Player Development Manager

Player Development Manager – Hollywood Casino Perryville

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll be part of an industry that is fast‑paced and diverse. You’ll work with a team driven by enthusiasm for helping people enjoy life and be supported in your career growth.

Initial placement within the salary range is based on an individual’s relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members’ financial, physical, and mental well‑being. Specific benefits—such as day‑one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

• Supervise and manage staff in the Player Development department; develop and implement operational goals; monitor performance and profit objectives.
• Create effective schedules while maintaining labor costs and achieving guest satisfaction.
• Assist in the budget process and provide recommendations; report budget concerns to management.
• Develop and implement VIP player programs and events to foster loyalty and repeat visits.
• Administer player coding in Salesforce and monitor team member progress.
• Prepare and distribute daily and weekly reports for the department, other departments, and management regarding scheduled VIP visits.
• Assist players with hotel, restaurant reservations and other amenities when Hosts are unavailable.
• Coach and provide pathways for Hosts to achieve their Salesforce goals.
• Develop and implement VIP player discretionary comping guidelines.
• Make final decisions on valuable complimentaries based on recorded play, earned points, comp availability and profitability.
• Resolve VIP guest opportunities, conflicts, and complaints fairly and equitably.
• Maintain confidentiality of player information.
• Represent the Company at VIP outings and events; provide professional representation at internal and external meetings.
• Support superior customer service in accordance with department and company standards.
• Create a friendly greeting, offer directions, answer questions, make announcements, and create an upbeat atmosphere.
• Ensure compliance with all regulatory requirements and report potential issues to Executive Management/GM.

• Bachelor’s degree from a four‑year college or university; or five years in a customer‑service leadership role and/or training; or equivalent combination of education and experience.
• Minimum 2 years of Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games.
• Two years of hosting experience preferred.
• Excellent verbal, written and interpersonal skills.
• Proficiency in Microsoft Word, Excel and Outlook.
• Strong client interface and presentation skills preferred.
• Ability to present information and respond to questions from groups of managers, clients and the public.
• Diplomatic conflict‑resolution skills.
• Basic arithmetic and data interpretation skills.
• Demonstrated ability to drive toward results.

• Lead staff development and training programs.
• Implement rewards and recognition program to maximize employee engagement.
• Evaluate team members and provide constructive feedback.
• Determine staffing recommendations, including interviewing, hiring and scheduling.
• Manage work procedures and expedite workflow.
• Handle employee performance management, including discipline, coaching and counseling.

We are an Equal Opportunity Employer and welcome diverse applicants.