Director of Player Development

Overview

Position Summary
The Director of Player Development, under the direction of the VP of Marketing and Sales, is responsible for the successful direction and leadership, management and strategic planning of Player Development at all Kewadin Casino properties. The position is responsible for increasing profitability by developing programs and processes that will create customer loyalty by retaining current customers as well as attaining new customers.

The position is responsible for providing attentive, cheerful, courteous, professional customer service to all customers, internal and external, striving to always exceed their expectations.

• Develop new patron relationships and maintains relationships with existing patrons through personal contact in order to generate incremental gaming revenues and increased trips.
• Determine and approve the issuance of appropriate player reinvestment through complementary and point redemption.
• Review, maintain and update player tracking database information such as inactive/active players, merging accounts, balance transfers, point and comp adjustments based upon system issues or player concerns.
• Develop and complete player development operating budgets, updates job descriptions and departmental policies and procedures.
• Monitor and approve comp and point issuance based on loss/theoretical/ROI% for elite player programs.
• Develop, maintain, and analyze the database for opportunities to drive incremental revenue and trips from carded patrons.
• Develop formalizes, implements and revises reward and complimentary systems for both slot and pit players.
• Establish goals and objectives for daily phone calls, letters, emails, executive host programs for the Hosts/Executive Hosts regarding current, inactive, and prospective elite players.
• Develop departmental team members' knowledge and skills through education, training, coaching, performance evaluation and corrective counseling while focusing on departmental growth.
• Provide leadership and direction for player development staff and ensure there is consistency within departmental processes/procedures between all Kewadin Casino properties.
• Work collectively with all departments involved in planning and executing elite player events, dinners, themed events and entertainment, both on-site and off-site, that are hosted throughout the year.
• Interview and select applicants, monitors and approves leave requests and approves payroll.
• Generate various gaming reports and queries on a regular basis and as requested along with review and maintenance of elite player lists.
• Increase gaming revenue by promoting elite player level and retention and by developing customer loyalty, increasing visitation and bringing in new business to Kewadin Casinos by identifying new players and promoting the benefits of Players Club.
• Foster a climate where guest satisfaction and player development is the number one priority.

• Demonstrate superior customer service skills, maintains upbeat, positive attitude and anticipates needs of our guests and provides fast, flawless service by being available to the players.
• Ensure Player Development team members have knowledge of the location of all departments within the casino and hotel, details about all promotions, events and entertainment, information about the city, places to stay, eat and shop or special events in the city.
• Responsible for all player communication with up-to-date casino activities and invitations for events, promotions entertainment and property initiatives.
• Communicate all Player Development and Marketing information to department team members and ensure all of Player Development staff has a detailed knowledge of the Northern Rewards Club, Direct Mail and comping/points system and can successfully and thoroughly explain the benefits to our customer on using their card.
• Accountable for designated lists for staff to identify trending, review event participation, provide monthly acquisition reports and player contact management.
• All other job-related duties as assigned.

Immediate peers, peers in other departments, immediate supervisor/manager, managers in…