Player Development Manager

POSITION SUMMARY

Enhances the growth of gaming revenues through the development of our guest base. Maintains relationships with valued gaming guests and markets our gaming product to potential high-limit guests. Serves as a dynamic positive leader to foster teamwork increase performance support and guide team members and engage in open communication between all departments. Works as a change agent to inspire the team to improve and streamline procedures work processes and program effectiveness to maintain value and property vision.

ESSENTIAL DUTIES & RESPONSIBILITIES (The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for specific positions.)

1. Provide strategic insight direction and oversight to ensure the successful execution of Player Development and Player Services strategic plans ensuring consistency with the strategic vision of STRC.
2. Identify premium slot and table players with an emphasis on developing relationships with players to attract their business to STRC.
3. Develop and implement new programs and promotions to ensure a steady flow of high-quality patronage.
4. Develop and maintain all player marketing programs and non-gaming sales inclusive of special events and promotions that increase market share and company profitability in accordance with all gaming regulations.
5. Utilize market research and other marketing methods and tools to determine the effectiveness of targeted player marketing.
6. Establish and maintain goodwill of premium players based on personal interaction such as personal contacts for entertainment purposes telemarketing and promoting and selling attributes of STRC.
7. Represent Casino Marketing at special events and promotions greeting and hosting high-end guests to ensure team members maintain high standards of courtesy friendliness and hospitable attitudes.
8. Assist guests with procedures such as establishing player accounts comping privileges and reservations as appropriate.
9. Track guests visits arrange transportation and accommodation and provide comps according to established guidelines.
10. Assist in the gathering and reporting of players gaming actions.
11. Travel to various markets to meet new potential high-end players.
12. Constantly look for avenues to ensure unique and memorable events for high-value and potentially high-value STRC players.
13. Serve as a dynamic positive leader while fostering teamwork morale motivation and open communication.
14. Meet individually with direct reports periodically to discuss career goals identify skills needed to achieve goals and develop action plans to satisfy both.
15. Demonstrate leadership skills in determining a vision and aligning and inspiring the team to achieve the vision.
16. Work as a change agent to improve and streamline department operations through the continuous assessment of policies and procedures work processes and program effectiveness and value.
17. Manage multiple objectives and tasks simultaneously while continuously assessing and re-setting priorities.
18. Establish and endorse the business objectives ethics and values of STRC
19. Provide operations insight into strategy planning in support of brand initiatives.
20. Create and ensure an entertaining and exciting environment where flawless delivery and execution of elevated service is paramount.
21. Establish and enforce appearance and uniform guidelines.
22. Adhere to regulatory departmental and company policies and internal controls.
23. Actively participate in personnel actions including but not limited to: interviewing candidate selection training performance reviews and corrective actions.
24. Keeps informed of competitive promotional methods.
25. Meet attendance guidelines of the job and adhere to departmental and company policies.
26. Directly supervise Casino Hosts Sr. Hosts Executive Hosts and Player Services & Promotions team members. Indirectly supervises all Marketing Department team members.
27. Performs other duties as needed or assigned.

GENERAL CONDITIONS

Demonstrate the Ability To:

• Work independently
• Respond calmly and make rational decisions when handling team members and / or guest conflicts/demands in a fast-paced environment.
• Speak understand and write English fluently.
• Move around all work areas effectively and efficiently.
• Handle challenges involving complex variables.
• Work over fifty (50) hours/ week varied shifts including nights weekends and holidays.
• Tolerate areas containing secondhand smoke dust loud noises and bright lights.
• Create an environment that results in Spokane Tribal Members feeling a sense of pride commitment and desire for a career with Spokane Tribal Casinos.
• Commit to coaching teaching and developing Spokane Tribal Members.
• Commit to treating all team members consistently holding team members accountable to all policies and procedures.

JOB QUALIFICATIONS

• Bachelors Degree from an accredited educational institution in Sales Marketing Finance or similar related field.
• Five (5) years of progressive management-level Casino Player Development experience in a high-volume gaming operation of similar size and stature with a proven track record of increasing gaming revenue through an established player base. A combination of education and extensive proven experience may be considered in lieu of degree requirements.
• Diverse business experience with significant administrative responsibilities.
• Demonstrate strong financial acumen and financial management skills including preparing and presenting budgets driving top-line revenue and managing expenses forecasting and analyzing financial statements.
• Demonstrate strong telemarketing verbal interpersonal and written communication skills with the ability to influence and adapt communications to diverse audiences effectively with diverse populations.
• Proven strong and effective leadership and people management skills required with positive motivational and collaboration emphasis; communicates effectively overcomes resistance and builds commitment.
• Demonstrate expert knowledge of Casino Marketing Promotions Player Development Database Marketing Player Tracking Reporting systems compliance gaming regulations best practices procedures and structures.
• Experience in creating and maintaining performance metrics for measuring program effectiveness.
• Excellent project management skills.
• Proficient in all Microsoft Office Suite applications
• Read write and speak English fluently.
• Demonstrate advanced analytical problem-solving and decision-making capabilities.
• Demonstrate flexibility and adaptability to respond to new information changing conditions or unexpected obstacles.
• Demonstrate advanced conflict management skills to resolve challenges positively and constructively to minimize negative impact.
• Proven experience partnering and collaborating with all levels of an organization to develop networks build alliances engage in cross-functional activities and find common ground with stakeholders.
• Exhibit sound business ethics/integrity and a commitment to corporate responsibility.
• Demonstrate critical thinking using logic and reasoning to identify the
• strengths/weaknesses of alternative solutions and approaches to problems.
• Demonstrate stability- the tendency to handle stress maintain an even temperament and demonstrate confidence across most situations while ensuring transparency within the company in a fast-paced multi-task and high-pressure environment.

WORK ENVIRONMENT and PHYSICAL REQUIREMENTS The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Capable of working in an office environment but duties may require working in all casino facilities where the position may experience secondary smoke.
• Climb stairs stoop kneel bend twist turn push pull grasp reach and grip items sort tear and have the manual dexterity to operate office equipment such as a computer telephone copier and tablet. Stand and walk for long periods without rest.
• The noise level in the gaming work environment is usually moderate to loud. Team members should be able to adapt well to the casino environment involving large numbers of people with loud and continuously high noise levels.
• Must be able to climb stairs walk long distances and stand for extended periods of time.
• Expresses or exchanges ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately loudly or quickly.
• Frequently lifts pushes or moves up to 50 pounds.

REGULATORY AND COMPLIANCE RESPONSIBILITIES

In addition to the other duties described herein each team member has the following responsibilities related to compliance with laws and regulations:

• Employment is contingent on receiving and maintaining adequate licensing including any required gaming license;
• Attend required training sessions offered by Spokane Tribe Resort & Casino;
• Perform the duties described in compliance with local laws and regulations;
• Have knowledge of the ordinances regulations laws policies and procedures relating to the Casino;
• Take the necessary steps to ensure minors are not encouraged or permitted to gamble or loiter in gambling areas drink alcoholic beverages or purchase tobacco products;
• Refer to the Internal Control System and Policy Manuals for guidance;
• Take the appropriate steps to report exceptions fraud acts of wrongdoing and potential violations of regulations or internal controls to the appropriate levels of management;
• Uphold high standards of ethical behavior demonstrate an understanding of the impacts of problem gambling and have knowledge of the Casinos programs to address problem gambling;
• Establish rules for promotions and events that conform to Casino policies and regulatory requirements.

Required Experience:

Manager