Player Development Executive

2 weeks ago

Williamsburg, United States Turtle Creek Casino & Hotel Leelanau Sands Casinos Full time
EDUCATION / EXPERIENCE

Bachelor's degree in Marketing, Sales, Business or Management preferred. Two years of casino experience, telemarketing or general sales required. The equivalent combination of education and experience may be considered.

SUMMARY

The Player Development Executive is responsible for selling the casino experience to customers who are in the upper echelon of the Players Club who spend exponential dollar amounts, using the restaurants, events, and shows to encourage customers to visit more often. The Player Development Executive also ensures that these customers are given a higher level of service and increases gaming revenues and profits by developing designated customer segments through increased visitation and play consolidation. Is responsible for the development of gaming customers; maintains rapport with current gaming customers and provides gaming customers with special services and hosting.

The primary function is to make high rollers and other special customers feel welcomed into the casino and answer basic questions regarding their stay in order to increase their level of play. Developing a rapport with the Casino Guest would include making arrangements for them that may be outside of the casino; for example, golf tee times, theatre tickets, dinner reservations, etc...

ESSENTIAL JOB FUNCTIONS
  • Develop and maintain strong professional business relationship with known casino players and identify and develop new prospects with "high play" potential (Work closely with casino and slot personnel to determine "high limit players"). Maintain high-end player database through contact via phone, personal letters and ensure that a great experience is realized by socializing with casino guests. This includes becoming fully acquainted with known players and grooming new prospects.
  • Travel to other locations in order to develop new relations with other identified gamers that meet the criteria for this level of customer service.
  • Generate at least a minimum level of revenue from high-end customers each month.
  • Explain any benefits provided to customers that are outside of standard policy.
  • Assist customers in obtaining check-cashing privileges, show reservations and complimentary privileges in accordance with company policy.
  • Arrange special services for quality customers including air and ground transportation, give tours of facility, make dinner or hotel reservations.
  • Coordinate player development functions on and off property.
  • Serve as a host/hostess for special events on a regular basis.
  • Maintain accurate records of cost vs. profit on all patrons brought to the casino.
  • Function as a highly visible customer service representative.
  • Assist in planning special events and particularly in developing invitation lists for special events.
  • Organize and participate in off-property functions such as dinners, cocktail parties, golf tournaments, etc.
  • Keep abreast of competitive promotional methods.
  • Willingness to cross-train and provide support in related areas of operations.
  • Other duties as assigned by management.


OTHER NECESSARY SKILLS AND ABILITIES

Excellent communication skills required. Effective organizational skills required. Must be proficient in math skills regarding analysis of Slots and Tables Games. Must be a self-starter, motivated, versatile and responsible. Candidate must have ability to build strong relationships and have ability to make sound business decisions. Promote the facility, services, programs and events while interacting with Marketing, Table Games, Slots, Public Relations and casino guests. Build customer database and player loyalty through recruitment and retention techniques including actively recruiting new members for the Grand Rewards program. Player retention through the use of direct mail and telemarketing, inactive player reactivation, hosting parties and participation in promotions, special events, gaming tournaments along with acting as a liaison between players and the Marketing and Player Development departments. Must also be proficient in Microsoft Office Applications including Word, Excel, Access and Outlook. Must possess excellent analytical and problem-solving skills in order to make an informed decision that will be in the best interest of the company and departments while remaining focused on the guests' needs. Must have working knowledge of community events.

DRIVING REQUIREMENTS

Must possess a valid Michigan's driver's license and be insurable by the tribe.

SUPERVISORY RESPONSIBILITIES

None.

EQUIPMENT TO BE USED

Personal computer, fax machine, copier, printer, keyboard, mouse, telephone, and other various standard office equipment items.

TYPICAL PHYSICAL DEMANDS

May be required to lift up to 25lbs. and be able to sit at a desk for extended periods of time. Repetitive typing at a keyboard will be required. May also be required to reach, bend, stretch, kneel, crawl, lift and carry on occasion.

TYPICAL MENTAL DEMANDS

Must be able to effectively handle stressful and compromising situations while remaining focused and professional. Must be able to deal with difficult people without losing perspective. Must be able to work productively under strict time restraints with variable deadlines. Must be able to respond calmly and make rational decisions when handling guest demands in a fast pace environment.

WORKING CONDITIONS

May be required to work in a combined non-smoking office space with other members of the Administration; working in a loud, crowded smoking casino environment. Must practice all safety policies, procedures and standards as set by OSHA. Local and long-distance overnight travel will be required in order to reach and search out players that have demonstrated spending habits that fit into the upper echelon of the Players Club.

COMMENTS

Native American and Tribal Preference will apply. Must be able to pass a background investigation and a drug and alcohol urinalysis as a condition of employment. Must be able to work flexible hours and to take on additional responsibilities when asked. Must adhere to company policies regarding strict confidentiality.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management retains the right to add or to change the duties of the position at any time. Any qualifications to be considered as equivalents in lieu of stated minimums require prior approval of the Director of Human Resources.

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