Apply on Employer Site

L'Auberge Lake Charles · 21 hours ago

Director of Player Development

Lake Charles, LA

Full-time

Onsite

Lead/Staff, Director/Executive

$100K/yr - $100K/yr

5+ years exp

L'Auberge Lake Charles is part of PENN Entertainment, an industry leader in entertainment and gaming. They are seeking a Director of Player Development to supervise and manage staff, develop operational goals, and enhance guest loyalty through VIP programs and events.

Gambling & Casinos

Hiring Manager

Travis Morgan

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/parties to create guest loyalty and return guest visits

Administers and oversees player coding 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

Works closely with Database to analyze trends, identify weaknesses, and incent active and inactive guests

Partners with Director of Marketing to ensure that departments coordinate opportunities

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 goals

Develops, implements and monitors 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

Customer service leadershipCasino Guest ServicePlayer DevelopmentMicrosoft applicationsPresentation skillsProblem resolutionFirst Aid/AED certificationC.A.R.ETIPS trainingVerbal communicationWritten communicationInterpersonal skills

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 Player Development

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

Employee must be able to qualify for licenses and permits required by federal, state and local regulations

Must obtain a First Aid/AED certification

Must successfully complete C.A.R.E or TIPS training