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The Nash Casino · 2 months ago

Player Development Manager

Nashua, NH

Full-time

Onsite

Mid, Senior Level

3+ years exp

The Nash Casino is a premier gaming and entertainment destination in New Hampshire, seeking a motivated Player Development Manager. This role is responsible for driving guest development through various activities, including prospecting, promotions, and events, while ensuring superior guest service and satisfaction.

Gambling & Casinos

Responsibilities

Responsible for the overall operation and administration of the Player Development department and host program

Ensure all hosted guests are informed of all special events, promotions, and entertainment, through direct mail, social media, telemarketing, guest contact on the floor

Extend complimentary meals and appropriate incentives in accordance with company policy to drive visits and results

Assists with the development and implementation of special events and promotions and ensure host schedules meet the business needs of the property

Analyzes hosted guest incremental play resulting from attendance at special events and Team promotions. and entertainment

Assists in developing and adhering to operating budgets

Responsible for generating and achieving specific revenue goals by developing new and existing high-end players

Develops new premium players by identifying their interests and encouraging a higher number of return trips through player events, and customization of the player experience

Always maintain strict confidentiality of guest information

Enthusiastically supports, actively promotes, and demonstrates superior guest service in accordance with department and company standards and programs

Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided to all shifts

Ensures guest satisfaction in all areas and reports concerns or other observations to management including player feedback

Engage new members/visitors to the property and provide them with information about the property, events, offerings, and entertainment

Contacts players whose play or visit frequency has declined to determine if the relationship can be repaired

Assists in resolving issues and requests from players as needed and clearly communicates any relevant issues to appropriate department heads

Issues appropriate comps to eligible players

Encourages incremental visitation and new member acquisition in the Players Club

Provides consistent, detailed reports to the appropriate parties daily to include overall feedback on daily/nightly events, top players/VIPs, and new member feedback

Regularly monitors levels of play across all player tier levels and reviews daily player activity

Periodically host promotions, and giveaways with energy and enthusiasm

Assists the Players Club with special projects, as needed or as assigned by the Director of Marketing or Marketing Manager

Protects company assets and reports fraudulent or suspicious activities

To provide BIG Service to internal guests and ensure their complete satisfaction, inclusive of greeting and interacting with guests in a friendly and enthusiastic manner, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset

The ability to develop and maintain professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors

The ability and willingness to ensure that work activities are completed accurately, efficiently, and in a timely manner

The ability to work safely. This includes clearly understanding and following company safety policies and procedures, completing work in a safe manner, caring about safety of self and others, responding appropriately in an emergency, and reporting unsafe conditions

Maintain regular attendance at scheduled shifts and staff meetings

Maintain professionalism and a friendly and approachable demeanor throughout the workday

Assist with training/mentoring of new Team Members as requested

Maintain all appearance standards in accordance with established uniform and appearance guidelines

Inform the manager on duty of any irregularities and unusual situations when they occur

Ability to keep a friendly, calm, and helpful demeanor in high-stress situations and a continuously fast-paced environment

Is honest in all interactions and displays a high degree of integrity

Ability to work independently with little to no supervision or as part of a team is required

Must be and remain compliant with all legal or company regulations for working in the industry

Qualification

Guest relationship managementEvent planningRevenue generationMicrosoft OfficeSupervisory experienceInterpersonal skillsCommunication skillsTeamworkIntegrity

Required

High school diploma or general education degree (GED) required

Bachelor's degree preferred

3 years related experience required

1 to 3 years supervisory/managerial experience required

Possess strong Microsoft Office Skills (Word, Excel, PowerPoint) and be proficient in Excel

Excellent written, oral, and interpersonal skills

Must be 21 years of age or older

Must pass all required pre-screening and background checks

Internal candidates must meet the eligibility requirements as provided in the Transfer and Promotion policy

Ability to work a variety of shifts, this includes day, swing, late-night, weekend, and holiday shifts as scheduled

Must be able to obtain and maintain a valid New Hampshire gaming license