Director of Player Development

POSITION SUMMARY:

The Director of Player Development, under the direction of the VP of Marketing and Sales, is responsible for the successful direction and leadership, management and strategic planning of Player Development at all Kewadin Casino properties. The position is responsible for increasing profitability by developing programs and processes that will create customer loyalty by retaining current customers as well as attaining new customers. The position is responsible for providing attentive, cheerful, courteous, professional customer service to all customers, internal and external, striving to always exceed their expectations.

ESSENTIAL FUNCTIONS: (includes, but is not limited to, the following)

• Develop new patron relationships and maintains relationships with existing patrons through personal contact in order to generate incremental gaming revenues and increased trips.
• Determine and approve of the issuance of appropriate player reinvestment through complementary and point redemption.
• Review, maintain and update player tracking database information such as inactive/active players, merging accounts, balance transfers, point and comp adjustments based upon system issues or player concerns.
• Develop and complete player development operating budgets, updates job descriptions and departmental policies and procedures.
• Monitor and approve comp and point issuance based on loss/theoretical/ROI% for elite player programs
• Develop, maintain, and analyze the database for opportunities to drive incremental revenue and trips from carded patrons.
• Develop formalizes, implements and revises reward and complimentary systems for both slot and pit players.
• Establish goals and objectives for daily phone calls, letters, emails, executive host programs for the Hosts/Executive Hosts regarding current, inactive, and prospective elite players
• Develop departmental team members' knowledge and skills through education, training, coaching, performance evaluation and corrective counseling while focusing on departmental growth.
• Provide leadership and direction for player development staff and ensure there is consistency within departmental processes/procedures between all Kewadin Casino properties.
• Work collectively with all departments involved in planning and executing elite player events, dinners, themed events and entertainment, both on-site and off-site, that are hosted throughout the year.
• Interview and select applicants, monitors and approves leave requests and approves payroll.
• Generate various gaming reports and queries on a regular basis and as requested along with review and maintenance of elite player lists.
• Increase gaming revenue by promoting elite player level and retention and by developing customer loyalty, increasing visitation and bringing in new business to Kewadin Casinos by identifying new players and promoting the benefits of Players Club.
• Foster a climate where guest satisfaction and player development is the number one priority

ADDITIONAL RESPONSIBILITIES: (includes, but is not limited to, the following)

• Demonstrate superior customer service skills, maintains upbeat, positive attitude and anticipates needs of our guests and provides fast, flawless service by being available to the players.
• Ensure Player Development team members have knowledge of the location of all departments within the casino and hotel, details about all promotions, events and entertainment, information about the city, places to stay, eat and shop or special events in the city.
• Responsible for all player communication with up-to-date casino activities and invitations for events, promotions entertainment and property initiatives.
• Communicate all Player Development and Marketing information to department team members and ensure all of Player Development staff has a detailed knowledge of the Northern Rewards Club, Direct Mail and comping/points system and can successfully and thoroughly explain the benefits to our customer on using their card.
• Accountable for designated lists for staff to identify trending, review event participation, provide monthly acquisition reports and player contact management
• All other job-related duties as assigned.

CONTACTS:

Immediate peers, peers in other departments, immediate supervisor/manager, managers in other departments, executives, Board of Directors, customers and outside vendor/service providers.

PHYSICAL REQUIREMENTS:

Position sedentary with primarily sitting and lifting a maximum of 10 pounds. Physical factors include constant use of hearing, midrange vision, typing; frequent sitting; occasional standing and walking. Working conditions include general office environment and exposure to air quality. Potential hazards include constant computer and equipment use and occasional exposure to insecticides/pesticides. Will be exposed to casino related factors including, but is not limited to second hand smoke, excessive noise, large crowds and stress related to servicing guests in a high pressure and fast paced environment.

REQUIREMENTS:

Education: Bachelor's Degree in Business or Marketing required. Five (5) years of demonstrated ability in relevant work experience may be substituted for the education requirement of a Bachelor's Degree.

Experience: Five years of experience in casino Player Development and five years of managerial experience within the casino industry required.

Certification/License: Must undergo a Criminal background investigation done under the rules of the National Indian Gaming Commission. Must have valid license and be insurable by the Sault Tribe Insurance Department. Must comply with annual driver's license review and insurability standards with the Sault Tribe Insurance Department. Will be required to obtain TIPS Certification within 6 months of hire.

Knowledge, Skills, and Abilities: Must have a comprehensive understanding of player rating systems and complimentary guidelines consistent with casino industry standards. Must have a strong knowledge of all casino games along with high limit customers and their betting and spending habits. Must be able to use computer data bases and software, including navigating the internet. Working Knowledge of casino player tracking and hotel tracking systems preferred. Knowledge of social networking and other Web 2.0 marketing tools preferred. Must have excellent communication skills and be able to communicate clearly in person, in writing, by telephone and email. Knowledge of accounting and timekeeping and employee scheduling system preferred. Must have excellent public relation/customer service skills and be able to exhibit a friendly and positive attitude. Must have good project management skills; provide strong leadership, prioritize project tasks, meet project deadlines and effectively communicate with personnel, coworkers, subordinates and the general public. Must be able to read, analyze and interpret written documents and reports. Must have math skills and be able to work with mathematical concepts. Must be able to understand profit and loss calculations and basic business finance. Must have deductive and inductive reasoning skills and be able to define problems, collect data, establish facts, and draw valid conclusions and use critical thinking to develop alternative solutions to problems. Must be able to effectively prepare, present and communicate information in a clear, polite and concise manner to various groups. Must be flexible and able to accommodate program changes. Knowledge of budget developments and standards required. Must be able to work extended hours when needed. Must be flexible and available to work various shifts, including nights, weekends and holidays. Must be able to work with minimal to no supervision. Must be able to work under pressure and handle difficult situations. Must maintain confidentiality. Native American preferred.