Hollywood Casino Joliet · 2 months ago
Director of Player Development
Joliet, IL
Full-time
Onsite
Lead/Staff, Director/Executive
$100K/yr - $135K/yr
5+ years expHollywood Casino Joliet is part of PENN Entertainment, a leading provider of integrated entertainment and casino gaming experiences. The Director of Player Development is responsible for creating and implementing strategies to enhance player relationships and drive revenue while managing a team to achieve service and efficiency goals.
Gambling & Casinos
Responsibilities
Creates and implements all property Player Development strategies, which include those of the Player Development team, Executive Casino Hosts, ViP Services, Teleservices, and Players Club
Utilizes operational marketing and executes customer relationship marketing strategies with an emphasis on player development, special events, and promotions to foster positive relationships with rated players and ensure quality guest experiences
Assists in developing programs specifically geared to the top tier customer base
Motivates and manages teams to achieve guest service, revenue, and efficiency goals while working within budget guidelines
This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and team members
Understands and adheres to all Hollywood Casino and Marketing department standards, policies, and procedures
Has a strong understanding of the internal Control Systems (iCS) and the Minimum internal Control Standards (MiCS), as relevant to the Marketing department
Interviews, hires, trains, and directs staff members in a manner that ensures department success
Pro-actively counsels team members and implements necessary corrective measures
Develops a profitable Player Development program to attract premium customers
Ultimately responsible to maintain/increase the high-end segments of the Hollywood Casino database, increases market share and visitation of our targeted customers, and drives new target customer acquisition and overall gaming revenue
Evaluates profitability of Player Development programs and assess financial impact
Forecasts and budgets for all Player Development expenses
Establishes consistent and innovative Player Development programs with an eye on clean execution
Establishes and monitors a Player Development/Host bonus program that is measurable and profitable to the company
Maintains awareness of changes in the marketplace that may impact revenues and adjusts programs accordingly
Ensures that all responsible areas are proactively managed and efficiently operated
Directs team to identify, solicit, and register high-end players for the Hollywood Casino Club
Directs a team that establishes accurate accounts for players based on data entry guidelines, issues cards, and fully explains program
Directs a team that evaluates player accounts and issue comps based on recorded play, earned number of points, and comps available in player accounts
Directs a team that works with hotel reservations and management to ensure casino blocks are managed properly
Acts as a liaison between the Player Development department and all other departments
Processes Credit application and grants hold check privileges and check cashing approvals in accordance with established guidelines
Builds player loyalty by contacting everyone on their lists via direct mail, telemarketing, and personal visits
Acts as guest liaison, handles guest opportunities, and resolves situations so as to ensure smooth operations and excellent customer service. Reports same to management
Attends all in-house special events targeting our best customers and assists in the planning and implementation of these events. Attends off-site events as assigned
Completes appropriate addition/deletion forms as requested
Is available to meet and greet premium customers on the floor
Turns in required reports/paperwork in a timely fashion
Meets with the VP of Marketing on a continual basis
Entertains guests in house by enjoying lunch or dinner with premium customers
Displays the ability to be a team player and interfaces with other departments to develop key relations to ensure maximum efficiency in completing job tasks
Serves as a company agent interacting with customer to promote good public relations and ensure continued business
Supports the efforts of the Player Development Executives
Coaches the Player Development Executives and shares valuable experience
Creates fun for their guests appropriate to a casino environment
Develops and maintains knowledge of property product promotions and events
Other duties as assigned
Qualification
Required
Bachelor's degree in Marketing, Finance, or related area required; or equivalent combination of education and experience
Minimum five (5) years of Casino, Sales and/or Marketing experience with proven success exhibited in marketing, advertising, database marketing, promotions, and special events
Must have experience managing a 20+ member team, previous Hosting and Player Club experience and/or supervision are a plus
Must have a proven history of successful high-end business development, team building, and efficient labor management
Must understand and speak the English language
Ability to train and mentor both individuals and a team
Must display a passion for their duties
Must have excellent written and verbal communication skills
Ability to maintain a high level of confidentiality and professionalism
Must be proficient in Microsoft Office applications (Word, Excel, Outlook, etc.)
Proven managerial and critical thinking skills required
Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues
Ability to manage employees working in a high-pressure environment towards successful results for the property and company
Ability to work collaboratively and communicate effectively with team members at all levels of the organization
Must have exceptional customer service, interpersonal, and organizational skills
Ability to meet deadlines and effectively manage multiple priorities in a demanding work environment
Strong client interface and presentation skills preferred
Availability for evening, weekend, and holiday work is required
Benefits
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 Joliet
HOLLYWOOD CASINO JOLIET We've got all the excitement of Hollywood, just 35 minutes from Chicago.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase