Player Development Manager

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

• Develop and manage the player development department to cultivate relationships with high worth racino guests.
• Launch and oversee programs to enable property to recognize and reward VIP players.
• Develop and implement VIP player programming to build racino business.
• Provide suggestions to management and assists in development and implementation of player promotions, host programs, customer acquisition, player development, and enhancement of customer service experience.
• Hosting outside entertainment for our customers, such as professional sporting events, golf outings, dinners, and theatre events.
• Responsible for ensuring business growth and satisfaction of revenue objectives.
• Coach hosts to build player relationships with new, maintenance and inactive players.
• Develop, maintain and manage training programs.
• Function as a highly visible customer service representative responsible for the identification and development of new revenue sources through the acquisition of new VIP customers as well as maintaining and improving existing revenue sources from all current customers segments.
• Administer player coding in Salesforce, and monitor progress.
• Launch and oversee programs and policies to enable property to recognize and reward VIP players.
• Develop and implement VIP player discretionary comping guidelines.
• Prepare and distribute daily and weekly reports for own department, other departments and management.
• Serves as point person in the resolution of customer complaints and service recoveries.
• Assists players in making arrangements for hotel and restaurant reservations, and other amenities.
• Directs the appropriate flow of information to employees and upper management.
• Management accountability for all team members for day to day and long term operations to include hiring, training and developing employees.
• Develops, directs and evaluates policies, procedures and job performance.
• Assesses and manages Host player assignments and monitors performance and goals.
• Develop and administer incentive program.
• Maintains department scheduling, effectively and efficiently managing labor costs and staffing objectives while achieving guest satisfaction survey results.
• Hire, train, reward, develop, coach and discipline team members.
• Maintain compliance with policies and procedures.
• Ensures adherence to service standards.
• Provide weekly/monthly budget forecasts.
• Maintains budgetary control for department.
• Performs and adheres to company’s service philosophy and behaviors daily.
• Attends company’s training classes as directed to learn and/or improve existing skills.
• Maintain security and confidentiality of files, records and lists.
• Adhering to departmental quality standards.
• Maintaining compliance with the Ohio Lottery Commission Rules, Regulations, Standards and the company's System of Internal Controls and Sarbanes-Oxley requirements.
• Learns and adheres to company’s safety guidelines.
• Working within the guidelines established by the company.

This job description is not intended to be all-inclusive and team members may also be asked to perform other reasonable related duties as assigned.  Hollywood Gaming at Mahoning Valley Race Course reserves the right to revise or change job duties and responsibilities as the need arises with appropriate notification to Team Members. 

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be proficient in Microsoft applications (Excel, Access, Word, Outlook)

• Inside sales experience and customer service industry experience required.
• Familiarity with player tracking software, Microsoft Office Suite, and preferably Salesforce.com
• Strong communication skills, both verbal and written.
• Ability to understand and analyze budget and P&L statements.
• Proven managerial and critical thinking skills required.
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to communicate with internal and/or external customers
• Ability to maintain a pleasant and professional tone and demeanor.
• Ability to deal with frequent phone interaction.
• Must be outgoing and present a professional demeanor.
• Must possess excellent listening skills.
• Must perform all duties with a sense of urgency.
• Other duties, as needed.

Supervisory Responsibilities: This job has supervisory responsibilities.                                     

• Responsible for staff development and training programs.
• Responsible for rewards and recognition program to maximize employee engagement.
• Evaluates team members within department and delivers constructive feedback to employees in regard to performance.
• Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
• Determines work procedures and expedites workflow.
• Responsible for employee performance (disciplining, coaching, counseling).

Education and/or Experience: Education and/or Experience: Bachelor’s degree from a four-year college or university; and a minimum of five (5) years of management experience in racino marketing or player development with progressive responsibilities; or equivalent combination of education and experience.

Language Skills: Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of America money and weight measurement, volume and distance. Possess ability to operate an adding machine and have basic computer skills.

Reasoning Ability: Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certifications, Licenses, Registrations: Employee must be able to qualify for licenses and permits required by federal, state and local regulations.

Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

Physically mobile with reasonable accommodations including ability to push, pull, carry and lift up to 25 lbs., and the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces. Team Members must be drug free.

Work Environment: The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.
• All Team Members at Hollywood are under surveillance (and audio surveillance in limited areas). Performance may be observed and recorded.
• Employee could be exposed to an environment containing unrestricted second-hand tobacco smoke.

Hollywood Gaming at Mahoning Valley Race Course is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or identity, national origin, disability status, or protected veteran status.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. 

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Equal Opportunity Employer