retention.
- Actively participates in all department and company initiatives to drive sales and revenue.
- Manages difficult situations in a calm, professional, and prudent manner.
- Give consistent, polite, timely, and accurate information and service to all guests and co-workers, taking the initiative to find the answer when unsure.
- Manages VIP guests in one-on-one communications in addition to VIP group settings as applicable.
- Brainstorms and helps create new VIP promotions and initiatives to enhance the value of the VIP program producing measurable financial results from VIP guest base.
- Analyzes and evaluates existing service delivery systems and collaborates with other departments to improve the guest experience.
- Compile and analyze data to identify trends to maximize player performance.
- Responds to daily reporting identifying movement in coded population including incliners, decliners, defectors, and funding changes with personal outreach and VIP offers.
- Maintains and provides accurate up to date contact logs to ensure personal relationships and proactive management of players.
- Identifies ways to increase efficiencies and to improve products or services.
- Must have highest level of professional ethics and integrity within a team setting and be capable of sharing knowledge.
- Maintains confidentiality of player information, including, but not limited to, personal information such as name, address, contact information, level of play, win/loss, visit frequency, etc.
- Must be self-motivated; demonstrate job ownership for all completed items; ability to adapt to new circumstances by understanding the changes and supporting management in communicating them; must be a team player and able to perform other job-related duties as they are assigned.
- Must present an image of excitement, enthusiasm, and an outgoing personality while being able to project a professional appearance.
- Maintains complete knowledge and complies with all departmental and company policies, procedures, and standards.
- Other duties as assigned.
REQUIREMENTS:
Education and Experience:
- High School diploma or GED equivalent.
- At least five (5) years’ experience in guest/customer service/account management experience in Casino Marketing or equivalent professional experience in a relevant field.
- At least three (3) years’ experience in a fast paced, sales driven organization with the ability to bring a strong volume of business, with a proven history of generating and maintaining valuable relationships and partnerships.
Skills and Abilities:
- Excellent interpersonal, communication, team player with good problem-solving skills required.
- Ability to assume responsibility for independent/self-directed action.
- Ability to perform assigned duties under frequent time pressure in an interruptive environment.
- Must have strong time management skills.
- Must be highly organized and detailed oriented.
- Demonstrate a high level of proficiency using MS Office with exceptional Excel skills.
- Strong proficiency in using customer management or CRM systems to track and enhance client relationships.
- Must possess a positive attitude, exceptional guest service skills, outstanding phone etiquette, excellent interpersonal skills, strong communication and problem-solving skills, and the ability to multi-task and make quick decisions in a stressful environment.
- Applicants must have success in venue and/or services sales environment.
PREFERRED:
Education and Experience:
- Minimum of five (5) years’ experience in a leadership role within Marketing, Sales, Public Relations, or a related field.
- Associate or bachelor’s degree, or an equivalent combination of education and experience, preferred.
- Experience in Casino Player Development preferred.
- Proven record of attracting and increasing participation of high-end players; this involves and understanding trends, interests, and habits of target market; experience in high volume sales may be considered.
- Bilingual abilities preferred.
Monday-Friday with the flexibility to work non-traditional hours, including weekends and holidays.