Hollywood Casino Perryville · 3 days ago
Player Development Manager
Perryville, MD
Full-time
Onsite
Mid, Senior Level
$65K/yr - $65K/yr
5+ years expHollywood Casino Perryville is part of PENN Entertainment, a leading provider of integrated entertainment and casino gaming experiences. The Player Development Manager will supervise the Player Development department, manage operational goals, and create VIP programs to enhance guest loyalty and satisfaction.
Gambling & Casinos
Responsibilities
Responsible for supervising and managing staff in the Player Development department. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives in defined area
Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction
Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager
Develops and implements VIP player programs/events to create guest loyalty and return guest visits
Administers and oversees player coding in Salesforce and monitors team member progress
Prepares and distributes daily and weekly reports for own department, other departments and management in regards to scheduled VIP player property visits
Assists players in making arrangements for hotel and restaurant reservations and other amenities in absence of Hosts
Responsible for coaching and providing necessary pathways to Hosts to achieve their Salesforce goals
Develops and implements VIP player discretionary comping guidelines
Makes final decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability
Resolves VIP guest opportunities, conflicts, and complaints on behalf the Company in a fair and equitable manner
Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc
Represents the Company for VIP player outings and events as needed. Provides professional representation on at internal and external meetings and events
Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals
Enhances guest interactions by providing a friendly greeting, offering directions, answering questions, making announcements, and creating an upbeat and positive atmosphere
Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM
Maintains strict confidentiality in all departmental and company matters
Qualification
Required
Must be at least 21 years of age
Bachelor's degree (B.A.) from four-year college or university; or minimum of five (5) years in a customer service leadership role and/or training; or equivalent combination of education and experience
Must have a minimum of two (2) years Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games
Must have excellent verbal, written, and interpersonal skills
Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook)
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Must have demonstrated ability to drive toward results
Preferred
Two (2) years of hosting experience with adequate customer following preferred
Strong client interface and presentation skills preferred
Benefits
Wellness programs designed to support our team members' financial, physical, and mental well-being
Day-one medical coverage
401(k) matching
Annual performance bonus
Paid time off is earned according to the local policy and increases with the length of employment
Company
Hollywood Casino Perryville
Located directly off of I-95 in Northeast Maryland, Hollywood Casino offers a variety of fun! Approximately 45 minutes East of Baltimore, Hollywood Casino Perryville has over 750 slot machines, Table Games, Poker, Off-track betting, a Sportsbook and a Sportsbook Restaurant complete with over 68” of television space to catch any of your favorite games.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase